At a Glance
- Tasks: Lead a dynamic customer service team, ensuring top-notch support for global clients.
- Company: Join Barclays, a leading bank with a strong focus on people and innovation.
- Benefits: Enjoy hybrid working, competitive pay, and a comprehensive benefits package.
- Other info: Embrace a culture of learning and development with excellent career growth opportunities.
- Why this job: Make a real impact by enhancing customer experiences in a fast-paced environment.
- Qualifications: Strong leadership skills and a passion for customer service are essential.
The predicted salary is between 40000 - 50000 £ per year.
hackajob is collaborating with
Barclays to connect them with exceptional professionals for this role.
- Customer Service Team Manager
- Working
Hours: You’ll work across a 24/7 rotating shift pattern, covering a mix of weekday and weekend shifts including evenings, nights and occasional afternoons to support global client needs.
About The Role
We’re growing our team to better support our global market clients, extending our service beyond core business hours to meet their everyday banking needs.
Join us as a Customer Service Leader and play a key role in this next phase of growth.
In this role, you’ll bring strong operational leadership and a customer‑first mindset.
You’ll use insight to improve performance, embed change and maintain robust risk and control standards, helping us deliver consistently great outcomes for our clients.
- Shift Pattern
- Rotation across day, evening and overnight shift, including a mix of weekdays and weekend working
- Typical shift times range between 20:00 – 06:30 and 22:15 – 09:00, with some afternoon and evening shifts (14:00 – 23:45)
- Built on an 8‑week rotational cycle to provide variety and fairness across shifts
- What You’ll Be Doing
- Owning service performance and resilience across a 24/7 operation
- Acting as the escalation lead for complex, time‑critical decisions
- Building a customer‑first, resolution‑focused culture that improves client satisfaction
- Leading, developing and inspiring a high‑performing multi‑shift team
- Team wellbeing while building capability across a sustainable shift model
- Ensuring strong compliance, risk and governance standards
- Ensuring operational readiness across people, procedure and technology
- Embedding change, driving digital adoption and strengthening future 24/7 capability
At Barclays, you will join a welcoming and supportive team where people truly come first.
We offer hybrid working, a competitive benefits package and a strong culture of coaching, learning, and development.
From day one, you’ll benefit from comprehensive training and ongoing support to help you grow, succeed, and build a meaningful career with us.
To give candidates greater choice and flexibility, we also host an assessment evening that provides an additional convenient way to take part in our hiring process.
Purpose of the role
To provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels.
- Accountabilities
- Collaboration across multiple digital channels to personalise each interaction with a customer.
- Enhancing the bank’s digital capabilities when current technology is identified as not yet ready to support.
- Provision of exceptional customer service to clients by responding to inquiries, resolving issues and handling client requests efficiently.
- Support the collaboration of internal stakeholders including sales, operational and risk management teams to meet client needs and expectations, so that transactions are executed accurately and on time.
- Support teams within the business operations function as needed, including risk management, compliance and collections.
- Comply with all regulatory requirements and internal policies related to customer care.
- To provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels.
- Assistant Vice President Expectations
- To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness.
Collaborate closely with other functions/business divisions.
- Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function.
Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes.
- 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.
- OR for an individual contributor, they will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments.
They will identify new directions for assignments and/or projects, identifying a combination of cross‑functional methodologies or practices to meet required outcomes.
- Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
- Identify ways to mitigate risk and develop new policies/procedures in support of the control and governance agenda.
- Take ownership for managing risk and strengthening controls in relation to the work done.
- Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub‑function.
- Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
- Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc) to solve problems creatively and effectively.
- Communicate complex information. ‘Complex’ information could include sensitive information or information that is difficult to communicate because of its content or its audience.
- Influence or convince stakeholders to achieve outcomes.
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.
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Customer Service Team Manager 24/7 shift pattern in Glasgow employer: hackajob
At hackajob, we pride ourselves on being an exceptional employer that fosters a culture of innovation and inclusivity. Our diverse team thrives in a high-performance environment where your contributions directly impact our multi-asset platform's success. With ample opportunities for professional growth and a commitment to employee development, joining us means being part of a forward-thinking company that values your expertise and ambition.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Manager 24/7 shift pattern in Glasgow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at hackajob. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like hackajob before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Team Manager 24/7 shift pattern in Glasgow
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to hackajob:Your cover letter is your chance to shine! Tell us why you want to work at hackajob specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at hackajob!
How to prepare for a job interview at hackajob
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
