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
- Provide customer service to create excellent customer satisfaction and positively influence NPS (Net Promoter Scores), acting as an ambassador for Barclays externally and internally.
- Identify and maintain 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.
- Run day‑to‑day business operations, 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.
- Conduct market research to understand market trends, competitive landscape and regulatory changes, identifying market opportunities.
- Cultivate a resolution culture where leaders and colleagues are customer advocates and are empowered to deal with customer requests fairly at first point of contact.
- Create an empowering environment, bringing together and supporting a community of colleagues who care about Customers, Colleagues and Outcomes.
- Ensure operational performance of allocated sites and surrounding touchpoints and adherence to operational and risk frameworks for all direct reports.
- Build deeper relationships with customers and contribute 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 the assigned area of expertise, and a thorough understanding of the underlying principles and concepts within that area.
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: Listen and be authentic, Energise and inspire, Align across the enterprise, Develop others.
For an individual contributor, they develop technical expertise in their work area, acting as an advisor where appropriate. The role will impact related teams within the area, partner with other functions and business areas, and take responsibility for end results of the team’s operational processing and activities. The individual must also: Escalate breaches of policies/procedures appropriately, embed new policies and procedures adopted due to risk mitigation, advise and influence decision making within own area of expertise, own the management of risk and strengthening of controls, deliver work in line with relevant rules, regulation and codes of conduct, and maintain a continual understanding of how their sub‑function integrates with the broader function.
Key Responsibilities
Join us as a Customer Care Leader where you will lead a team of telephony specialist Customer Care colleagues across either Onboarding or Customer Due Diligence. Responsibilities include:
- Managing the day‑to‑day running of the team, including performance management and tracking KPIs.
- Organising daily operations and building the capability of new colleagues joining the bank as part of the growth in this area.
- Analyzing reports and data to drive performance and ensure customers consistently receive excellent service.
Required Skills & Experience
- Leadership experience
- Performance management
- Attention to detail
- Analytical approach
Preferred Skills
- Business Banking experience
- KYC experience
- Banking / Financial Service experience
- Experience with risk and controls, change and transformation, business acumen, strategic thinking and digital & technology skills
Location
This role will be based in Manchester or Northampton.
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