Job Description

Customer Care Leader
Bangor
Salary - \xc2\xa333,000 per annum plus excellent benefits including: Private Medical Care including GP services, Life assurance covering x8 times basic salary, Pension Contribution up to 12%, 25 days holiday allowance plus bank holidays, with the option of buying or selling 5 days per year, plus many more benefits

Shift - 35hrs per week, rotating between 7am-11pm Monday to Sunday

As a Barclays Customer Care Leader, you will be spearheading a highly engaged team of Customer Care colleagues, pioneering an omni-channel experience to achieve great customer outcomes. You\xe2\x80\x99ll be responsible for directly coaching and developing Customer Care colleagues and contributing 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 \xe2\x80\x93 helping millions of individuals and businesses thrive and creating financial and digital solutions that the world now takes for granted.

Colleagues who perform \xe2\x80\x98onsite\xe2\x80\x99 roles will spend four or five days a week working onsite, depending on the requirements of their role and business area. 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?

• Bringing together a team of Customer Care Support colleagues, with a common identity, purpose, and culture
• Setting and maintaining active performance management standards across your team, communicating to and inspiring colleagues
• Providing excellent customer service & response on behalf of Barclays to create excellent customer satisfaction and positively influence NPS scores
• Ensuring smooth daily running of business, utilizing resources effectively to create a sustainable model/oversee sustainable recruitment model, retaining a high performing team
• Being passionate about your own, and your trams learning and development, continually perfecting skills, knowledge and your competence as a leader
• Taking the proposition outside the physical branches and be active in the local community as the face of Barclays and the trusted and reliable first port of call for customers financial needs
• Supporting colleague through change whilst transparently embedding the mindset, skillset and culture that will drive customer and colleague engagement
• Cultivating a resolution culture where leaders and colleagues are customer advocates and are empowered to deal with customer requests fairly at first point of contact

What we\xe2\x80\x99re looking for:

• Experience of leading a team in a customer-facing capacity, delivering great customer and commercial performance by means of outstanding colleague engagement and empowerment
• 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

Skills that will help you in the role:

• 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
• Good level of communication skills, including the ability to negotiate at a senior level

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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Barclays