Customer Care Team Leader Job at Barclays (Knutsford)

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

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

Care Team Leader

The primary purpose of the Contact Centre Team Leader is to manage, guide, and s...

Location

Albania , Tirane

Salary:

Not provided

Vodafone

Expiration Date

Until further notice

Requirements

Bachelor’s degree
Flexible to work with a rotating shift system
Ability to work individually or as part of a team
Experience in a customer service role
Knowledge of CRM systems and customer service tools

Job Responsibility

Lead, manage, and develop a team of contact center agents to ensure high levels of performance and engagement
Provide ongoing coaching, feedback, and support to ensure agents meet individual and team goals
Conduct regular performance reviews and set development plans for team members
Foster a positive and motivated work environment through consistent encouragement and leadership
Oversee daily operations to ensure team efficiency, quality, and productivity standards are consistently met
Ensure the team adheres to operational guidelines, policies, and procedures
Manage team schedules, resources, and workload to meet service level agreements (SLAs) and KPIs
Monitor real-time performance metrics and implement corrective actions as needed to optimize team output
Serve as the first point of contact for escalated customer issues, ensuring swift and effective resolution
Ensure customer interactions are handled in a professional and efficient manner, consistently delivering a high-quality customer experience

What we offer

All Necessary Devices: From laptops to mobile devices
Health & Life Insurance
Additional Compensation Based on Performance
Private Pension

Fulltime

Customer Care Leader

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

Location

United Kingdom , Glasgow; Birmingham

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

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 team consistently delivers an outstanding service experience

Fulltime

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 Experience Team Leader

Why we will love you You have a passion for delighting customers. You understand...

Location

United States , Merriam

Salary:

24.08 - 34.01 USD / Hour

IKEA

Expiration Date

Until further notice

Requirements

Passion for delighting customers
Understanding that greatness requires thinking differently
Commitment to an inclusive and accepting work environment

Job Responsibility

Leads and provides coaching to co-workers on the shop floor to secure consistent customer experience in Cash Lanes, Click and Collect, Home Delivery, Handout and Car Loading Area
Ensures customer service co-workers have knowledge, confidence and empowerment for great customer experience
Monitors performance against agreed goals, analyzing customer concerns, KPIs and root cause analysis
Monitors Cash Lanes, FSHO and CnC wait times and develops actions to improve customer experience
Implements working routines, competence development and follow-up of Commercial Review and Compliance
Hires, onboards and trains Customer Care and Carts co-workers
Creates individual development plans, manages resource planning, co-worker relations and performance
Ensures co-workers' competence on system knowledge (ISELL, Centiro, MHS, IPOS, queuing systems)
Identifies successors and secures necessary training
Builds emotional connections through meaningful interactions with customers

What we offer

Generous paid time off, holiday and sick time
WiselyPay – get earned wages up to two days early
Paid parental leave (up to 16 weeks)
KinderCare tuition discount
Retirement and bonus plans
Co-worker discount, meal deal, and referral bonus
Pet insurance program
Education assistance and learning programs
Safety shoe reimbursement
24/7 telehealth visits

Fulltime

Customer Experience Team Leader

Why we will love you You have a passion for delighting customers. You understan...

Location

United States , Stoughton

Salary:

27.51 - 38.00 USD / Hour

IKEA

Expiration Date

Until further notice

Requirements

3 years of experience leading a team, preferably in a retail environment
Experience in retail, preferably in the home furnishing sector
Experience planning, driving output and measuring performance (business)
Experience leading and developing a team, preferably in a retail environment
Knowledge and understanding of Customer Service standards, routines and best practices
Experience with problem solving and conflict handling techniques

Job Responsibility

Leads and provides coaching to the co-workers on the shop floor to secure a consistent customer experience and operation in the Cash Lanes, Click and Collect, Home Delivery, Handout and Car Loading Area
Ensures customer service co-workers have the knowledge, confidence and empowerment to make decisions that have a great customer experience outcome
Monitors performance against agreed goals, adapting and taking action when required and analyzing customer concerns, KPI's and root cause analysis to make future improvements
Monitors Cash Lanes, FSHO and CnC wait times, processes, and guidelines, and develops actions to improve customer experience
Implements working routines, competence development and follow-up of Commercial Review and Compliance (ASR) related to the role and functions
Hires, onboards and trains Customer Care and Carts co-workers
Directs the overall selection, onboarding, development of co-workers
Creates individual development plans, manages resource planning, co-worker relations issues and performance, and delegates responsibilities
Ensures co-workers' competence on system knowledge (ISELL, Centiro, MHS, IPOS, and queuing systems), keeps the work areas efficiently equipped and effectively covered at all times during open hours, and secures correct level of systems access related to Services
Identifies successor and creates as well as secures necessary training

What we offer

Generous paid time off, holiday and sick time
WiselyPay – get earned wages up to two days early
Paid parental leave (up to 16 weeks)
KinderCare tuition discount
Retirement and bonus plans
Co-worker discount, meal deal, and referral bonus
Pet insurance program
Education assistance and learning programs
Safety shoe reimbursement
24/7 telehealth visits

Fulltime

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