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Complaint Handler

barclays.co.uk Logo

Barclays

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Location:
United Kingdom , London

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Category:
Banking

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Contract Type:
Not provided

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Salary:

36000.00 GBP / Year
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Job Description:

Put yourself at the heart of the Barclays. A career in banking operations puts you at the very centre of our business strategy. By putting customers at the heart of everything we do, we’re putting our whole business behind our Customer facing teams. As the face of our brand, especially in an increasingly digital world, you'll play a vital role in our customers' financial lives. Here, your voice is heard, and you’ll have the support and opportunities to thrive.

Job Responsibility:

  • Investigate complaints, taking ownership of the end-to-end process to complete the investigation
  • Communicate with the customer and liaise with other teams within Barclays to review the complaint before coming to a resolution and writing the final response letter
  • Managing multiple complaints at the same time
  • Provision of customer service through various communication channels including chat, email and phone
  • Execution of customer service requirements to resolve more complex, specific customer needs
  • Collaboration with teams across the bank to align and integrate customer care processes
  • Identification of areas for improvement to provide recommendations for change in customer care processes
  • Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations
  • Resolution of specific customer inquiries and issues related to the bank’s products and service
  • Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders
  • Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness

Requirements:

  • Experience in customer service, particularly in banking or complaint handling and resolution
  • Confidence in verbal communication and the ability to engage effectively with customers
  • Strong written communication skills, with excellent spelling and grammar
  • Resilience and empathy when handling challenging or sensitive customer complaints
  • Ability to think quickly and remain calm under pressure
  • Proactive mindset to identify and resolve issues using available tools and systems

Nice to have:

  • Background in sales or marketing with a confident approach
  • Ability to manage difficult conversations with professionalism and control
  • Strong stakeholder management capabilities
What we offer:
  • Hybrid working
  • Structured approach to hybrid working with fixed 'anchor' days
  • Supportive and inclusive culture and environment
  • Commitment to flexible working arrangements
  • Opportunity to embrace mobility and explore operations

Additional Information:

Job Posted:
January 05, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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