Customer Care Leader Job at Barclays (Northampton)

Job Description

Join us as a Customer Care Leader where you will lead a team of telephony Specialist Customer Care colleagues across either Onboarding or Customer Due Diligence. You will be responsible for the day to day running of the team, including performance management, tracking KPIS, organising of the day and building the capability of new colleagues joining the bank as part of the growth in this area. You will be required to analyse reports and data to drive performance and ensure our customers are consistently receiving excellent service.

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

Requirements

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

Nice to have

Business Banking experience
KYC experience
Banking / Financial Service Experience

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

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Customer Care Leader