Acquiring Customer Service Operations Manager Jobs

barclays

Location:
United Kingdom, Northampton

Category:
Banking

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Join Barclays as an Acquiring Customer Service Operations Manager, where you will be responsible for leading the delivery of technical customer-present payments acceptance and financial servicing across acquiring platforms. This role oversees team managers and subject matter experts, drives operational excellence, leads change initiatives, and fosters a high-performance culture across geographically distributed teams. The role also ensures alignment between internal teams and third-party providers, with a focus on improving service processes and outcomes. You will play a crucial part in ensuring priorities are clear and progress is visible. This is a unique opportunity to influence how the bank delivers meaningful results in a dynamic and fast-paced environment.

Job Responsibility:

Provision of customer service to customer questions, concerns and requests regarding accounts, products, and services in a timely and professional manner
Collaboration with teams across the bank to align, promote, and integrate customer care initiatives
Management and maintenance of customer records and documentation to ensure accuracy
Participation in training and development initiatives to improve customer skills, knowledge, and services
Identification of industry trends and developments related to customer service to implement best practice in customer care
Execution of escalation requests to the relevant team or senior management as required in a timely manner
Execution of customer service activities through various communication channels including chat, email, and phone
To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness
Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function
Consult on complex issues
providing advice to People Leaders to support the resolution of escalated issues
Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda
Take ownership for managing risk and strengthening controls in relation to the work done
Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function
Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy
Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively
Communicate complex information
Influence or convince stakeholders to achieve outcomes

Requirements:

Operational Leadership experience (minimum Team Leader level) is a must
Change Management experience in leading operational change and transformation initiatives
Stakeholder Engagement
Performance Management Proficient, especially in coaching, metrics tracking, and continuous improvement
Time Management & Prioritisation, especially in managing workload effectively and making sound prioritisation decisions in a fast-paced environment

Nice to have:

Knowledge of Risk & Controls Frameworks – Understanding of operational risk policies and escalation protocols
Payments Industry Insight – Familiarity with trends, technologies, and customer expectations in the payments acceptance space
Understanding of Consumer Duty & Vulnerable Customer Handling – Awareness of regulatory expectations and best practices for supporting customers with additional needs
Experience Leading Multi-Function Service Teams – Ability to unify and optimise operations across diverse service areas

What we offer:

Hybrid working
Structured approach to hybrid working with fixed 'anchor' days
Supportive and inclusive culture and environment
Commitment to flexible working arrangements
International scale offering incredible variety, depth and breadth of experience
Chance to learn from a globally diverse mix of colleagues
Encouragement to embrace mobility and explore every part of operations

Additional Information:

Job Posted:
December 06, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Acquiring Customer Service Operations Manager