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Customer Care Leader
Wavertree

As a Barclays Customer Care Leader, you will lead a highly-engaged team of colleagues, to pioneer an Omni-channel experience in order to achieve great customer outcomes. Your team will be spread across a variety of locations including branches, contact centres and colleagues working from home, and as such you will have the ability to bring colleagues together in support of our common purpose. By using data insight effectively, you will produce exceptional service and financial support to our customers both remotely, and face to face.

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.

Working Flexibly
We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognizes and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life. If you would like some flexibility, then please discuss this with the hiring manager, and your request will be reviewed subject to business needs.

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.

What will you be doing?
• Bringing together a team of One Team colleagues, with a common identity, purpose and culture, helping this community focus on Customers, Colleagues and Outcomes

• Actively ensuring the smooth day to day running of the business; utilising resources effectively to create a sustainable model – both face to face and virtually
• Creating a robust, connected business plan built by working with peers to unlock opportunities presented by different customer segments in the area
• Setting and maintaining active performance management standards across your team; establishing clear goals and expectations to help early identification and intervention
• Enabling yourself and your team to thrive in an ever-changing environment – learning and coaching new skills to help with both your team’s and your own personal growth
• Utilising internal and external insights to make evaluative judgements to support local commercial plans, create connections and growth for business development
• Holding accountability for the operational performance of allocated branch sites and surrounding touchpoints – ensuring operational and risk frameworks are adhered to
• Communicating with internal and external stakeholders to confidently share and deliver the future strategy, this may include senior Barclays Executives and local business leads

What we’re looking for:
• Leadership experience within a customer-facing capacity; delivering great customer outcomes and commercial performance, incl. management of queries and complaints

• Experience of conducting analysis, with the ability to use data points and sources of insight to define problems and develop innovative solutions
• Fantastic verbal and written communication skills, with good networking skills and the ability to build rapport with a range of stakeholders
• A Digital Mindset – with in-depth knowledge of the digital climate and how digital channels (Branch and Telephony) can work in partnership

Skills that will help you in the role:
• The ability to build extensive knowledge of the customer propositions and needs through proactive learning

• The insight and capability to develop new skills and ways of thinking to build and follow plans to identify and act upon your own development needs
• Experience of attracting talent and recruiting high-performing individuals into a team
• Flexibility and the ability to adapt in order to seamlessly accommodate the needs of a rapidly changing environment