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Date live: Mar. 16, 2023

Business Area: COO & Functions

Area of Expertise: Operations

Reference Code: 90364113

Contract: Permanent

Corporate Complaints Case Manager 

As a Barclays Corporate Complaints Case Manager, you will be joining corporate digital banking team within Client Service business area. Corporate Client Service is a business area within Corporate Digital baking providing both day to day and Corporate Digital Channel and Product support for the entire Corporate Client base. The team shares the same goal, to provide world-class customer service to our customers and clients. We put our customers/ clients at the heart of everything we do.  

Barclays is one of the world's largest and most respected financial institutions, with 329 years of success, quality and innovation behind us. We offer careers that provide endless opportunity – helping millions of individuals and businesses thrive and creating financial and digital solutions that the world now takes for granted.

Working Flexibly

We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life. If you would like some flexibility, then please discuss this with the hiring manager, and your request will be reviewed subject to business needs.

We are currently in the early stages of implementing a hybrid working environment, which means that many colleagues spend part of their working hours at home and part in the office, depending on the nature of the role they are in. We’re flexible on how this works and it may continue to change and evolve. Depending on your team, typically this means that colleagues spend a minimum of between 20% to 60% of their time in the office, which could be over a week, a month or a quarter. However, some colleagues may choose to spend more time in the office over a typical period than their role type requires. We also have a flexible working process where, subject to business needs, all colleagues globally are able to request work patterns to reflect their personal circumstances. Please discuss the detail of the working pattern options for the role with the hiring manager.

What will you be doing?
•    Reviewing complex complaints and demonstrating the ability to make decisions that are focused on outstanding customer outcomes
•    Taking ownership of customer queries and complaints, ensuring collaborative resolution in accordance with challenging regulations
•    Prioritising your workload to ensure deadlines are not breached
•    Engaging, investigating, and resolving customer queries at first point of contact in the most efficient and effective way whilst always keeping the customer at heart
•    Proactively making outbound contact as and when necessary to obtain information and resolving complex queries improving speed of resolution
•    Communicating complex, difficult, or sensitive information to clients and internal customers to resolve cases
•    Developing and delivering timely, accurate and effective complaint responses
•    Maintaining and managing individual tasks daily to ensure that complaint related tasks are dealt with quickly and efficiently

What we’re looking for:
•    Good communication and influencing skills
•    Competent problem solving and decision-making ability
•    Collaborative approach to handling issues
•    Ability to initiative in seeking resolution to complaints

Skills that will help you in the role:
•    Good knowledge of Corporate Products/ Services/ Procedures and Processes
•    Proven negotiating and influencing skills to influence other areas/ departments to support you in closing complaints within tight deadlines
•    Good knowledge of complaint handling procedures, regulatory and risk requirements
•    Experience of ResolveIT is highly desirable

Where will you be working?

You will be based in Radbroke, Knutsford. The Barclays Technology Campus just outside Manchester is our tech command centre and a vital strategic powerhouse behind our global operations. The campus is set in a 64 acre self-contained site, in a beautiful green environment and it offers unrivalled facilities for work and for play. We have an onsite gym, as well as outdoor tennis, football and cricket areas, as well as onsite restaurant and coffee shops.



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