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Date live: May. 24, 2023

Business Area: COO & Functions

Area of Expertise: Relationship Management / Sales

Reference Code: 00280514

Contract: Permanent

Complaint Handler

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. Within this role, you must be passionate & empathetic 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.

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.

This opportunity is location flexible. We will consider requests for locating the role at an alternative Barclays’ key UK office from that advertised.

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? 
•    Interacting with customers/clients on their terms, in an engaging way that demonstrates open-mindedness, actively listening and being genuinely curious
•    Investigating customer/client queries, concerns, and complaints whilst withholding judgement, using the conversation cycle and role modelling mutual respect
•    Intercepting and tuning into issue avoidance, confidently making self-initiated contact, anticipating needs, and addressing customer/clients’ queries and concerns efficiently
•    Making sure the voice of the customer/client is always heard by actively identifying root causes of customer/client concerns and complaints and capturing accurate information
•    Investigating the complaint, including working 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

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
•    Exceptional planning and organisational skills with a great 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.


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