• Job Description

  Req#: 00279464

  Complaints Handler
  Northampton

  Northampton /Hybrid
  Competitive starting salary of £24,700 per annum + Excellent Benefits including Private Medical Care including GP services, Life assurance, Pension Contribution, Sharesave Scheme, Generous holiday allowance and Lifestyle Benefits
  Home Working with ad hoc site attendance when required – expected to be 1 or 2 days per month
  16-30 Hours per week – Evenings up to 8pm and Saturdays 8am to 3.30pm
  
  As a Barclays Complaints Handler, you will handle complaints about lots of products and services including Mortgages, Credit and Debit Cards, Current Accounts, Savings Accounts and Fraud, but we don’t expect you to handle all of these at the same time. If you’ve any experience in these areas tell us and we can look at matching you with your area of experience. If you’ve no experience, then don’t let that hold you back. We have lots of colleagues who joined us in that same position.
  We’re looking for passionate, empathetic people who can help us restore trust and confidence in Barclays when things go wrong for our customers. Our aim is to create exceptional customer experiences by being professional, caring, taking ownership and keeping our promises to customers.
  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.
  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.

  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?
  • Working in a team with other complaint handlers, taking end to end ownership of customer complaints
  • Investigating the complaint, including collaborating with other colleagues and teams
  • Delivering a fair and accurate outcome, with pace, to meet our regulatory obligations and deliver the best possible customer experience
  • Communicating the outcome of the complaint, usually by telephone and follow it up in writing

  What we’re looking for:
  • Excellent communication skills, both verbally and written, to deliver positive impactful communication needed to gather information, and provide proactive updates
  • Fantastic listening skills to ensure you quickly get to the core of our customer’s dissatisfaction
  • Excellent planning and organisational skills with a strong attention to detail
  • A sense of urgency – our customers will often complain during life’s key moments such as buying a house or after a bereavement and they need a fair and accurate outcome, with pace

  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 dealing with challenging situations, remaining in control and empathetic
  • Knowledge of regulatory and risk requirements relating to complaints would be advantageous
  • Ability to move a conversation on and find common areas of agreement

  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 location are under way to allow for a real collaborative work environment. Based just off the A45 it is easily accessible by both car and bus routes.
  

• About the company

  From current accounts, mortgages and insurance, to loans, credit cards and saving accounts – see how we can help you. Let’s go forward

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