Customer Care Leader

Job Description

Overview

Customer Care Team Leader – Servicing and Support. Lead and develop a highly engaged team to pioneer an omni channel experience and achieve consistently excellent customer outcomes.

Key Responsibilities

• Customer service: create excellent customer satisfaction, influence NPS, and act as an ambassador for Barclays.
• Maintain performance management standards, inspire colleagues to be commercially minded, and support personal growth and early intervention.
• Day to day business operations: use insights to develop effective business plans, support customers with financial needs, and drive long term sustainable revenue growth.
• Market research: understand market trends, the competitive landscape and regulatory changes to identify opportunities.
• Cultivate a resolution culture: empower leaders and colleagues to solve customer requests fairly at first point of contact.
• Build an empowering environment that brings together a community of colleagues focused on Customers, Colleagues and Outcomes.
• Ensure operational and risk frameworks are adhered to for all direct reports, including observations.
• Develop deeper relationships with customers and contribute to the overall success of Barclays.

Leadership & Behavioural Expectations

• Lead and supervise a team, guiding professional development, allocating work and coordinating resources.
• Demonstrate the LEAD behaviours – Listen and be authentic, Energise and inspire, Align across the enterprise, Develop others.
• Act as an advisor and partner with other functions to influence decision making within the area of expertise.
• Take responsibility for embedding new policies, managing risk, strengthening controls and ensuring compliance with rules, regulations and codes of conduct.
• Communicate complex and sensitive information, guide and persuade team members, and serve as a contact point for stakeholders outside the immediate function.
• Show commitment to Barclays values: Respect, Integrity, Service, Excellence and Stewardship, and the Barclays Mindset: Empower, Challenge, Drive.

Required Experience and Skills

• Proven people leadership experience, especially in a telephony based customer care role.
• Strong background in customer experience, delivering high quality service and satisfaction.
• Experience with CRM systems, particularly Salesforce.
• Proficiency in Microsoft Office (Excel, Word, Outlook, Teams).
• Knowledge of risk and controls, change and transformation, business acumen, strategic thinking, digital and technology skills.
• Ability to drive performance against Service Level Agreements and manage operational processing.

Location

Based in either Glasgow or Manchester.

Equal Employment Opportunity

Barclays is an Equal Opportunity employer. We welcome applications from all background and experience levels.