Customer Care Team Leader

**Customer Care Leader**
**Admiral Way, Sunderland**

As a Barclays Customer Care Leader, you will lead a highly-engaged team of colleagues, to pioneer an Omni-channel experience in order to achieve great customer outcomes. Your team will be spread across a variety of locations including branches, contact centres and colleagues working from home, and as such you will have the ability to bring colleagues together in support of our common purpose. By using data insight effectively, you will produce exceptional service and financial support to our customers both remotely, and face to face.

Barclays is one of the world's largest and most respected financial institutions, with 329 years of success, quality and innovation behind us. We offer careers that provide endless opportunity - helping millions of individuals and businesses thrive, and creating financial and digital solutions that the world now takes for granted.

We are currently operating in a hybrid working environment, meaning that many colleagues spend part of their working hours at home and part in the office, depending on the nature of the role they are in. Please discuss the detail of the working pattern options for the role with the hiring manager.

**What will you be doing?**:

- Bringing together a team of One Team colleagues, with a common identity, purpose and culture. Supporting this community with a focus on Customers, Colleagues and Outcomes
- Actively ensuring the smooth day to day running of the business; utilising resources effectively to create a sustainable model - both face to face and virtually
- Creating a robust, connected business plan built by working with peers to unlock opportunities presented by different customer segments in the area
- Setting and maintaining active performance management standards across your team; establishing clear goals and expectations to support early identification and intervention
- Enabling yourself and your team to thrive in an ever-changing environment - learning and coaching new skills to help with both your team’s and your own personal growth
- Utilising internal and external insights to make evaluative judgements to support local commercial plans, create connections and growth for business development
- Holding accountability for the operational performance of allocated branch sites and surrounding touchpoints - ensuring operational and risk frameworks are adhered to
- Communicating with internal and external stakeholders to confidently share and deliver the future strategy. This may include senior Barclays Executives and local business leads

**What we’re looking for**:

- Leadership experience within a customer-facing capacity; delivering great customer outcomes and commercial performance, incl. management of queries and complaints
- Experience of conducting analysis, with the ability to use data points and sources of insight to define problems and develop innovative solutions
- Fantastic verbal and written communication skills, with good networking skills and the ability to build rapport with a range of stakeholders
- A Digital Mindset - with in-depth knowledge of the digital climate and how digital channels (Branch and Telephony) can work in partnership

**Skills that will help you in the role**:

- The ability to build extensive knowledge of the customer propositions and needs through proactive learning
- The insight and capability to develop new skills and ways of thinking to build and follow plans to identify and act upon your own development needs
- Experience of attracting talent and recruiting high-performing individuals into a team
- Flexibility and the ability to adapt in order to seamlessly accommodate the needs of a rapidly changing environment

**Where will you be working?**
You will be based in one of our main UK sites, within Sunderland. With over 1,700 employees, our Flagship Site, Doxford Park, offers many facilities including a discounted gym, the convenience of an ATM and even a Personal Banker who visits regularly to assist all employees with their banking.