Complex Complaints Specialist (Hybrid, Glasgow)

Barclays UK; Glasgow; Hybrid; GBP 21,000 - 28,000; Full time

Job summary

Barclays UK in Glasgow is seeking a Customer Service Associate to join the Escalated Complaints team. You will support customers with complex complaints, take time to understand concerns, and help reach a fair outcome.

This hybrid role requires you to investigate, communicate clearly in writing and speech, take ownership from start to finish, and collaborate with bank teams to improve customer care processes.

Qualifications

• Experience handling complex complaints or customer issues.
• Strong problem-solving and decision-making skills.
• Excellent communication skills, both written and verbal.
• Resilience and confidence when dealing with challenging situations.
• Good organization and time management skills.

Responsibilities

• 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, and give a unique, personalised resolution for each case.
• 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 and provide feedback and coaching for colleagues on these highlighted areas.
• 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, including account balances, transactions and payments.

Skills

Complex complaints

Problem-solving

Communication (written)

Communication (verbal)

Organisational skills

Resilience

Job description

Barclays UK in Glasgow is seeking a Customer Service Associate to join the Escalated Complaints team. You will support customers with complex complaints, take time to understand concerns, and help reach a fair outcome.

This hybrid role requires you to investigate, communicate clearly in writing and speech, take ownership from start to finish, and collaborate with bank teams to improve customer care processes.