Acquiring Customer Service Team Manager

Acquiring Customer Service Team Manager We are recruiting an Acquiring Customer Service Team Manager at Barclays, based in Northampton, England. In this role you will provide hands‑on leadership for the expanded UK frontline, ensuring day‑to‑day performance against SLAs and quality metrics, coaching and developing colleagues, managing schedules and workflow, embedding process changes, and mitigating operational and regulatory risk at the point of delivery. Required Qualifications Leadership experience (minimum Team Leader level). Experience managing SLA’s and KPI’s. Proven customer service experience in a leadership position, with the ability to guide and motivate a team effectively. Strong problem‑solving skills. Flexibility and adaptability. Efficiency and organisational capability. Other Highly Valued Skills Previous knowledge or experience within a call‑centre environment. Financial service background. Ability to build a strong team culture, fostering high performance and morale. Accountabilities Provide customer service to questions, concerns, and requests regarding accounts, products, and services in a timely and professional manner. Collaborate with teams across the bank to align, promote, and integrate customer care initiatives. Maintain accurate customer records and documentation. Participate in training and development initiatives to improve customer skills, knowledge, and services. Identify industry trends and developments related to customer service to implement best practice. Escalate requests to relevant team or senior management in a timely manner. Execute customer service activities through chat, email, and phone channels. Analyst Expectations Perform prescribed activities in a timely manner and to a high standard, consistently driving continuous improvement. Possess in‑depth technical knowledge and experience in the assigned area of expertise. Have a thorough understanding of underlying principles and concepts within the area of expertise. Lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources. When in a leadership role, demonstrate clear leadership behaviours to create an environment for colleagues to thrive and deliver excellent standards. For individuals with no leadership responsibilities, develop technical expertise and act as an advisor where appropriate. Take responsibility for end results of the team’s operational processing and activities. Escalate breaches of policy or procedure appropriately. Embed new policies and procedures adopted due to risk mitigation. Advise and influence decision making within the area of expertise. Manage risk and strengthen controls in relation to the work you own or contribute to, delivering work in line with relevant rules, regulations and codes of conduct. Maintain and build an understanding of how your sub‑function integrates with the wider function. Demonstrate understanding of how areas coordinate and contribute to organizational objectives. Make evaluative judgments based on factual analysis with attention to detail. Resolve problems by selecting solutions through the application of technical experience. Guide and persuade team members and communicate complex or sensitive information. Act as a contact point for stakeholders outside the immediate function, building a network of contacts within and outside the organization. Seniority Level Associate Employment Type Full‑time Job Function Other Industries Banking and Financial Services Referrals increase your chances of interviewing at Barclays by 2×. #J-18808-Ljbffr