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Date live: May. 24, 2023

Business Area: COO & Functions

Area of Expertise: Relationship Management / Sales

Reference Code: 00280622

Contract: Permanent

Complaints Handler

Competitive starting salary of £ 25000.00 per annum + Excellent Benefits including Private Medical Care including GP services, Life assurance, Pension Contribution, Sharesave Scheme, Generous holiday allowance and Lifestyle Benefits
Home Working with ad hoc site attendance when required – expected to be 1 or 2 days per month
16-30 Hours per week – Evenings up to 8pm and Saturdays 8am to 3.30pm

As a Barclays Complaints Handler, you will handle complaints about lots of products and services including Mortgages, Credit and Debit Cards, Current Accounts, Savings Accounts and Fraud, but we don’t expect you to handle all of these at the same time. If you’ve any experience in these areas tell us and we can look at matching you with your area of experience. If you’ve no experience, then don’t let that hold you back. We have lots of colleagues who joined us in that same position. 

We’re looking for passionate, empathetic people who can help us restore trust and confidence in Barclays when things go wrong for our customers. Our aim is to create exceptional customer experiences by being professional, caring, taking ownership and keeping our promises to customers.

As a business we believe that by helping our colleagues continue to learn, develop and grow, they can adapt to our customers changing needs and support them when they need us the most - from life's little moments to the big ones. 

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?
•    Working in a team with other complaint handlers, taking end to end ownership of customer complaints
•    Investigating the complaint, including collaborating with other colleagues and teams
•    Delivering a fair and accurate outcome, with pace, to meet our regulatory obligations and deliver the best possible customer experience
•    Communicating the outcome of the complaint, usually by telephone and follow it up in writing

What we’re looking for:
•    Excellent communication skills, both verbally and written, to deliver positive impactful communication needed to gather information, and provide proactive updates  
•    Fantastic listening skills to ensure you quickly get to the core of our customer’s dissatisfaction
•    Excellent planning and organisational skills with a strong attention to detail 
•    A sense of urgency – our customers will often complain during life’s key moments such as buying a house or after a bereavement and they need a fair and accurate outcome, with pace

Skills that will help you in the role:
•    Excellent team player, supporting a culture of individuality, fun, and the sharing and embedding of best practice
•    Ability to work individually dealing with challenging situations, remaining in control and empathetic
•    Knowledge of regulatory and risk requirements relating to complaints would be advantageous 
•    Ability to move a conversation on and find common areas of agreement

Where will you be working?
With over 1,700 employees, our Flagship Site, Doxford Park, offers many facilities including a discounted gym, the convenience of an ATM and even a Personal Banker who visits regularly to assist all employees with their banking.

More about working at Barclays

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