Customer Care Leader

Customer Care Leader

• Location: Birmingham, B4 6GN

• Duration: 6 months (initially) Temporary to Permanent Opportunity

• Hours/week: 35 hours per week

• PAYE Only

Are you looking for an exciting new career opportunity in Financial Services? Barclays are looking for candidates with experience in Team Leadership to join the Customer Due Diligence within Business Banking as a Customer Care Leader. This role will be on a temporary basis and should you demonstrate the required skills this may open the doors to a permanent career in the team.

You do not need to have had any previous experience or knowledge of banking however experience managing others is key for success in this role. Your integrity, communication and empathy is exactly what Barclays are looking for to support your teams.

To get you off to a great start, you will begin the assignment with an indepth training programme where you will gain knowledge of Barclays and the internal systems used and processes followed by the Specialist Customer Care Colleagues in order to understand their day to day and where you can support them further. There will be requirements to be onsite in the Birmingham office for the duration of training before being fully embedded into your role where you will move to a hybrid working model of 2 days per week in the office and 3 days from home. (Days in the office may be subject to change).

Working hours will be Monday-Saturday between the hours of 8am-8pm where you will work 5 days per week and 7 hours per day on a rotational shift basis.

Key Responsibilities

• Support and help the Specialist Customer Care Colleagues in navigating systems

• Support with escalations and complaints

• Conduct 1:1’s to enhance development and identify improvement opportunities

• Support with any performance reviews

• Conduct wellbeing check ins

• There is no telephony requirement for this role day to day however where escalations and complaints come in, there may be requirement to speak with customers

Skills

• A strong and empathic communicator to support colleagues day to day

• Experience of managing others in a leadership role

• Organised and able support multiple colleagues at once

• A real team player

• Excellent Written and Verbal skills 

About Barclays

Barclays is a British universal bank. It is diversified by business, by different types of customers and clients, and by geography. Barclays businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by its service company which provides technology, operations and functional services across the Group.

Values 

Everything Barclays does is shaped by its five values of Respect, Integrity, Service, Excellence and Stewardship. The Barclays values inform the foundations of its relationships with customers and clients, but they also shape how Barclays measures and rewards the performance of colleagues. Simply put, success is not just about what you achieve, but about how you achieve it.

Diversity

Barclays aims to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to Barclays vision and goals.

Onsite

Colleagues who perform ‘onsite’ roles will spend four or five days a week working onsite, depending on the requirements of their role and business area.  Please discuss the working pattern requirements for the role you are applying for with the hiring manager.  Please note that as we continue to embed our hybrid working environment, we remain in a test and learn phase, which means that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business. 

Your Benefits

As a contract employee of Randstad Sourceright, you’ll receive a wide range of financial and personal benefits. There’s enrolment in a pension plan (after 12 weeks on assignment) and holiday pay (after eight weeks on assignment). You can discuss any special holiday requests, for weddings, graduations or other significant occasions during this initial period with your team leader. You’ll also get 24/7 access to an Employee Assistance Programme, designed to help you deal with any problems that could be affecting your home or work life. Plus, there’s discounts at heaps of high street shops, restaurants and entertainment - from Asda to Zizzi Italian restaurants.