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Complaint Handler- Client Services



- Barclays -

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Post Date: Sep 12, 2018
Job Type: Permanent
Accomodation: No
Start Date: ASAP
Salary: Competitive
Location: Jersey
Job Reference: 90193970
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Description
Complaint Handler- Client Services

As a Barclays Complaint Handler - Client Services, you will be responsible for providing exemplary complaint handling and customer service to Wealth International & Wealth Intermediaries Clients. You will be required to negotiate with customers, resolve their complaints and reach mutually agreeable settlements whilst minimising financial and reputational loss to the bank. Often this involves arbitration via 3rd parties such as solicitors, county courts, and card schemes, all conducted with a view to avoiding adverse publicity and undue costs. You will be responsible for taking ownership of those complaints that the operational areas are unable to resolve to the customer’s satisfaction.

About us:
Globally, Barclays is a place where you can work alongside some fantastic people, develop your skills and succeed in your career. We hire and develop only the best people in the industry, and our long-term ambitions can only be achieved through close colleague collaboration and a shared sense of respect, integrity and excellence. You’ll thrive here if you prefer the best way, not the conventional way. You’ll also feel at home if you like being in control of your own progression. We'll judge you on your ability and nothing else.

As a Complaint Handler - Client Services, your main responsibilities will involve:
• Resolving complaints by telephone, mail and face to face. This will involve identifying and researching the cause of the complaints through liaison across all departments
• Dealing with complex client situations, communicating with aggrieved and often very angry and frustrated clients throughout the cycle of investigation and bringing their complaint to a resolution
• Making appropriate use of financial compensation and will identify, wherever possible, methods of resolving complaints to the client’s complete satisfaction
• Timely and accurate recording of case information on complaint handling, including complaint codes and ensure that the data conveyed is clear and concise
• Supporting root cause analysis activity, driven by the Root Cause Analysis Manager, to identify complaints trends and contribute to mitigating the reputational and financial risks
• Managing the relationship with both external clients and stakeholders

As a Complaint Handler - Client Services, your skills and qualifications will include:
• Excellent one to one communication skills to clients by telephone and in writing
• Previous experience in analysing and breaking complex issues would be advantageous
• A flexible and positive approach to change. Alongside this, the you will have the ability to perform in busy and challenging situations
• Knowledge of Group & FSA Governance requirements including Customer Due Diligence (CDD), Suitable Advice, Anti Money Laundering & Data Protection will be an advantage
• Being a strong team player, with wider appreciation of the objectives set out for the department to ensure a world-class service is provided to our clients
• Strong level of computer literacy and have proficient keyboard skills as these are both essential skills for this role

The Benefits:
Our customers deserve the best. The same goes for our people. That's why at Barclays you'll receive a range of benefits including a competitive salary, flexible hours and all the tools, technology and support to help you become the very best you can be.

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.

Diversity:
At Barclays, we recruit based on merit and are committed to promoting diversity throughout our organisation.

We encourage applicants to apply as early as possible in the recruitment period. Barclays recruitment periods can and may vary. We reserve the right to remove this advert during the recruitment process.


Contact Details

Jersey
URL: https://barclays.taleo.net/careersection/2/jobdetail.ftl?lang=en_gb&job=90193970&JB-14660



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