Customer Care Leader

Role Overview

Join a leading financial services organization as a Customer Care Leader responsible for managing a team of Specialist Customer Care colleagues focused on Onboarding or Customer Due Diligence. You will oversee daily team operations, including performance management, KPI tracking, scheduling, and developing the skills of new team members as the bank expands in this area. Utilizing data analysis and reporting, ensure superior customer service consistently.

Key Accountabilities

• Lead and develop an engaged team to deliver excellent customer experiences across multiple channels.
• Drive customer satisfaction and positively influence Net Promoter Scores by acting as an ambassador internally and externally.
• Implement active performance management standards, encouraging commercial mindset and goal achievement.
• Manage operational functions, leveraging insights to develop effective business plans that support customer needs and sustainable revenue growth.
• Conduct market research to identify trends, competitive activities, and regulatory changes to uncover opportunities.
• Foster a resolution-focused culture empowering employees to handle customer inquiries fairly at first contact.
• Create a supportive environment that aligns colleagues around customer, colleague, and outcome priorities.
• Ensure compliance with operational and risk frameworks, including staff observations and standards adherence.
• Build deeper customer relationships contributing to the overall success of the bank.

Responsibilities and Expectations

• Consistently perform activities timely and to high standards, driving continuous improvement.
• Maintain advanced technical knowledge and expertise in assigned areas.
• Lead, supervise, and develop team members, coordinating workloads and resources effectively.
• Demonstrate leadership behaviors focused on listening, energizing, aligning, and developing others.
• Influence decision-making within your expertise, manage risk, strengthen controls, and ensure compliance with policies and regulations.
• Build understanding of how your team's efforts integrate with broader organizational objectives.
• Make evaluative judgments through data analysis and apply technical experience to problem solving.
• Serve as a key contact for internal and external stakeholders, building an extensive network.

Required Qualifications and Skills

• Proven leadership experience within a customer care or contact center environment.
• Strong performance management capabilities.
• Exceptional attention to detail and analytical skills.
• Excellent communication, stakeholder management, and relationship-building skills.
• Knowledge or experience in business banking, know your customer (KYC) processes, or financial services is highly advantageous.

Location

This position is based in Manchester or Northampton, United Kingdom, requiring onsite presence.

Company Values

All employees are expected to embody the organization's core values of Respect, Integrity, Service, Excellence, and Stewardship. Additionally, adopting the Barclays Mindset to Empower, Challenge, and Drive is fundamental to success.