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 working both from the office and 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.

Working Flexibly

We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognizes and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life. If you would like some flexibility, then please discuss this with the hiring manager, and your request will be reviewed subject to business needs.

This opportunity is location flexible. We will consider requests for locating the role at an alternative Barclays’ key UK office from that advertised.

We are currently in the early stages of implementing a hybrid working environment, which means 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. We’re flexible on how this works and it may continue to change and evolve. Depending on your team, typically this means that colleagues spend a minimum of between 20% to 60% of their time in the office, which could be over a week, a month, or a quarter. However, some colleagues may choose to spend more time in the office over a typical period than their role type requires. We also have a flexible working process where, subject to business needs, all colleagues globally can request work patterns to reflect their personal circumstances.  Please discuss the detail of the working pattern options for the role with the hiring manager.

What will you be doing?

• Setting and maintaining active performance management standards across your team, establishing clear goals and expectations 
• Managing talent and succession in your team, helping colleagues with their career aspirations in Barclays  
• Using internal and external insights to make evaluative judgements to support local commercial plans, create connections and growth for business development
• Growing sustainable commercial performance of the team that contributes to the overall mortgage business growth plan
• Managing key KPI’s and Operational tolerances ensuring the team and wider business is operationally excellent
• Managing resources over single or multiple channels, ensuring the customer is served in their channel of choice and embracing a omni-channel mindset 
• Using resources in an efficient, agile way, anticipating obstacles and building contingency plans
• You will regularly attend site and leadership meetings, often needing to present information to, and influence, Director level leaders and peers

What we’re looking for:

• Extensive experience operating in a contact centre environment where customer service is paramount 
• Solid proven leadership skills including extensive coaching experience 
• Experience of managing to a balanced scorecard, including proven experience in leading a commercially successful team
  

Skills that will help you in the role:

• Experience of working within Training & Competence scheme 
• Knowledge of Mortgage products and services 

Where will you be working?

Our new state-of-the-art Campus, right in the heart of Glasgow is a hub of creative collaboration. A place where everyone can bring their true selves to work and reach their full potential. Home to 5,000 of our colleagues, our Tradeston campus will support the community in more ways than one - by creating thousands of new career opportunities and celebrating local artists. A short walk from Central Station on the south of the Clyde, it will be a key location for the Barclays business that will deepen our ties with the city and its communities.