Customer Care Leader

Customer Care Leader

Location - Belfast Salary - £34,000 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 Rotating Shifts - 35hrs per week, rotating between 7am-11pm Monday to Sunday

As a Barclays Customer Care Leader you’ll manage a team of customer centric Customer Care colleagues to pioneer an omni-channel experience to achieve great customer outcomes.

You’ll directly coach and develop Customer Care colleagues and contribute to the overall success of Barclays by inspiring your teams to achieve exceptional performance results, which enables focus on building deeper relationship with customers. Confidence using data and insights to ensure exceptional service and financial support to our customers will be needed.

Barclays is one of the world's largest and most respected financial institutions, established in 1690, with a legacy of success, quality, and innovation. 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. Colleagues who have applied for 'onsite' roles are expected to work four or five days a week at the selected workplace, contingent upon their specific role and business area requirements. If you're applying for a position, please discuss the working pattern specifics with the hiring manager. It's important to note that we are constantly adapting our working environment, and as a result, working arrangements can be adjusted with reasonable notice to align with our business needs. What will you be doing? •

Being responsible for bringing together a team of Customer Care Support colleagues, with a common identity, purpose, and culture •

Utilising internal and external insights to make evaluative judgments to support customers, local commercial plans, and growth for business development •

Ensuring the smooth day to day running of the business, utilising resources effectively to create a sustainable model •

Being passionate about your own, and your teams, learning and development, continually perfecting skills, knowledge, and your competence as a leader •

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 •

Being responsible for setting and maintaining active performance management standards across your team, communicating to and inspiring colleagues to be commercially minded •

Being responsible for the operational performance of allocated sites and surrounding touchpoints •

Being accountable for a physical environment (e.g., Branch, Barclays Local) and overall performance

What we’re looking for: •

Experience of leading a team in a customer support capacity, delivering great customer and commercial performance by means of colleague engagement, communication skills •

Ability to lead and excite your team in being curious, commercially minded, digitally minded, colleague and customer obsessed •

Confidence in conducting analysis, with the ability to use data points and sources of insights to define problems and develop innovative solutions •

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 •

Being completely flexible with an ability to adapt in a changing world seamlessly and rapidly •

Emotionally intelligent and able to develop new skills and new ways of thinking to build and follow plans to identify and act on development need 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. #LI-Onsite

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