Complaints Handler

Salary: £29,640 per year

Complaints Handler 

Northampton/ Hybrid

£29,640 per annum + Excellent Benefits

Rotating between 7am and 11pm Monday – Sunday

As a Barclays Complaints Handler you will be at the forefront of our obsession with customers – and right now our customers need us more than ever. Whatever their enquiry might be; you’ll support them with a personal approach, providing solutions to best suit their specific needs. 

We are looking for colleagues who have empathy, understanding, and a desire to take ownership of their personal development, how you develop is up to you but we’ll make it our job to notice, nurture and support your ambitions. There are multiple opportunities to grow your skills and develop into leadership roles. More than that, our service centres are seen as a hotbed of talent for our entire business.

As a business we believe that by helping our colleagues continue to learn, develop and grow, they can adapt to our customers changing needs and support them when they need us the most – from life’s little moments to the big ones. 

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. 

What you get from us

Competitive salary

Competitive holiday allowance

Life assurance

Income protection

Private medical care

Pension contribution

Flexible working

Voluntary benefits and more

Hybrid Working

We are currently operating in a hybrid working environment, meaning 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. Please discuss the detail of the working pattern options for the role with the hiring manager.

What will you be doing?

• Connecting with customers/clients by being passionate about what customers/clients are passionate about, create moments that matter and are memorable

• Interacting with customers on their terms, in a way that demonstrates open-mindedness, actively listening and being genuinely curious, flexing your style to reflect theirs

• Answering inbound customer calls to discuss their queries and concerns following remediation mailings 

• Investigating customer/client queries, concerns and complaints whilst withholding judgement, using the conversation cycle and role modelling mutual respect

• Taking ownership of customer complaints and queries from external stakeholders providing timely accurate responses and collaborating to develop fair outcomes

• Creating exceptional customer/client experiences by being professional, caring and taking ownership when delivering outcomes and keeping promises

What we’re looking for:

• Excellent planning and organisational skills with a strong attention to detail in preparing for each contact and approaching each investigation using own judgement to balance with pace

• Excellent communication skills, both verbally and in writing, to deliver positive impactful communication needed to gather information, and provide proactive updates 

• Ability to deal with challenging situations, remaining in control and empathetic to move the conversation on and find common areas of agreement.

• Collaborative approach to finding solutions, maintaining positive relationships with teams and departments across the Barclays group

Skills that will help you in the role:

• Excellent team player, supporting a culture of individuality, fun, and the sharing and embedding of best practice

• Ability to work individually and under pressure

• Previous experience of mentoring and coaching others

• Knowledge of regulatory and risk requirements relating to complaints would be advantageous

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. This state-of-the art energy efficient building holds up to 2,500 staff. The office location is perfect for travel from the midlands and London alike as we are based just off the A45, it is easily accessible by both car and bus routes.