Customer Care Leader Glasgow, Scotland
Job description
Customer Care Leader
Glasgow
As a Barclays Customer Care Leader, you will manage a highly engaged team of One Team colleagues, pioneering an omni-channel experience to achieve great customer outcomes. For this role, you will spearhead a team of colleagues across a variety of locations such as physical touchpoints (i.e. branches), contact centres and colleagues working from home and directly coach and develop One Team colleagues, contributing to the overall success of Barclays by inspiring their teams to achieve exceptional performance results.
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.
This opportunity is location flexible. We will consider requests for locating the role at an alternative Barclays’ key UK office from that advertised.
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 are able to request work patterns to reflect their personal circumstances. Please discuss the detail of the working pattern options for the role with the hiring manager.
• Ensuring the smooth day to day running of the business, utilising resources effectively to create a sustainable model
- Being all about the data - utilising internal and external insights to make evaluative judgments to support local commercial plans, creating connections and growth for business development
- Supporting colleagues though change whilst transparently embedding the mindset, skillset and culture that will drive colleague and customer engagement
- Overseeing a sustainable recruitment model, retaining a high performing and engaged team
- Setting and maintain active performance management standards across your team, establishing and communicating clear goals and expectations
- Being accountable for the operational performance of allocated branch sites and surrounding touchpoints
- Guaranteeing operational and risk frameworks are adhered to for all direct reports
What we’re looking for:
• Leadership – experience of spearheading a team in a customer-facing capacity, delivering great customer and commercial performance by means of outstanding colleague engagement
- Analysis – experience in conducting analysis, with the ability to use data points and sources of insights to define problems and develop innovative solutions
- Commercially minded – A solid track record of commercial performance through management of varying levels of performance/teams
- Digital mindset – A solid understanding of the digital climate and the opportunities this creates for customers and how the digital and Channels (Branch & Telephony) work in partnership
Skills that will help you in the role:
• The ability to build an extensive understanding of the customer propositions and customer need
- Self-development and self-insight - emotionally intelligent and able to develop new skills and new ways of thinking to build and follow plans to identify and act on development needs
- Communication - Possess a solid level of communication skills, including the ability to negotiate at a senior level
- Experience of attracting talent and recruiting high performing individuals into the team
Where will you be working?
Our new state-of-the-art Campus, right in the heart of Glasgow is a hub of creative collaboration. A place where everyone can bring their true selves to work and reach their full potential. Home to 5,000 of our colleagues, our Tradeston campus will support the community in more ways than one - by creating thousands of new career opportunities and celebrating local artists. A short walk from Central Station on the south of the Clyde, it will be a key location for the Barclays business that will deepen our ties with the city and its communities.
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