Complaint Handler
Location: Opportunities available in Liverpool, Northampton, or Sunderland.
Role Overview
As a Complaint Handler, you'll investigate complaints within our debit and fraud team, taking ownership of the end-to-end process to complete the investigation. You'll need to have excellent written and verbal communication skills, be detail-oriented, and work at pace. Experience working with complaints is desirable.
Purpose of the Role
To provide exceptional customer service while resolving more complex customer needs and requests.
Accountabilities
- Provision of customer service through communication channels including chat, email, and phone.
- Execution of customer service requirements to resolve complex customer needs, providing a unique and personalized resolution for each case.
- Collaboration with teams across the bank to align and integrate customer care processes.
- Identification of areas for improvement, providing recommendations for change and feedback, and coaching colleagues on these areas.
- Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
- Resolution of customer inquiries related to the bank’s products and services, including account balances, transactions, and payments.
- Development and execution of reports on customer care performance and communication of findings to senior stakeholders.
- Identification of industry trends to implement best practices for improving customer care efficiency and effectiveness.
Analyst Expectations
- Execute work requirements as identified in processes and collaborate with closely related teams.
- Check colleagues' work to meet internal and stakeholder requirements.
- Provide specialist advice and support related to own area of work.
- Take ownership for managing risk and strengthening controls in relation to owned work.
- Deliver work in line with relevant rules, regulations, and codes of conduct.
- Maintain an understanding of team contributions to broader sub-function objectives.
- Develop awareness of underlying principles and concepts, building on operational expertise.
- Make judgments based on practice and experience.
- Assess the validity of past experiences and evaluate options under unprocedural circumstances.
- Communicate sensitive information to customers related to specific advice or administrative requirements.
- Build relationships with stakeholders to identify and address their needs.
Our Values
All colleagues are expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship – our moral compass, helping us do what is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge, and Drive – the operating manual for our behavior.