Customer Care Team Leader Job at Barclays (Knutsford)

Customer Care Team Leader

Barclays

Location:
United Kingdom , Knutsford

Category:
Banking

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Join us as a Customer Care Team Leader within Servicing and Support, where you will 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. You will play a pivotal role in driving performance against Service Level Agreements, overseeing the effective handling of servicing requests, and fostering a culture of excellence. With a great focus on quality and customer outcomes, you will ensure your team consistently delivers an outstanding service experience that meets the expectations of both the business and our clients.

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
Market research to understand market trends, competitive landscape, and regulatory changes
Cultivation of a resolution culture where leaders and colleagues are customer advocates
Creation of an empowering environment
Operational performance of allocated sites and surrounding touchpoints
Creation of a culture which enables focus on building deeper relationships with customers

Requirements:

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

Nice to have:

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)

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

Additional Information:

Job Posted:
March 26, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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