Job Title : Customer Care Leader
Location : Remote in Belfast BT1
Company : Barclays
Salary :
Open Date : 2023-02-03
Close Date : 2023-06-03

Customer Care Team Leader
Belfast

As a Barclays Customer Care Team 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 recognises 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

• Ensuring the smooth day to day running of the business, utilising resources effectively to create a sustainable model
• You will be people obsessed – support your team to be commercially minded and customer obsessed and measure them frequently and honestly to ensure personal growth
• 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
• Cultivating a data driven resolution culture where colleagues are customer advocates and are empowered to deal with customer requests fairly at first point of contact
• Overseeing a sustainable recruitment model, retaining a high performing and engaged team
• Setting and maintaining active performance management standards across your team, with clear goals and expectations to support early identification and intervention

What we’re looking for:
• Good networking skills, with the ability to build rapport and experience of influencing and building relationships with a range of stakeholders

• Track record of commercial performance through management of varying levels of performance/teams
• Understanding of the digital climate and the opportunities this creates for customers and how the digital and Channels (Branch & Telephony) work in partnership
• Experience of operating both in a remote and physical site environment

Skills that will help you in the role:
• Ability to build an extensive understanding of the customer propositions and customer needs

• Flexibility and ability to adapt in a changing world seamlessly and rapidly
• Able to develop new skills and new ways of thinking to build and follow plans to identify and act on development needs
• Experience of attracting talent and recruiting high performing individuals into the team

Where will you be working?
You will be based in one of our Branches which are the heart of Barclays. Branches are changing both in the way they look and the way our colleagues work in them. We aim to have someone on hand to help our customers with their banking needs from the moment they walk in, creating an exquisite customer experience, face to face, while using technology to create the quickest, most seamless experience for them.

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