Complaint Handler

This Complaints Handler role presents a significant opportunity for individuals seeking to develop a career in customer resolution and operational excellence within a leading financial institution. Working closely with the executive team, you will be instrumental in managing the entire lifecycle of customer complaints, from initial investigation to the final resolution. This position is ideal for those who thrive on problem-solving, possess strong analytical skills, and are committed to delivering exceptional customer service.

Key Advantages for Candidates:

• End-to-End Ownership: You will take full responsibility for each complaint, allowing you to develop a comprehensive understanding of the investigative process and see matters through to successful resolution. This autonomy fosters a strong sense of accomplishment.
• Cross-Functional Collaboration: The role requires close liaison with various teams across Barclays. This provides an invaluable opportunity to build a broad network, understand different business functions, and enhance your stakeholder management skills.
• Skill Development: This position is designed to hone critical skills such as investigation, dispute resolution, communication (both verbal and written), and problem-solving under pressure. You will gain in-depth experience in handling complex customer needs.
• Impactful Contribution: Your work directly influences customer satisfaction and contributes to the continuous improvement of customer care processes. You will have the chance to identify areas for enhancement and provide actionable recommendations.
• Career Progression: The role emphasizes the development of technical expertise and the ability to act as an advisor. This foundation is crucial for advancing into more senior roles within customer service, operations, or related fields. The mention of potential assessments in areas like risk, change, and business acumen suggests a pathway for growth into more strategic positions.
• Structured Environment: While the shift pattern is broad, it offers flexibility for those who can adapt. The clear salary of £36,000 reflects the importance and responsibilities of this role.

Key Considerations for Candidates:

• Pace and Organisation: The job description highlights the need to manage multiple complaints concurrently and work at pace. Candidates must possess excellent organizational skills and the ability to prioritize effectively to meet deadlines.
• Detail-Oriented Approach: Proactive identification of issues and a keen eye for detail are paramount. You will need to meticulously review information and communicate findings clearly and accurately.
• Resilience and Empathy: Handling challenging and sensitive customer complaints requires a high degree of emotional intelligence, resilience, and empathy. The ability to remain calm and professional under pressure is essential.
• Communication Proficiency: Strong verbal and written communication skills, with impeccable spelling and grammar, are non-negotiable. You will be the voice of the company in resolving customer issues.
• Proactive Problem-Solving: A proactive mindset, coupled with the ability to utilize available tools and systems to identify and resolve issues independently, is highly valued.
• Interview Process: Be prepared for a two-stage face-to-face interview process in London, indicating a thorough assessment of your suitability for the role.
• Weekend Availability: The shift pattern indicates potential work across the entire week, which candidates should consider in their personal planning.
• Barclays Values: A strong alignment with Barclays' core values (Respect, Integrity, Service, Excellence, Stewardship) and mindset (Empower, Challenge, Drive) is expected.

This Complaints Handler position offers a dynamic and rewarding career path for individuals who are passionate about customer advocacy and driven by a desire to contribute to operational excellence. By demonstrating the required skills and embracing the core values, candidates can establish a strong foundation for a successful career within Barclays.