As a Complaint Handler, you'll investigate complaints within our credit card complaint team, taking ownership of the end to end process to complete the investigation.
You'll communicate with the customer, liaise with other teams within Barclays to review the complaint before coming to a resolution and sending the final response letter.
Within this team, 15% of your time will also be spent working our inbound call line to support customer queries.
Past customer service skills would be beneficial.
Any experience working with complaints or a background in banking is desirable.
If we receive a high volume of relevant applications, we may choose to close the advert earlier than the advertised date, please ensure you apply as soon as possible if you have the skills needed to become our next Complaint Handler.
Monday to Sunday 7am-11pm contract Our team work bank holidays except Christmas and New Years' Day Typical Shift Pattern 8am-8pm Monday to Friday, and 8am-4pm Saturday To provide exceptional customer service while resolving more complex customer needs/requests.
Provision of customer service through various communication channels including chat, email and phone.
Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution for each case.
Collaboration with teams across the bank to align and integrate customer care processes.
Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas.
Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
Resolution of specific customer inquiries and issues related to the bank's products and service, including account balances, transactions and payments.
Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.
Provide specialist advice and support pertaining to own work area.
Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to.
Continually develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based, building upon administrative / operational expertise.
All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right.
They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.