Role Overview & Mandate
Executive Summary
Complaints Centre of Excellence Leader Knutsford As a Barclays Complaints Centre of Excellence (CoE) Leader, you...
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Complaints Centre of Excellence Leader
Knutsford
As a Barclays Complaints Centre of Excellence (CoE) Leader, you will have exciting chance to be the operational manager who will support a team to drive exceptional client experience and strengthen relationships through end-to-end client complaint resolutions. You will coach and develop colleagues to deliver great customer service through the investigation of emotive and complex client complaints.
Barclays is one of the world's largest and most respected financial institutions, with 329 years of success, quality, and innovation behind us. We offer careers that provide endless opportunity – helping millions of individuals and businesses thrive and creating financial and digital solutions that the world now takes for granted.
We are currently in the early stages of implementing a hybrid working environment, which means 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. We’re flexible on how this works and it may continue to change and evolve. Depending on your team, typically this means that colleagues spend a minimum of between 20% to 60% of their time in the office, which could be over a week, a month, or a quarter. However, some colleagues may choose to spend more time in the office over a typical period than their role type requires. We also have a flexible working process where, subject to business needs, all colleagues globally can request work patterns to reflect their personal circumstances. Please discuss the detail of the working pattern options for the role with the hiring manager.
What will you be doing?
• You will be responsible for defining the complaints processes and procedures, providing regular review and input to enhance the team’s performance
- Managing a team of up to eight complaint handlers, coaching them on how to handle complaints and improve their deliverables (KPIs) and client relations
- Supporting the complaint handling team with the analysis and resolutions of complex complaint issues using multiple sources of information
- Planning and managing team resources to ensure maintenance of quality and timeliness of resolution through fluctuating complaint volumes
- Representing the team at relevant governance committees and forums and ensure regulatory adherence through monthly testing and provision of robust feedback
- Supporting the Senior Risk, Control & Oversight Manager with the development of team and function strategy
- You will be responsible for promoting a growth-mindset in the team through regular feedback, effective hiring, and analysis of complaint volumes and themes
What we’re looking for:
• Complaints management experience
- Team leadership experience
- Corporate banking or financial services experience is a bonus
- Production management information experience is a bonus
Skills that will help you in the role:
• Leadership skills
- Stakeholder management and ability to influence
- Decision-making and problem-solving ability
- Proactiveness in resource management
Where will you be working?
The Barclays Technology Campus, just outside Manchester, based in Knutsford, is our transatlantic tech command centre for information security in the UK. It’s the vital strategic powerhouse behind our global operations. Radbroke is a place where big ideas become realities. Where the talent in the world can build careers full of scope, variety, and reward, by creating the technical solutions that meet today’s demands, answer tomorrow’s questions, and redefine the future of finance.
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