Senior Complaint Handler London, England
Job description
Senior Complaint Handler
London
As a Barclays Senior Complaint Hander, you will be providing exemplary Complaint Handling and Client Service to Private Bank, Crown Dependencies, and International Banking clients. For this role, you’ll be investigating and resolving client complaints with a view to reaching mutually agreeable and fair outcomes and decisions. Interactions with multiple departments and stakeholders within Barclays as well as liaising with client representatives externally will happen frequently.
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, identifying, and researching the complaints points in partnership with internal departments
- Managing, investigating, and resolving Ombudsman Scheme complaints, which involves liaison with the relevant Ombudsman Scheme during case investigations
- Dealing directly with complex client situations, communicating with aggrieved clients throughout the cycle of investigation and bringing their complaint to a resolution
- 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
- Accounting for the timely and accurate recording of information on complaints, including complaint codes and notes, so that insightful management information can be extracted
- Being accountable for the timely production of regulatory letters and adherence to regulatory timeframes
- Delivering a seamless, best in class client experience throughout the life cycle of the complaint, providing regular and relevant updates and adhering to local contact strategy
• A broad knowledge complaint handling process and external complaint handling regulations
- Recent general banking experience from another part of Barclays or another financial institution
• Competence in and experience of investment complaint handling would be an advantage
- MIFID qualification would be an advantage but not essential
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
