Escalations Specialist – Complex Customer Care (Glasgow)

Barclays; Glasgow; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Barclays in Glasgow is looking for a Customer Service Associate to join the Escalated Complaints team. You will support customers with complex complaints and queries, taking the time to understand their concerns and helping to reach a fair outcome.

You will investigate, communicate, and own the resolution process across multiple channels, ensuring timely progress while upholding Barclays policies and regulatory requirements. The role is based in Glasgow with a hybrid working arrangement.

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

• Investigating complex customer complaints and gathering the information needed to make informed decisions.
• Speaking and writing to customers in a clear, professional and empathetic way.
• Taking ownership of complaints from start to finish, keeping customers updated and delivering on promises.
• Managing your workload effectively to make sure complaints progress within required timescales.
• Identifying and removing barriers that could delay a complaint being resolved.
• Following Barclays policies, procedures and regulatory requirements at all times.

Skills

Complex complaints handling

Problem solving

Communication skills

Time management

Empathy

Job description

Barclays in Glasgow is looking for a Customer Service Associate to join the Escalated Complaints team. You will support customers with complex complaints and queries, taking the time to understand their concerns and helping to reach a fair outcome.

You will investigate, communicate, and own the resolution process across multiple channels, ensuring timely progress while upholding Barclays policies and regulatory requirements. The role is based in Glasgow with a hybrid working arrangement.