Customer Service Advisor – Complaints United Kingdom
Job description
Customer Service Advisor - Complaints
Jersey or Isle of Man
Working Pattern - 9am and 5pm Monday – Friday
Due to government legislation, you will need to reside or relocate to either Jersey or the Isle of Man to be eligible to be considered for this role.
As a Barclays Customer Service Advisor - Complaints you will provide exemplary Customer Service to our Private Bank and Overseas Services (PBOS) Clients. You will be a part of the PBOS Complaints Team, your responsibilities will include negotiating with customers, resolving their complaints and reaching mutually agreeable settlements whilst minimising financial and reputational loss to the bank. You will often be involved in arbitration via 3rd parties such as solicitors, county courts, and card schemes, all conducted with a view to avoiding adverse publicity and undue costs.
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.
Due to Jersey government legislation, you will need to reside or relocate to the Jersey to be eligible to be considered for this role.
This opportunity is open to flexible working arrangements. Such as working from home, flexible or compressed hours, and part-time options. If you have a need for flexibility, please apply and discuss this with us during the hiring process.
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 are able to request work patterns to reflect their personal circumstances
Please discuss the detail of the working pattern options for the role with the hiring manager.
We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life. If you would like some flexibility, then please discuss this with the hiring manager, and your request will be reviewed subject to business needs.
• Resolving escalated complaints by telephone, mail and face to face
- Investigating and resolving complaints across all categorisations including L2, L3, Head Office, Risk, PPI & Exec Office, identifying and researching the complaints points
- Managing, investigating and resolving Ombudsman Scheme complaints, which includes liaison with the relevant Ombudsman Scheme during case investigations
- Dealing directly with complex client situations and communicating with clients throughout the cycle of investigation
- Providing appropriate remediation and redress to clients, by making use of financial/non-financial redress and identifying the most appropriate outcomes to resolve the complaint
- Timely and accurate recording of information on complaints, including complaint codes and notes, so that insightful management information can be extracted
• A proven track record of delivering customer service excellence, developing and maintaining relationships with people at all levels within a large organisation
- Understanding of complaints procedures and the ability to liaise effectively with colleagues in other areas of the business
- A confident communicator who can maintain an empathetic approach whilst adhering to company policy and procedures
• A strong team player, with a flexibility to support as required
- An investigative mentality and be capable of handling data in large quantities
- Experience of mentoring or coaching other colleagues
Where will you be working?
We have two offices in Jersey situated in the heart of St Helier, the main town on this idyllic Island. The Barclays offices are surrounded by good quality shops and it’s only a 5-minute walk to the beautiful harbour with numerous sea view restaurants and bars. Barclays in Jersey promotes its ‘Values’ and is at the forefront of everything we do with a business emphasis on our ‘Shared Growth’ agenda with colleagues volunteering to help others in the community they live. We are a dynamic, future focused organisation with employee opportunities for personal development and mobility across the Barclays Group.
Or
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.
