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Barclays Logo Barclays · Customer Service

Customer Service Operations Manager

United Kingdom, Sunderland · Job Posted June 15, 2026
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Job Description

Embark on a rewarding leadership role as a Customer Service Operations Manager at Barclays, where you will lead operational teams to deliver high-quality customer outcomes and continuously improve the customer experience. As a key operational leader, you will be responsible for driving people and process change to improve customer experience, with a clear focus on enhancing tNPS and quality outcomes. You will manage the day-to-day performance of customer service teams, ensuring delivery against service level agreements, quality standards, and risk and control requirements. Working closely with stakeholders across Operations, Risk, Product, Technology, and Change, you will identify root causes of customer issues and implement improvements that simplify processes, improve first time resolution, and reduce customer effort. You will play an important role in delivering operational change initiatives that enhance service quality, efficiency, and customer outcomes, including increased digital adoption, automation, and demand reduction. You will lead, coach, and develop Team Leaders and advisors, fostering a performance culture centred on accountability, continuous improvement, and customer-focused behaviours. Through effective use of data and insight, you will drive improvements in tNPS, quality, productivity, and colleague engagement, ensuring teams are consistently delivering excellent outcomes.

Job Responsibility

  • Lead operational teams to deliver high-quality customer outcomes and continuously improve the customer experience
  • Drive people and process change to improve customer experience, with a clear focus on enhancing tNPS and quality outcomes
  • Manage the day-to-day performance of customer service teams, ensuring delivery against service level agreements, quality standards, and risk and control requirements
  • Identify root causes of customer issues and implement improvements that simplify processes, improve first time resolution, and reduce customer effort
  • Deliver operational change initiatives that enhance service quality, efficiency, and customer outcomes, including increased digital adoption, automation, and demand reduction
  • Lead, coach, and develop Team Leaders and advisors, fostering a performance culture centred on accountability, continuous improvement, and customer-focused behaviours

Requirements

  • Proven operational leadership experience, with accountability for delivering performance across customer service teams
  • Experience driving people and process change, with a focus on improving customer experience, particularly tNPS and quality outcomes
  • Experience supporting or leading operational change and transformation initiatives to improve service delivery and efficiency
  • Strong stakeholder engagement skills, with the ability to work effectively across Operations, Risk, Product, Technology, and Change
  • Strong performance management capability, including coaching, quality frameworks, metrics tracking, and continuous improvement
  • Effective time management and prioritisation skills, with the ability to manage competing demands in a fast-paced environment

Nice to have

  • Knowledge of risk and control frameworks, including operational risk policies and escalation processes
  • Understanding of the finance industry, including customer expectations and servicing models
  • Awareness of Consumer Duty and vulnerable customer handling, ensuring fair and appropriate customer outcomes
  • Experience leading multi-functional service teams and driving alignment across service areas
  • Strong use of customer and operational data to identify trends and drive improvements in service performance and customer outcomes

What we offer

  • Health and wellness
  • Access to wellness rooms, gyms and mental health support
  • A place where you can belong
  • Collaborative Areas
  • More than work: socialising, sports, community events, volunteering
  • Be you. Be valued. Belong.
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