Complaint Analyst 1.5

Job description

About Barclays


Barclays is a transatlantic consumer, corporate and investment bank offering products and services across personal, corporate and investment banking, credit cards and wealth management, with a strong presence in our two home markets of the UK and the US.

With over 325 years of history and expertise in banking, Barclays operates in over 40 countries and employs approximately 130,000 people. Barclays moves, lends, invests and protects money for customers and clients worldwide . Please visit our website here for more information.

Unsecured Strategy

Collections and Recoveries is responsible for the support of customers in financial difficulty, we cover customers who may have a Loan, Current Account or Business Bank Account. Our aim is to ensure that we can provide the right solution, at the right time to help customers' through their time of need.

Role Purpose

· To deliver exceptional customer experience through investigation and resolution of customers queries in a multi- channel high tech environment.
· The role must ensure that we deliver exceptional experiences to our customers demonstrating that we are obsessed with delivering the great customer outcomes in the right way and that we re-build the relationship with the customer by demonstrating a relentless commitment to our Barclays Values.

Key Accountabilities

Complaint management and resolution: 85%

· Lead by example, by being a role model for all colleagues
· To engage, investigate and resolve customer queries at first point of contact in the most efficient and effective way whilst always keeping the customer at the heart of everything you do.
· Investigate and resolve queries with varying degrees of complexity.
· Proactively make outbound calls as necessary to obtain information and resolve complex queries improving speed of resolution.
· Embrace the implementation of change and support colleagues to share and embed best practise.
· Collaborate with colleagues across Barclays to enable the delivery of a seamless customer experience and ensure best outcome for our customers.
· Demonstrate a sense of urgency in achieving individual operational goals relating to pace and ultimately quality of query resolution to support team and business.
· Engage and take ownership of every customer query and work putting yourself in the customers shoes.
· Proactively develop the necessary knowledge and development needed to be successful in this role.
· Developing and delivering timely, accurate and effective customer responses.
· Resolving customer, colleague and other queries, which may cover a wide range of products and services across Barclays dealing with each request in accordance with company policy and procedure to deliver exceptional services and achieve performance targets.
· Be a positive Ambassador for the advocacy team, collaborating with colleagues across PCB to enable the delivery of a seamless customer experience.
· Achieve operational rigour excellence in all aspects or role activities – in accordance with company policies and procedures and external regulatory requirements.

Complaint related administration: 10%

· Actively identify root causes of customer complaints, use initiative and proactively work to suggest improvements that can be made to enhance the customers experience and ultimately deliver the right outcome.
· Capture accurate information and details through the complaint handling process to allow meaningful analysis of the data by specialist teams
· Maintain and manage individual tasks on a daily basis to ensure that complaint related tasks are dealt with quickly and efficiently, whilst enduring compliance with DISP rules lens

Control: (5%)

· Understand the appropriate Policies & Standards applicable to role through reading the Code of Conduct and other training allocated.
· Where responsible for risks and controls ensure that these are appropriate and fit for purpose.
· All mandatory training completed to deadline and understood within given timescales.
· Where applicable, all risk events (incidents) or control failures to be escalated, investigated, reported and fixed at root cause to prevent reoccurrence
· Where applicable, all key risks identified, tracked, logged and managed as per the Risk Framework procedures

Person Specification

· Demonstrable knowledge and experience of delivering exceptional customer service.
· A self-starter with a keen desire to succeed.
· Strong numeracy skills.
· Highly developed communication and influencing skills
· Competent problem solving and decision making ability
· Collaborative approach to handling issues
· Drives own performance - uses initiative in seeking resolution to complaints
· High level of quality awareness
· Excellent planning and organising skills are essential for this role which heavily includes prioritisation of own workload.
· Excellent communication skills through multi channels.
· Confident and resilient telephone manner
· Ability to breakdown complex issues.
· Ability to perform in stressful and difficult situations
· Exceptional team player.
· Maintain high level of accuracy
· In depth knowledge of Barclays Products/Services/Procedures and Processes
· Proven decision making and influencing skills
· Knowledge of complaint handling procedures, regulatory and risk requirements.
· Experience of Respond and Customer Gateway systems is highly desirable.

Risk and Control Objective

All Barclays colleagues have to ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards


Benefits

Our customers deserve the best. The same goes for our employees. That's why at Barclays you'll receive a range of benefits that include a competitive salary and all the tools, technology and support you need to succeed.


Our Culture

Everything we do is shaped by the five values of Respect, Integrity, Service, Excellence and Stewardship. The values inform the foundations of our relationships with customers and clients, but they also shape how we measure and reward the performance of our employees. Simply put, success is not just about what you achieve, but about how you achieve it.

Dynamic working gives everyone at Barclays the opportunity to integrate professional and personal lives, if you have a need for flexibility then please discuss this with the hiring manager.

Barclays is an equal opportunity employer and are opposed to discrimination on any grounds. For more detailed information, please visit our dedicated Diversity and Inclusion site here .