Customer Care Team Leader Glasgow, Scotland
Job description
Customer Care Team Leader
Glasgow
As a Barclays Customer Care Team Leader, you will be responsible for managing a highly engaged team of Customer Care colleagues, pioneering an omni-channel experience to achieve great customer outcomes. You will directly coach and develop Customer Care colleagues and contribute to the overall success of Barclays by inspiring their teams to achieve exceptional performance results. You will create an empowering environment to deliver your teams customer, colleague, and outcome commitments across our Customer Care Channel.
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.
At Barclays, we offer a hybrid working experience that blends the positives of working alongside colleagues at our onsite locations, together with working from home. We have a structured approach where colleagues work at an onsite location on fixed, ‘anchor’, days of the week, for a minimum of two days a week or more, as set by the business area (or nearest equivalent if working part-time hours). Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that as we continue to embed our hybrid working environment, we remain in a test and learn phase, which means that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.
What will you be doing?
- Committing to your own development by continuously developing your knowledge and skills
- Developing your team to their full potential through regular observation, coaching and active management
- Being responsible for building and maintaining the team’s capability to provide excellent customer service and create excellent customer satisfaction using available resources
- You will be accountable for day to day operational management and delivery of the One Team ethos and act as a subject matter expert on complex cases and escalations
- Dealing with fluctuations and delivering performance through managing service levels and resource in an agile, planned way, making a significant contribution to the Business Plan
- Using data insights and analysis to support decision making, providing solution and suggesting improvements
- Communicating with internal and external stakeholders to confidently share and deliver the future strategy which may include senior Barclays Executives and local business leads
- Ensuring that all Barclays policies and procedures are adhered to and applied to satisfy legal, regulatory and compliance requirements with robust controls
- Experience of leading a team in a customer-facing capacity, delivering great customer and commercial performance by means of outstanding colleague engagement
- Ability to lead and excite your team in being curious, commercially minded, digitally minded, colleague and customer obsessed
- Experience in conducting analysis, with the ability to use data points and source of insights to define problems and develop innovative solutions
- Excellent networking skills, with the ability to build rapport and experience of influencing and building relationships with a range of stakeholders
- Ability to build an extensive understanding of the customer propositions and customer needs
- Completely flexible with an ability to seamlessly and rapidly adapt in a changing world
- Emotionally intelligent and able to develop new skills and new ways of thinking to build and follow plans to identify and act on developmental needs
- Possess a good level of communication skills, including the ability to negotiate at a senior level
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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