Customer Care Leader

Join us as a Customer Care Team Leader within Servicing and Support, where you will lead and motivate a team of up to 15 colleagues delivering high-quality support to our high-value Business Banking clients through phone and email. You will play a pivotal role in driving performance against Service Level Agreements, overseeing the effective handling of servicing requests, and fostering a culture of excellence.

With a great focus on quality and customer outcomes, you will ensure your team consistently delivers an outstanding service experience that meets the expectations of both the business and our clients.

To be successful as a Customer Care Team Leader, you should have:

• Accomplished background in people leadership
• Experience in developing and enhancing both team and colleague performance
• Proven experience within a telephony-based role

Some other highly valued skills may include:

• Demonstrated background in customer experience, with a focus on delivering high-quality service and customer satisfaction
• Proven experience working with CRM systems, particularly Salesforce
• Proficiency in Microsoft applications, including Microsoft Office Suite (e.g. Excel, Word, Outlook, Teams)

You may be assessed on key critical skills relevant for success in the role, such as risk and controls, change and transformation, business acumen, strategic thinking, and digital and technology, as well as job-specific technical skills.

This role will be based in Glasgow.

Purpose of the role: To lead and develop a highly engaged team, pioneering an omni-channel experience to achieve consistently excellent customer outcomes. Build and maintain your team’s capability to deliver excellent customer outcomes through identifying, understanding, and meeting customer needs both internally and externally, using available tools and enablers to grow business performance.

Accountabilities:

• Customer service to create excellent customer satisfaction and positively influence NPS (Net Promoter Scores), acting as an ambassador for Barclays externally and internally, creating connections and growth for customers.
• Identification and maintenance of active performance management standards across the team, communicating to and inspiring colleagues to be commercially minded, achieve goals and expectations, measure them frequently and honestly to ensure personal growth and support early identification and intervention where required.
• Day-to-day running of the business, using internal and external insights to develop an effective business plan, making evaluative judgments to support customers with their financial needs and drive long-term sustainable revenue growth in your area.
• Market research to understand market trends, competitive landscape, and regulatory changes to identify market opportunities.
• Cultivation of a resolution culture where leaders and colleagues are customer advocates and are empowered to deal with customer requests fairly at first point of contact.
• Creation of an empowering environment, bringing together and supporting a community of colleagues who care about Customers, Colleagues, and Outcomes.
• Operational performance of allocated sites and surrounding touchpoints.
• Ensuring operational and risk frameworks are adhered to for all direct reports, including observations.
• Creation of a culture which enables focus on building deeper relationships with customers and contributes to the overall success of Barclays.

Analyst Expectations:

• To perform prescribed activities in a timely manner and to a high standard, consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise.
• Thorough understanding of the underlying principles and concepts within the area of expertise.
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard.
• The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• For an individual contributor, they develop technical expertise in the work area, acting as an advisor where appropriate.
• 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/procedures 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, regulations, and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisation's 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 the 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.