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Customer Care Leader

Belfast, Northern Ireland

Customer Service Overview

Our customer service colleagues are at the forefront of our obsession with customers - and right now our customers need us more than ever. They need colleagues who are understanding, committed, and take ownership of their development. Because when our colleagues are learning, they can adapt to our customers changing needs and support them when they need us the most - from life's little moments to the big ones.

Key information

Date live: 06/27/2024

Business Area: COO & Functions

Area of Expertise: Relationship Management / Sales

Contract: Permanent

Reference Code: 90392633

Job description

Customer Care Leader 
Location - Belfast
Salary - £34,000 per annum plus excellent benefits including: Private Medical Care including GP services, Life assurance covering x8 times basic salary, Pension Contribution up to 12%, 25 days holiday allowance plus bank holidays, with the option of buying or selling 5 days per year, plus many more benefits
Rotating Shifts - 35hrs per week, rotating between 7am-11pm Monday to Sunday  

As a Barclays Customer Care Leader you’ll manage a team of customer centric Customer Care colleagues to pioneer an omni-channel experience to achieve great customer outcomes.  You’ll directly coach and develop Customer Care colleagues and contribute to the overall success of Barclays by inspiring your teams to achieve exceptional performance results, which enables focus on building deeper relationship with customers. Confidence using data and insights to ensure exceptional service and financial support to our customers will be needed. 

Barclays is one of the world's largest and most respected financial institutions, established in 1690, with a legacy of success, quality, and innovation. 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.

Colleagues who have applied for 'onsite' roles are expected to work four or five days a week at the selected workplace, contingent upon their specific role and business area requirements. If you're applying for a position, please discuss the working pattern specifics with the hiring manager. It's important to note that we are constantly adapting our working environment, and as a result, working arrangements can be adjusted with reasonable notice to align with our business needs.

What will you be doing?
•    Being responsible for bringing together a team of Customer Care Support colleagues, with a common identity, purpose, and culture
•    Utilising internal and external insights to make evaluative judgments to support customers, local commercial plans, and growth for business development
•    Ensuring the smooth day to day running of the business, utilising resources effectively to create a sustainable model
•    Being passionate about your own, and your teams, learning and development, continually perfecting skills, knowledge, and your competence as a leader
•    Cultivating a resolution culture where leaders and colleagues are customer advocates and are empowered to deal with customer requests fairly at first point of contact
•    Being responsible for setting and maintaining active performance management standards across your team, communicating to and inspiring colleagues to be commercially minded
•    Being responsible for the operational performance of allocated sites and surrounding touchpoints
•    Being accountable for a physical environment (e.g., Branch, Barclays Local) and overall performance 

What we’re looking for:
•    Experience of leading a team in a customer support capacity, delivering great customer and commercial performance by means of colleague engagement, communication skills
•    Ability to lead and excite your team in being curious, commercially minded, digitally minded, colleague and customer obsessed
•    Confidence in conducting analysis, with the ability to use data points and sources of insights to define problems and develop innovative solutions
•    Networking skills, with the ability to build rapport and experience of influencing and building relationships with a range of stakeholders

Skills that will help you in the role:
•    Ability to build an extensive understanding of the customer propositions and customer needs
•     Being completely flexible with an ability to adapt in a changing world seamlessly and rapidly
•    Emotionally intelligent and able to develop new skills and new ways of thinking to build and follow plans to identify and act on development need

Where will you be working?

You will be based in one of our Branches which are the heart of Barclays. Branches are changing both in the way they look and the way our colleagues work in them. We aim to have someone on hand to help our customers with their banking needs from the moment they walk in, creating an exquisite customer experience, face to face, while using technology to create the quickest, most seamless experience for them.


What you get in return

However high you rise at Barclays, we believe all our employees should receive a competitive package of core benefits flexible to you and your family’s needs. At Barclays, you’ll support our customers and clients, and we’ll support you with rewards that will genuinely make a difference.

Competitive holiday allowance
Competitive pay
Life assurance
Income protection
Private medical care
Flexible working
Pension contribution
Voluntary benefits

Success profile

Do you have what it takes to join our contact centre team?

We're looking for people with these key traits.

Qualities we look for: understanding, problem solving, ownership, attention to detail

Is this role right for you?

Deciding on your next career step is a big decision, why not take our quiz to find out if this opportunity is right for you?

Take our quiz

The Barclays Way

This is the spirit of Barclays. It’s why we exist, what we believe and how we behave. But most importantly, it’s how we make decisions, take action and get things done.

Learn more


Working together for a better financial future.


We believe great talent RISES. It acts with Respect, Integrity, Service, Excellence and Stewardship.


We discover our full potential through our desire to Empower, Challenge and Drive each other.

You get exposed to really supportive and intelligent people that push you to be your best self.

- Alexi

It's great to be surrounded by so much technical talent, but also people through a variety of functions. And I feel like I thrive because there's so much opportunity to network.

- Imogen

There's really a lot of impactful work you can do day to day. You get to work with really senior engineers on a daily basis and you learn a lot from working with them.

– Yuming

I can reach out to anybody and know that I will be able to find mentorship, support and just a community at Barclays as well.

- Becky

More about working at Barclays

We're committed to providing a supportive and simplified experience for our candidates throughout the application and assessment process. Here, you will find information about what to expect and some guidance around your assessment and interview.

While the application process depends on the role, there are some constant steps, which are;

Step 1 - Your application
Step 2 - Your assessment
Step 3 - Your interview
Step 4 - Next steps

We aim to create an inclusive work environment where everyone can reach their full potential. If you require any adjustments to our recruitment process, please let us know as part of your application.

Find out more information here.

Barclays offers a diverse, inclusive and engaged culture. A place where people can bring their whole selves to work and be respected for who they are, valued for what they do and celebrated for their contribution to our business and our community.

We are an equal opportunity employer and opposed to discrimination on any grounds. It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, colour, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

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