Customer Care Leader Job at Barclays (Glasgow)

Customer Care Leader

Join us as a Customer Care Team Leader within Servicing and Support, where you w...

Location

United Kingdom , Greater Manchester; Glasgow

Salary:

Not provided

Barclays

Expiration Date

Until further notice

Requirements

Accomplished background in people leadership
Developing and enhancing both a team and colleague performance
Proven experience within a telephony-based role
Demonstrated background in customer experience, with a focus on delivering high-quality service and customer satisfaction
Proven experience working with CRM systems, particularly Salesforce
Proficiency in Microsoft applications, including Microsoft Office Suite (e.g. Excel, Word, Outlook, Teams)
Risk and controls
Change and transformation
Business acumen strategic thinking
Digital and technology

Job Responsibility

Lead and motivate a team of up to 15 colleagues delivering high-quality support to our high-value Business Banking clients through phone and email
Drive performance against Service Level Agreements
Oversee the effective handling of servicing requests
Foster a culture of excellence
Ensure your team consistently delivers an outstanding service experience
Create excellent customer satisfaction and positively influence NPS
Maintain active performance management standards
Day to day running of the business
Market research
Cultivation of a resolution culture

What we offer

Wellness rooms
Gyms
Mental health support
Collaborative areas
Socialising
Sports
Community events
Volunteering
Flexible working arrangements
Hybrid working

Fulltime

Customer Care Leader

Join us as a Customer Care Leader where you will lead a team of telephony Specia...

Location

United Kingdom , Northampton

Salary:

Not provided

Barclays

Expiration Date

Until further notice

Requirements

Leadership experience
Performance management
Attention to detail
Analytical approach
Strong communication skills
Stakeholder management and relationship building

Job Responsibility

Lead and develop a highly engaged team, pioneering an omni channel experience to achieve consistently excellent customer outcomes
Build and maintain your team’s capability to deliver excellent customer outcomes through identifying, understanding, and meeting customer needs both internally and externally, using available tools and enablers to grow business performance
Customer service to create excellent customer satisfaction and positively influence NPS (Net Promoter Scores), act as an ambassador for Barclays externally and internally, creating connections and growth for customers
Identification and maintenance of active performance management standards across the team, communicating to and inspiring colleagues to be commercially minded, achieve goals and expectations, measure them frequently and honestly to ensure personal growth and support early identification and intervention where required
Day to day running of the business, using internal and external insights to develop an effective business plan, making evaluative judgments to support customers with their financial needs and drive long term sustainable revenue growth in your area
Market research to understand market trends, competitive landscape, and regulatory changes to identify market opportunities
Cultivation of a resolution culture where leaders and colleagues are customer advocates and are empowered to deal with customer requests fairly at first point of contact
Creation of an empowering environment, bringing together and supporting a community of colleagues who care about Customers, Colleagues and Outcomes
Operational performance of allocated sites and surrounding touchpoints. Ensuring operational and risk frameworks are adhered to for all direct reports, including observations
Creation of a culture which enables focus on building deeper relationships with customers and contribute to the overall success of Barclays

What we offer

Focus on wellbeing
Unique initiatives to enhance your wellbeing like our colleague allotment, helping to build community through getting closer to nature
Big opportunities
You can experience a wealth of diverse and surprising career paths right here in Northampton, across Barclays UK or even globally
The workplace of the future
Our building is environmentally friendly and people-friendly too, with excellent facilities designed to make work a pleasure
Hybrid working

Customer Care Team Leader Iberia

As Customer Care Team Leader at EasyPark, you are responsible for developing and...

Location

Spain , Madrid

Salary:

35000.00 EUR / Year

Arrive

Expiration Date

Until further notice

Requirements

At least 2 years of leadership experience with full people management responsibilities or demonstrated leadership competencies
A proven track record of delivering consistently good results on Customer Care KPIs, such as customer satisfaction, efficiency, and employee engagement, as well as more quantitative KPIs like answering ratios for calls and response times for emails
Contact center experience (Phone and Email, Chat considered a plus)
Excellent spoken and written skills in Spanish and English are required.

Job Responsibility

Leading, supporting, and motivating your multi-site team in the daily Customer Care operation
Monitoring and reporting of individual KPIs on a daily, weekly, and monthly basis
Planning, scheduling, and prioritizing team resources in collaboration with other Team Leaders, the Customer Care Manager, and the Workforce Manager
Taking an active role in ensuring aligned ways of working across the EasyPark footprint
Dedicating time to the individual development of each team member using a coaching approach
Recruiting new team members when necessary.

Fulltime

Customer Care Team Leader

Join us as a Customer Care Team Leader within Servicing and Support, where you w...

Location

United Kingdom , Knutsford

Salary:

Not provided

Barclays

Expiration Date

Until further notice

Requirements

Experience in people leadership and team development
Proven experience within a telephony-based role

Job Responsibility

Lead and motivate a team of up to 15 colleagues delivering high-quality support to high-value Business Banking clients through phone and email
Drive performance against Service Level Agreements
Oversee the effective handling of servicing requests
Foster a culture of excellence
Ensure team consistently delivers an outstanding service experience
Lead and develop a highly engaged team, pioneering an omni channel experience to achieve consistently excellent customer outcomes
Build and maintain team’s capability to deliver excellent customer outcomes
Customer service to create excellent customer satisfaction and positively influence NPS
Identification and maintenance of active performance management standards across the team
Day to day running of the business, using internal and external insights to develop an effective business plan

What we offer

State-of-the art, collaborative workspaces
Onsite gym
Shuttle bus from local bus, tram, and train stations on weekdays
Opportunities to socialise
Clubs and groups
Immersive events (firework displays, gigs, diverse celebrations, art & crafts sessions)
Hybrid working

Fulltime

Customer Care Team Leader

Overseeing the daily operations of the outsourced call center function, ensuring...

Location

Greece , Paiania

Salary:

Not provided

Metlen Group

Expiration Date

Until further notice

Requirements

Bachelor’s degree in Management, Business Administration, or a related field
2+ years’ experience in a call center team leader or supervisory role, including team management
Proven experience working with or managing outsourced customer service teams
Strong communication skills and very good command of English
Proficiency in CRM systems and call center technologies
Must hold a valid driver’s license and be able to travel as needed

Job Responsibility

Serving as the primary liaison between the company and the outsourced customer service provider, ensuring effective communication and coordination
Monitoring daily performance metrics to ensure adherence to KPIs, SLAs, and company quality standards
Providing coaching, feedback, and support to the external team to maintain high service levels
Collaborating with internal departments to resolve escalated customer issues and implement process improvements
Analyzing performance data and preparing reports with actionable recommendations for service enhancement
Managing resource planning and workforce adjustments, including visiting the outsourcing partner’s premises when necessary

What we offer

Competitive remuneration package
Ticket Restaurant Card
Group Health Insurance program
Protergia discount on electricity and natural gas bill
Pension Plan

Fulltime

Patient Care Leader Intensive Care Unit

The Patient Care Leader (PCL) has a clear understanding of the Advocate Mission,...

Location

United States , Elgin

Salary:

41.10 - 61.65 USD / Hour

Advocate Aurora Health

Expiration Date

Until further notice

Requirements

BSN
2+ years nursing experience (preferably including charge nurse or other nursing unit leadership capacity)
Strong clinical skills
Ability to lead in a dynamic environment
Ability to communicate effectively and work cohesively with a diverse work group
Utilize critical thinking and timely decision making
Ability to assess skills and abilities of other
Ability to work within a rapid changing environment
Ability to work collaboratively with internal / external customers
Ability to demonstrate a commitment to patient-focused care

Job Responsibility

Provides operational and clinical leadership to the unit during assigned shift including serving as a clinical resource
Consistently demonstrates transformational coaching and mentoring skills with clinical staff
Demonstrates strong and consistent critical thinking skills
Demonstrates excellence in relationship skills including conflict management and resolution
Role models Behaviors of Excellence
Partners with Care Management, clinical nurses and physicians to support implementation of the interdisciplinary plan of care
Ensures smooth and appropriate flow of patients in collaboration with the bed board including timely and comprehensive admission of patients to units
Attends bed meetings and collaborates with other departments for optimal distribution of resources to support the care of patients
Coaches staff nurses to prepare patients for discharge
Ensures discharges are thorough and meet standards

What we offer

Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program

Fulltime

Patient Care Leader Intensive Care Unit

The Patient Care Leader (PCL) has a clear understanding of the Advocate Mission,...

Location

United States , Elgin

Salary:

41.10 - 61.65 USD / Hour

Advocate Health Care

Expiration Date

Until further notice

Requirements

BSN
2+ years nursing experience (preferably including charge nurse or other nursing unit leadership capacity)
Strong clinical skills
Ability to lead in a dynamic environment
Ability to communicate effectively and work cohesively with a diverse work group
Utilize critical thinking and timely decision making
Ability to assess skills and abilities of other
Ability to work within a rapid changing environment
Ability to work collaboratively with internal / external customers
Ability to demonstrate a commitment to patient-focused care

Job Responsibility

Provides operational and clinical leadership to the unit during assigned shift including serving as a clinical resource
Consistently demonstrates transformational coaching and mentoring skills with clinical staff
Demonstrates strong and consistent critical thinking skills
Demonstrates excellence in relationship skills including conflict management and resolution
Role models Behaviors of Excellence
Partners with Care Management, clinical nurses and physicians to support implementation of the interdisciplinary plan of care
Ensures smooth and appropriate flow of patients in collaboration with the bed board including timely and comprehensive admission of patients to units
Attends bed meetings and collaborates with other departments for optimal distribution of resources to support the care of patients
Coaches staff nurses to prepare patients for discharge
Ensures discharges are thorough and meet standards

What we offer

Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program

Fulltime

Patient Care Leader Intensive Care Unit

The Patient Care Leader (PCL) has a clear understanding of the Advocate Mission,...

Location

United States , Elgin

Salary:

41.10 - 61.65 USD / Hour

Advocate Health Care

Expiration Date

Until further notice

Requirements

BSN
2+ years nursing experience (preferably including charge nurse or other nursing unit leadership capacity)
Strong clinical skills
Ability to lead in a dynamic environment
Ability to communicate effectively and work cohesively with a diverse work group
Utilize critical thinking and timely decision making
Ability to assess skills and abilities of other
Ability to work within a rapid changing environment
Ability to work collaboratively with internal / external customers
Ability to demonstrate a commitment to patient-focused care

Job Responsibility

Provides operational and clinical leadership to the unit during assigned shift including serving as a clinical resource
Consistently demonstrates transformational coaching and mentoring skills with clinical staff
Demonstrates strong and consistent critical thinking skills
Demonstrates excellence in relationship skills including conflict management and resolution
Role models Behaviors of Excellence
Partners with Care Management, clinical nurses and physicians to support implementation of the interdisciplinary plan of care
Ensures smooth and appropriate flow of patients in collaboration with the bed board including timely and comprehensive admission of patients to units
Attends bed meetings and collaborates with other departments for optimal distribution of resources to support the care of patients
Coaches staff nurses to prepare patients for discharge
Ensures discharges are thorough and meet standards

What we offer

Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program

Fulltime

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