• Job Description

  Req#: 90378559

  Investment Complaint Handler
  London
  35hrs per week, between 9am-5pm Monday to Friday (the successful candidate will sign a 7am-11pm Monday to Sunday contract)

  As a Barclays Investment Complaints Handler, you’ll be taking ownership of exceptional customer service by strengthening customer relationships and investigating complex customer queries and concerns which relate to an extensive range of investment products. You’ll get an opportunity to work within an investment or financial planning background, as you’ll be managing the expectations of high profile, wealthy customers. You’ll also investigate and deliver accurate customer outcomes, proactively with colleague across our niche team.

  
  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.

  
  At Barclays, we offer a hybrid working experience that blends the positives of working alongside colleagues at our onsite locations, together with working from home. We have a structured approach where colleagues work at an onsite location on fixed, ‘anchor’, days of the week, for a minimum of two days a week or more, as set by the business area (or nearest equivalent if working part-time hours). Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that as we continue to embed our hybrid working environment, we remain in a test and learn phase, which means that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.

  What will you be doing?
  • Using genuine empathy to create an effortless service on inbound and outbound calls with customers and taking accountability for investigating customer complaints
  • Balancing different viewpoints and customer insight with policies, exercising clear judgement and initiative to reach the right customer outcome
  • Engaging with and helping customers via telephone, letter or email communication, ensuring they receive an exceptional experience and outstanding service
  • Adopting contact strategy to ensure all customers during their complaint lifecycle have telephony contact
  • Recording customer contact accurately on all applicable systems and responding to customer requests in a timely and professional manner
  • Communicating with customers to engage in their story and by being passionate about what customers are passionate about, create moments that matter
  • Interacting with customers on their terms, in an engaging way that demonstrates open-mindedness, active listening and being genuinely curious

  What we’re looking for:
  • Excellent experience in financial planning and investment
  • Exceptional communication skills, both written and verbal and excellent attention to detail
  • Proven Customer Service experience with capability to provide an exceptional customer experience
  • Excellent judgement and decision-making skills to deal with complex customer needs and confidence to take ownership of these

  
  Skills that will help you in the role:
  • Previous experience of resolving complaints through a final response letter
  • Experience of Financial Ombudsman Service complaints
  • An analytical mindset with excellent problem solving skills
  • Experience managing several cases at the same time

  Where will you be working?
  In the heart of Canary Wharf, our headquarters at Churchill Place boasts onsite amenities such as; a gym, staff restaurant and deli bar, and is easily accessible by tube and bus links. With a population of around 5000 staff the atmosphere is second to none with a real buzz being created around the offices within.

  #LI-Hybrid

• About the company

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