Complaints Executive Customer Relations Manager

Job title:

Complaints Executive Customer Relations Manager

Company

Barclays

Job description

Glasgow (United Kingdom), Knutsford (United Kingdom), Greater Manchester (United Kingdom)Whippany (United States)New York (United States)Northampton (United Kingdom)Whippany (United States) Recently viewed jobsNo jobs viewed yet.Featured storiesComplaints Executive Customer Relations ManagerLondon, United KingdomSave for LaterDate live: 27/03/2025Business Area: Specialist Customer CareArea of Expertise: Banking OperationsContract: PermanentReference Code: JR-0000017770Jump To:Barclays Banking Operations Put yourself at the heart of the Barclays. A career in banking operations puts you at the very centre of our business strategy. By putting customers at the heart of everything we do, we’re putting our whole business behind our Customer facing teams. As the face of our brand, especially in an increasingly digital world, you’ll play a vital role in our customers’ financial lives. Here, your voice is heard, and you’ll have the support and opportunities to thrive.See your commuteAs an Executive Customer Relations Manager, you’ll investigate complex complaints, taking ownership of the end to end process to complete the investigation.You’ll need to have excellent written and verbal communications skills, be detailed orientated and work at pace. Any experience working with complaints would be beneficial. You’ll need to work from our London office 2 days per week. The interviews for this position will be two stage.If we receive a high volume of relevant applications, we may choose to close the advert earlier than the advertised date, please ensure you apply as soon as possible if you have the skills needed to become our next Executive Customer Relations Manager.Two stage interview process in London.Monday to Sunday 7am-11pm contractTypical shift patterns Monday to Friday between 8am-8pm, occasional Saturday to Sunday 9am-5pmHybrid working pattern- Tuesday and Thursday are office daysSalary £35,000Purpose of the roleTo provide exceptional customer service while resolving more complex customer needs/requests.Accountabilities

• 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.
• Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
• Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.

Analyst Expectations

• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.Share jobReasonable AdjustmentBarclays welcomes applications from all candidates and is committed to ensuring reasonable adjustments (accommodations) are put in place to allow for a fair and inclusive recruitment process. For more information and how to request one, please reviewOur purposeWe’re a global, vital and highly respected financial organisation with an inspiring Purpose. Operating in 39 countries and employing around 100,000 people across the world, we help communities, individuals and businesses thrive. And we’ve created financial solutions and technology that the world now takes for granted. A career with us can offer incredible variety, depth and breadth of experience, and the chance to learn from some of the best minds in technology and finance.To find out more about Barclays’ strategy please clickEqual opportunitiesBarclays offers a diverse, inclusive and engaged culture. A place where people can bring their whole selves to work and be respected for who they are, valued for what they do and celebrated for their contribution to our business and our community.We are an equal opportunity employer and opposed to discrimination on any grounds. It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, colour, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.Right to work statementBarclays is required by law to confirm that you have the Legal Right to Work in any role that you apply for. If you currently hold a work visa sponsored by Barclays, or you would require sponsorship from Barclays, you must declare this as part of your application. Sponsored visas are role and entity specific and any changes must be reviewed. It is important that you ensure you are working on the correct visa at all times. Failure to accurately disclose your visa status or Legal Right to Work may result in your application or any employment offer being withdrawn at any time.This is Barclays LondonOur global HQ is in Canary Wharf, at the heart of London’s financial district. There are over 10,000 colleagues here – a hugely diverse workforce made up of the world’s best financial and tech talent. If you love the buzz of city life, this is the place to be.Supporting active commutersCycle or run to work? We’ve got everything you need – from cycle hire and parking areas to new showering and changing facilities.Time to connectCoSpace is our drop-in co-working space, where networks are built, problems are solved collectively and our community is strengthened.Wellbeing in focusOur Wellness Suite includes a well-equipped gym and exercise studios, and provides personal training sessions and massage therapy.Advanced trading floorsOur new trading floors enhance communication, integrate sustainability, and support health and wellbeing through innovative design and British-sourced furniture.Your browser does not support the video tag.This is Barclays LondonOur global HQ is in Canary Wharf, at the heart of London’s financial district. There are over 10,000 colleagues here – a hugely diverse workforce made up of the world’s best financial and tech talent. If you love the buzz of city life, this is the place to be.Supporting active commutersCycle or run to work? We’ve got everything you need – from cycle hire and parking areas to new showering and changing facilities.Time to connectCoSpace is our drop-in co-working space, where networks are built, problems are solved collectively and our community is strengthened.Wellbeing in focusOur Wellness Suite includes a well-equipped gym and exercise studios, and provides personal training sessions and massage therapy.Advanced trading floorsOur new trading floors enhance communication, integrate sustainability, and support health and wellbeing through innovative design and British-sourced furniture.Your browser does not support the video tag.Be you. Be valued. Belong.We celebrate the unique perspectives and experiences each individual brings, believing our differences make us stronger and drive success. Our colleague networks offer connection, support, and growth, while our “This is Me” series shares the unique stories of our colleagues. Committed to diversity, equity, and inclusion, Barclays values you for who you are and ensures you truly belong.You can learn more about our commitment to our colleague on our DE&I page.Application ProcessYour applicationWe’ll ask for information about you, your CV and cover letter. 1Your assessmentCovering your behaviours and ability at work. 2Your interviewExploring your past experiences and skills. 3Next stepWe’ll request additional information so that you can complete our screening process 4Working flexiblyWe’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports your personal needs, alongside the professional needs of our business. If you’d like to explore flexible working arrangements, please discuss this with the hiring manager. Your request will be reviewed in-line with the requirements of the role/business needs of the team.Hybrid workingWe have a structured approach to hybrid working, where colleagues work at an onsite location on fixed, ‘anchor’, days, as set by the business area. Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.Barclays is built on an international scale.Our geographic reach, our wide variety of functions, businesses, roles and locations reflect the rich diversity of our worldwide customer base. All of which means we offer incredible variety, depth and breadth of experience.
And the chance to learn from a globally diverse mix of colleagues, including some of the very best minds in banking, finance, technology and business. Throughout, we’ll encourage you to embrace mobility, exploring every part of our operations as you build your career.Related contentRelated JobsLondon (United Kingdom)27 MarLondon (United Kingdom)24 MarSign up for job alertsMake sure you see job opportunities when they become available. Just add a few details below to stay up to date with jobs that suit you and your skills.Email Interested InSearch for a category and select one from the list of suggestions. Select a location from the list of options. Finally, click “Add” to create your job alert.

Expected salary

Location

London

Job date

Sat, 29 Mar 2025 08:33:56 GMT

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