Complaint Handler

5 months ago

Northampton, United Kingdom Barclays Full time

**Complaint Handler**
**Northampton**

**Salary - £25,000 per annum plus excellent benefits including: Private Medical Care including GP services, Life assurance covering x8 times basic salary, Pension Contribution up to 12%, 25 days holiday allowance plus bank holidays, with the option of buying or selling 5 days per year, plus many more benefits**
**Shift Pattern - Working 5 days out of 7, rotating shift patterns between 7am and 11pm Monday - Sunday**

As a Barclays Complaint Handler, you will take 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. For this role, you will investigate emotive and complex customer and client queries, concerns and complaints related to an extensive range of products and services to comprehend the cause, impact, and solution. You will also deliver great customer outcomes to create advocates of Barclays.

Barclays is one of the world's largest and most respected financial institutions, established in 1690, with a legacy of success, quality, and innovation. 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.

**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
- 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
- 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
- Guaranteeing 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 understand 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 comprehend cause, impact, and solution

**Skills that will help you in the role**:

- 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?**

Northampton was the birthplace of Barclaycard in 1966 and we've been based in Pavilion Drive since the building opened in 1997. We purchased the building from the landlord in early 2018 as a sign of our commitment to investment in Northampton. Plans to further develop this Campus-style

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