Customer Service Advisor - Complaints Douglas, Scotland
Job description
Customer Service Advisor - Complaints
Douglas, Isle of Man
As a Barclays Customer Service Advisor – Complaints, you will be working within the Private Bank Complaints Team accountable for providing exemplary Complaint Handling and Client Service to Private Bank, Crown Dependencies, and International Banking clients. externally. For this role, you will be supporting colleagues in other client facing roles to resolve complaints at First Point of Contact or taking ownership of complaints that the operational areas are unable to resolve to the client’s satisfaction too.
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 in the early stages of implementing a hybrid working environment, which means 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. We’re flexible on how this works and it may continue to change and evolve. Depending on your team, typically this means that colleagues spend a minimum of between 20% to 60% of their time in the office, which could be over a week, a month, or a quarter. However, some colleagues may choose to spend more time in the office over a typical period than their role type requires. We also have a flexible working process where, subject to business needs, all colleagues globally can request work patterns to reflect their personal circumstances. Please discuss the detail of the working pattern options for the role with the hiring manager.
What will you be doing?
• Resolving escalated complaints by telephone, digital channels, or post
- Investigating and resolving complaints across all types including first point of contact, escalations, and Ombudsman referrals
- Managing, investigating, and resolving Ombudsman Scheme complaints
- Dealing directly with complex client situations, communicating with unhappy and sometimes frustrated clients
- Providing appropriate remediation and redress to clients, by making use of financial/non-financial redress
- Handling timely and accurate recording of information on complaints
What we’re looking for:
• Broad knowledge of Barclays complaint handling process and external complaint handling regulations
- Proven knowledge of Barclays Wealth and Investment Management and/or Barclays Private Bank products and services
- Ability to demonstrate excellent communication skills, with external clients, both verbal and written, and with internal stakeholders
- Capability to perform in dynamic, busy and challenging situations
Skills that will help you in the role:
• Proven experience of handling executive level complaints would be beneficial
- Ability to liaise with ombudsman and has experience with collation and submission of case files would be beneficial, whether with a financial ombudsman
- Previous experience in being able to analyze and break down complex issues would be advantageous
- Excellent negotiation skills and knowledge of both Barclays Group and preferably regulatory requirements on complaint handling
Where will you be working?
You will be based in one of our two offices situated in the heart of Douglas, Isle of Man, where you are within 5 minutes’ walk of the shops and harbour. Barclays holds its values at the forefront of everything we do with a firm emphasis on our colleague population and the community we live in. We are a fast paced, future focused organisation with opportunities for development and mobility across Barclays Group.
#LI-Remote and #LI-Hybrid
