Role Overview & Mandate
Executive Summary
Complaints Handler Sunderland As a Barclays Complaints Handler, you will be taking ownership of an...
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Complaints Handler
Sunderland
As a Barclays Complaints Handler, you will be taking ownership of an exceptional customer and client experience and strengthen relationships by effectively engaging with customers and clients on their terms within a multi-channel environment. You will investigate emotive and complex customer and client queries, concerns and complaints related to an extensive range of products and services to understand the cause, impact and solution. Lastly, you will deliver great customer outcomes to create advocates of Barclays.
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 recognizes 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 can request work patterns to reflect their personal circumstances. Please discuss the detail of the working pattern options for the role with the hiring manager.
• 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
- Bringing your whole self to work using your personality to provide a positive noticeable experience, recognizing the personal impact you have on the way customers/clients feel
- Ensuring the voice of the customer/client is always heard by actively identifying root causes of customer/client concerns and complaints and capturing accurate information
- Ensuring all activities and duties are carried out in full compliance with regulatory requirements, Barclays Risk Framework and internal Barclays Policies and Standards
- Identifying your knowledge and capability gaps and take ownership of your own development and training to upskill and fill them, maintaining an effective development.
- Ensuring all mandatory training is understood and completed within given timescales
What we’re looking for:
• Experience in delivering exceptional customer/client interactions in a professional and caring manner
- Natural empathiser with the willingness and ability to comprehend others point of view and to build rapport with customers /clients
- Desire to embrace the freedom provided to do the right thing for the customer/client to derive the right outcome and exceed customer expectations
- Ability to break down complex issues and assimilate a wide range of information to fully know the cause, impact and solution
• Maintaining collaborative approach to finding solutions, maintaining positive relationships with teams and departments across the Barclays group
- Excellent team player, supporting a culture of individuality, fun, and the sharing and embedding of best practice
- Ability to work individually and under pressure
- Drives own performance using creativity and your own initiative to overcome challenges, identify solutions and upskill knowledge and capability
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.
#LI-Hybrid
