Complaints Handler


Sep 10th, 2022
Finance is the oxygen of the economy. Acting transparently and with expertise, we deploy finance responsibly to support people and businesses, acting with empathy and integrity, championing innovation and sustainability, for the common good and the long term. We have the capability and capital, the operational resilience and the commitment, to make a real and lasting difference to the economic lives of customers and communities. This is as true today as it was when our bank was founded over 330 years ago.

A values-driven business

We deploy finance responsibly to support people and businesses, acting with empathy and integrity, championing innovation and sustainability, for the common good and the long term.
Our Purpose is the reason our company exists; the societal need we fulfil. It encapsulates what we are fundamentally here to do. It provides a clear expression of the kind of business we want to be, and what we care about, which in turn helps guide us in the decisions we make.

Working at Barclays

In support of this great purpose, everything we do is underpinned and driven by our strong values of Respect, Integrity, Service, Excellence and Stewardship. These are fundamental to who we are, wherever we are, and in whatever role we have at Barclays – and they really matter to us.

Our values guide us, but we also believe opportunities are created by those who like to challenge convention, explore new possibilities and run with bold ideas. People who think differently, who bring all kinds of backgrounds, skills, experiences and perspectives with them.

We believe that a diverse, inclusive and engaged culture is vital; that everyone’s value should be recognised and celebrated; and that every colleague has the same opportunity to fulfil their career potential. We focus on five global diversity agendas: Disability, Gender, LGBT, Multicultural and Multigenerational. And we support our colleagues in their life and work through our wellbeing initiatives, dynamic working and networking groups.

Complaints Handler
Working pattern Rotating between 8am and 6.30pm Monday – Sunday

As a Barclays Complaints Handler you will take ownership of an exceptional customer and client experience across a multi-channel environment. You will investigate complex and emotive technical customer and client queries, concerns and complaints, in order to understand the cause, impact, and generate a solution. You will work within the Advocacy Team, amongst 4000 customer-obsessed experts with smart technology to offer our customers the opportunity to contact us through telephony, web chat or secure message.

Barclays is a British universal bank. We are diversified by business, by different types of customers and clients, and by geography. Our 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 our service company which provides technology, operations and functional services across the Group.

What you get from us
Competitive salary
Competitive holiday allowance
Life assurance
Income protection
Private medical care
Pension contribution
Flexible working
Voluntary benefits and more

This opportunity is open to flexible working arrangements. Such as working from home, flexible or compressed hours, and part-time options. If you have a need for flexibility, please apply and discuss this with us during the hiring process.

Hybrid Working
We are currently operating in a hybrid working environment, meaning 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. Please discuss the detail of the working pattern options for the role with the hiring manager.

What will you be doing?
• Investigating customer/client queries, concerns and complaints, whilst withholding judgement – using all resources to assess and evaluate the situations

  • Demonstrating a strong level of competence in our digital products, enabling you to proactively educate customers/clients to have confidence using our digital channels
  • Balancing different viewpoints and insights with policies to reach the right customer outcome, that’s also within the best interest of the Bank
  • Responding to external stakeholders such as the Financial Ombudsman and Claims Management Companies in scenarios where litigation may commence
  • Identifying systemic risk issues and providing timely, accurate responses to develop fair outcomes which maintain compliance regulatory requirements and Barclays Standards
  • Emotionally connecting with our clients/customers to engage in their story and creating customer advocacy
  • Supporting leaders with high-profile, complex cases where the business is struggling to find solutions, through collaborating across Group colleagues
  • You will actively identifying root-causes of concerns and complaints, and capturing accurate information and details throughout the end to end customer journey
What we’re looking for:
• Previous experience of complaint handling whilst delivering exceptional customer/client interactions

  • The ability to break down complex issues and assimilate a wide range of information to reach the right outcome for the customer and bank
  • Excellent planning and organizational skills, with a strong attention to detail; using these abilities to find solutions and maintain positive relationships in a changing environment
  • A natural empathiser with the desire to do the right thing for the customer and exceed expectations. Using these skills to take the heat out of challenging situations
Skills that will help you in the role:
• Knowledge of Banking products and services

  • Knowledge of regulatory and risk requirements relating to complaints
  • Digitally savvy across multiple digital channels
  • Experience of Barclays customer information and management systems

Where will you be working?
Our new state-of-the-art Campus, right in the heart of Glasgow is a hub of creative collaboration. A place where everyone can bring their true selves to work and reach their full potential. Home to 5,000 of our colleagues, our Tradeston campus will support the community in more ways than one – by creating thousands of new career opportunities and celebrating local artists. A short walk from Central Station on the south of the Clyde, it will be a key location for the Barclays business that will deepen our ties with the city and its communities.



If you require alternative methods of application or screening, you must approach Barclays directly to request this, as we're not responsible for the employer's application process.

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