Complaints Handler

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.

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.

• Interacting with customers/clients on their terms in an engaging way that demonstrates openmindedness, 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 selfinitiated 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

• 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

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.