Investments, Mortgages, and Protection Complaints Associate

Location: Glasgow

Length: 6 Months 

Hybrid: 2 days in the office

PAYE only

Overall purpose of the role

As a Barclays Complaints Associate you will be part of a dedicated team with an inclusive and knowledge sharing culture on hand to support our customers to support with any historical protection policies and investments. You will be the first point of contact once their complaint is logged, you will create an exceptional customer experience through a wide variety of varying contact methods with the customer, including inbound and outbound telephony calls. This is an exciting opportunity for you to resolve customer problems at pace and support the business with understanding the root cause, impact and solution.

Key Accountabilities:

• Using genuine empathy and emotionally connect with customers to engage in their story to create an effortless experience and outstanding service on inbound and outbound calls, taking responsibility for investigating and resolving customer complaints effectively

• Adopting contact strategy to engage customers via telephone, text or email communication.

• Recording customer contact accurately on all applicable systems and responding to customer requests in a timely and professional manner 

• Interact with customers on their terms, in an engaging way that demonstrates open-mindedness, active listening and being genuinely curious, flexing your style to reflect customer preferences

• Investigate complex and unique customer queries, concerns and complaints for Investment, Protection and Pension policies. Whilst withholding judgment, using the conversation cycle and role modeling mutual respect. Utilise all resources to assess and evaluate situations at pace. 

• Balance different viewpoints and customer insight with policies, exercising clear judgment and initiative to reach the right customer outcome that is within the best interest of the Bank to create customer advocacy.

• Identify ways to make the customer feel valued beyond the decisioning of a complaint

• Take ownership of customer complaints and queries from external stakeholders (including the Financial Ombudsman Service (FOS) and Claims Management Companies (CMCs)) providing timely and accurate responses and collaborating to develop fair outcomes. This will include complex new file requests, complex adjudications and all complex final decisions

• Undertake proactive diary management to ensure that complaint cases are progressed for full review or resolution according to regulatory timescales.  Ensure all blockers are removed to prevent unnecessary delays, tackling complaints in priority order to achieve individual and team targets.

• Confidently challenge what is not right and influence what is, identifying opportunities for improvement using all available feedback loops

• Interact with other areas of Advocacy to discuss any queries we have about progression of customer complaints to reach resolution whilst being the point of contact to answer queries from other stakeholders’ to assist complaint resolution

• Liaise with third party providers to ensure the timely return of relevant documents relating to a complaint.   

• Achieve quality excellence by ensuring all activities and duties are carried out in full compliance with regulatory requirements, Barclays Operational Risk Framework and internal Barclays Policies and Standards

• Providing support by coaching, training and sharing knowledge with less experienced colleagues.

Key Skills:

• Financial Services experience 

• Exceptional communication skills, both written and verbal and excellent attention to detail

• Excellent computer literacy 

• Proven Customer Service experience with capability to provide an exceptional customer experience

• Excellent judgment and decision making skills to deal with complex customer needs and confidence to take ownership of these

• Strong planning and organisational skills

• Good analytical skills

• Ability to manage a number of tasks simultaneously and deliver within tight timescales

• Good communication skills both verbally and in writing.

• Knowledge of Microsoft packages including Word, Outlook, Excel, and PowerPoint

• Technical knowledge of mortgages, financial advice and pensions would be beneficial for this role

About Barclays:

Barclays is a British universal bank. It is diversified by business, by different types of customers and clients, and by geography. Barclays businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by its service company which provides technology, operations and functional services across the Group.

Values

Everything Barclays does is shaped by its five values of Respect, Integrity, Service, Excellence and Stewardship. The Barclays values inform the foundations of its relationships with customers and clients, but they also shape how Barclays measures and rewards the performance of colleagues. Simply put, success is not just about what you achieve, but about how you achieve it.

Diversity

Barclays aims to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to Barclays vision and goals.

Hybrid Working

Barclays is 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. Barclays is 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. Barclays also has a flexible working process where, subject to business needs, all colleagues globally are able to request work patterns to reflect their personal circumstances

Your Benefits

As a contract employee of Randstad Sourceright, you’ll receive a wide range of financial and personal benefits. There’s enrolment in a pension plan (after 12 weeks on assignment) and holiday pay. You’ll also get 24/7 access to an Employee Assistance Programme, designed to help you deal with any problems that could be affecting your home or work life. Plus, there’s discounts at heaps of high street shops, restaurants and entertainment - from Asda to Zizzi Italian restaurants.