Customer Care Leader

Customer Care Leader - Director

Radbroke, Knutsford, Cheshire

About Business Banking Telephony and Support

• Business Banking Telephony and Support is part of Barclays UK comprising c1,148 colleagues across the UK in scope for Customer Care. Our Specialist teams are there to help when our customers;

• Onboarding (Virtual Digital & Relationship Account Opening support) – to ensure clients are on boarded at speed, with ease & accuracy.

• Own a range of critical complex processing activities on behalf of RMs & clients, to ensure accurate fulfilment, protecting our control environment, whilst maximising the time Relationship Managers have with their clients.

• Complex, specialist case management and end to end resolution support to all Business Banking clients across the construct.

• High Value Telephony provides dedicated immediate everyday servicing for our High Value or specialist segment clients.

• Mandate Change Team support all business customers through this journey.

• Fraud detection & eCrime support for .NET users, .NET registrations & amendments, BACS / DDR registration including cash/cheque products or services.

• Direct – Support mass market businesses with wide support and guidance to help them run a sustainable and thriving business.

• Colleague Transformation and Development - Colleagues supporting Colleagues who serve Customers.

What will you be doing

• The Customer Care Director is responsible for leading a highly engaged team of Customer Care Colleagues & Leaders, pioneering an omni-channel experience to achieve great customer outcomes. The role holder will lead a team across a specified area, which may include touchpoints such as branches, contact centres and colleagues working from home. The role holder will directly coach and develop Customer Care Colleagues & Leaders and contribute to the overall success of Barclays by inspiring their teams to achieve exceptional performance results.

• In leading teams across different work environments, be that home working, working from a branch, a contact centre or flexibly in our communities you will bring colleagues together in support of our common purpose. In doing so you will create an empowering environment to deliver your teams customer, colleague, and outcome commitments across the business.

• The role holder will be required to set the strategy and make decisions for their business area, using data and insight effectively to deliver exceptional service and provide financial support to customers. Through an effective engagement approach, they will lead, develop and inspire their teams, delivering their own objectives through a collaborative environment that realises the commercial growth opportunities in the area. They will create a culture which enables focus on building deeper relationships with customers.

• Customer Care Directors will be both agile and resilient, curious about the future and excited by digital disruption and the opportunities it will bring.

• Inspire - Set and maintain active performance management standards across your 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 Develop an insight and data-based business plan to support your customers with their financial needs and deliver long term sustainable revenue growth in your market.

• Be outwards looking – show that you are curious and interested in external factors to maintain a comprehensive knowledge of the developing local and national economic environment; adjusting local offerings through data driven customer requirements to innovatively create new ideas to address these needs. This includes the development of the Barclays Local proposition for some leaders, ensuring sustainability in the local community.

• Develop - Be an ambassador for Barclays externally and internally, communicate effectively, influence others, and create connections which will aim to deliver growth for customers and Barclays. Customer Care Directors will be required to set the strategy for their specified business area. Ensuring the smooth day to day running of the business, utilising resources effectively to create a sustainable model, whilst also ensuring future strategy is understood and delivered by colleagues.

• Stakeholder Management and Leadership - As a leader of a large-scale team, the role holder’s leadership will have direct and indirect impact on a large number of people, potentially across multiple sites. Customer Care Directors will need to have a wide-ranging understanding of different business areas including who they serve, their business objectives, policies and regulatory standards. This is so that they are aware of how their business area may impact others and how they can collaborate effectively to achieve best outcomes.

• Decision-making and Problem Solving The role holder will have the autonomy within prescribed policies and regulations to make decisions which impact a large number of colleagues and customers.

• Responsible for making priority decisions about the scope of deliverables when faced with budget or technical constraints. The role holder will be required to make swift, well-reasoned decisions.

• Risk and Control - Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Barclays Policies and Policy Standards.

What we’re looking for

• Deep knowledge and experience in leading a telephony team.

• Can effectively communicate at senior level with a range of key stakeholders both in the UK and India.

• Ability to seek out and identify future capabilities, in line with strategic priorities for customers and colleagues.

• Strong thought leadership skills and ability to collaborate with senior product designers, improving end to end customer journeys.

• Good financial acumen and experience of managing team budgets effectively in a challenging cost environment.

• Act as key contributor and advocate for the end-to-end customer journey by building compelling, data led rational to drive change.

• Proactive approach in identifying opportunities for growth.

• Operating effectively and in control within a highly regulated environment.

• Proven ability to execute change initiatives at pace and highly skilled in embedding transformation plans across volume teams.

• Leadership – strong proven experience of successfully leading a Customer Care Leadership team, delivering great customer and commercial performance by means of outstanding colleague engagement, empowerment and exception communication skills.

• Collaborate and empower – bringing together leaders and colleagues through a great culture to deliver against our shared objectives.

• Inspire – ability to lead and excite your team and enable them to lead their teams in being curious, commercially minded, digitally minded, colleague and customer obsessed.

• Obsessed with data and insights – strong experience of using multiple data points and sources of insights to define problems and develop innovative solutions to drive customer and colleague obsession.

• Communicate and connect – proficient in building networks, building relationships, communicating. Ability to actively listen in order to negotiate and influence across a broad range of stakeholders, internally and externally.

• Commercially minded – comprehensive knowledge of the industry with the ability to drive outstanding commercial performance through and with others.

• Digital mindset - An in depth understanding of the digital climate and the opportunities this creates for customers and how the digital and Channels (Branch & Telephony) work in partnership.

• Optimising the use of the resources in an efficient, agile way, anticipating obstacles, and building contingency plans, building robust underlying data driven strategic plans for how we optimise the use of resources; and how we can positively impact on the customer journey when our customers need us most.

Skills that will help you in your role

• Build knowledge – ability to build an extensive understanding of the customer propositions and customer needs. Flexibility - Completely flexible with an ability to seamlessly and rapidly adapt in a changing world.

• Self-development and self-insight - needs to be emotionally intelligent and able to develop new skills and new ways of thinking to build and follow plans to identify and act on development needs.

Where will you be working

The Barclays Technology Campus, just outside Manchester, is our tech command centre – the vital strategic powerhouse behind our global operations. Radbroke is a place where big ideas become world-leading realities. Where the best talent in the world can build careers full of scope, variety and reward, by creating the technical solutions that meet today’s demands, answer tomorrow’s questions and redefine the future of finance