Part time 5pm-10pm Complaint Handler - Edgbaston

£11 per hour
01 Oct 2017
15 Oct 2017
Contract Type
Full Time
We are currently seeking a part time complaint handler within customer transformation in Edgbaston, Birmingham at £11ph 25hrs per week on a 6 month contract to ongoing, they do have the scope to take candidates on permanently pending business requirements.

The purpose of my role is to:
To manage elements of the customer complaint journey, ensuring that we deliver excellent service to our customers, Regulators (Financial Ombudsman Service (FOS) and Financial Conduct Authority (FCA)) and stakeholders, ultimately enabling Barclays to restore trust with its Regulators and customers.

Main aims of the role;
*Driving a step change in the customer experience through excellent complaint management and FOS interactions
*Bringing the vision for Specialist Complaints colleagues and business stakeholders to life through acting as a role model for all
*Supporting Barclays in creating a best in class relationship with our Regulators (e.g FOS, FCA)
*Supporting the delivery of a best in class FOS and FCA relationship and performance, through good quality responses and putting the customer at the heart of what you do

My accountabilities are too;
*Lead by example by being a role model for colleagues in Specialist Complaints and across the stakeholder groups (pan Barclays) - doing things wholeheartedly, with passion & enthusiasm and embracing change
*Provide feedback to all areas of Barclays using the mechanisms set up for doing so, to support other colleagues in delivering a fantastic customer experience, that our Regulators see as best in class
*Agree your challenging performance and development objectives
*Working with colleagues and areas across the organisation to enable the delivery of consistently high standards of 'seamless' customer service and achievement of customer targets.
*Developing and delivering timely, accurate and effective responses to correspondence, whilst meeting service levels as agreed with the Regulator (either FOS or FCA) and keeping customers / Regulators up to date with progress. You will be required if working on FOS work streams to do this for simple yet technical new file requests, requests for information, technical adjudications, and all settlements including those of a very complex nature. If working on non FOS work streams, you will be required to do this on complex settlements, complex administration and triage work (building case files). This will involve exercising judgement in situations of uncertainty.
*Resolving customer, colleague and other queries, including analysing situations, making decisions, dealing with unique tasks and processing complex transactions in accordance with company policy and procedures to deliver excellent customer service and achieve performance targets.
Review complaints and demonstrate the ability to make decisions, exercise judgment and use initiative within specified mandate and in accordance with TCF (Treating Customers Fairly) /DISP rules (FCA Complaint Handling Rules) and standards.
*Participate in local community events to support local needs, develop individual and team skills and raise the Barclays profile in the local community.
*Carry out workflow management services and complex administration tasks as required
*Develop in depth knowledge of pan Barclays complaint handling and general business procedures (including UKRBB, Barclaycard, Wealth, Corporate etc).
*Demonstrate excellent attention to detail and quality focus with a right first time approach to ensure minimising rework or error, including making decisions where uncertainty exists.
*Ensure that complaint records are kept up to date to ensure all FOS/Customer contact is recorded to enable Customer Relations Teams to deal effectively.
*Collate and record accurate case data for Complaint Referrals to enable effective MI management.
*Take ownership of complex or technical telephone or e-mail queries from FOS/Customer's/Claims Management Companies (CMCs) ensuring a compliance and collaborative resolution in accordance with mandates, rules and standards.
*Suggesting and implementing operational process improvements, supporting colleagues to accept and adapt to the resulting changes, to deliver a better service for our customers and/or improve efficiency.
*Addressing and where appropriate escalating complaints, issues and problems to the Team Leader or relevant channel to achieve the best possible outcome for the customer and the business in line with Regulation, Barclays' policy and best practice.

New role holders will need the following qualifications and experience from previous roles;
*Experience of providing a consistently high standard of customer service.
*Excellent written and verbal communication skills
*Have a very good understanding of complaint handling rules and approach
*Have the ability through written correspondence to negotiate an outcome or defend a position, therefore requirement of excellent persuasive written communication
*Strong investigation skills and decision making skills
*Excellent numeracy skills and the ability to understand complex numeric calculations
*Excellent understanding of the Banks systems e.g. Customer System.
*Role model for customer service interaction
*Motivated, high-performing individual with proven experience of working at one with other colleagues, to achieve and often beat their objectives.

For more information or to apply directly for this role please contact me on or alternatively I can be reached at Tanya.Finan @ Manpower .co .uk

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