Job Description

Purpose of the role

To lead and develop a highly engaged team, pioneering an omni channel experience to achieve consistently excellent customer outcomes. Build and maintain your team’s capability to deliver excellent customer outcomes through identifying, understanding, and meeting customer needs both internally and externally, using available tools and enablers to grow business performance.

Accountabilities

• Customer service to create excellent customer satisfaction and positively influence NPS (Net Promoter Scores), act as an ambassador for Barclays externally and internally, creating connections and growth for customers.
• Identification and maintenance of active performance management standards across the team, communicating to and inspiring colleagues to be commercially minded, achieve goals and expectations, measure them frequently and honestly to ensure personal growth and support early identification and intervention where required.
• Day to day running of the business, using internal and external insights to develop an effective business plan, making evaluative judgments to support customers with their financial needs and drive long term sustainable revenue growth in your area.
• Market research to understand market trends, competitive landscape, and regulatory changes to identify market opportunities.
• Cultivation of a resolution culture where leaders and colleagues are customer advocates and are empowered to deal with customer requests fairly at first point of contact.
• Creation of an empowering environment, bringing together and supporting a community of colleagues who care about Customers, Colleagues and Outcomes.
• Operational performance of allocated sites and surrounding touchpoints. Ensuring operational and risk frameworks are adhered to for all direct reports, including observations.
• Creation of a culture which enables focus on building deeper relationships with customers and contribute to the overall success of Barclays.

Analyst Expectations

• To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise
• Thorough understanding of the underlying principles and concepts within the area of expertise
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they develop technical expertise in work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.

About the Role

We’re growing our team to better support our global market clients, extending our service beyond core business hours to meet their everyday banking needs.

Join us as a Customer Service Leader and play a key role in this next phase of growth.

In this role, you’ll lead and inspire a team to deliver a consistently excellent service. You’ll create a high-performing, inclusive environment where colleagues feel supported, motivated and empowered to succeed, driving the best possible outcomes for our clients.

Location: Glasgow Barclays Campus or Isle of Man with hybrid working options.

Working Hours: You’ll work across a 24/7 rotating shift pattern, covering a mix of weekday and weekend shifts including evenings, nights and occasional afternoons to support global client needs

Shift Pattern

• Rotation across day, evening and overnight shift, including a mix of weekdays and weekend working.

• Typical shift times range between 06:30 - 20:00 and 09:00 - 22:15, with some afternoon and evening shifts 14:00 – 23:45.

• Built on an 8-week rotational cycle to provide variety and fairness across shifts.

What You’ll Be Doing

• Leading, inspiring and developing colleagues to achieve their full potential.

• Creating a positive, inclusive environment where colleagues feel valued and supported.

• Building team capability through regular feedback, coaching and structured 1:1s.

• Leading your team to deliver a consistently strong client outcomes.

• Ensuring every client interaction is handled with professionalism, empathy and care.

• Setting clear objectives and supporting the team to achieve performance outcomes.

• Monitoring performance and taking action to address gaps across key metrics.

Balancing client outcomes, efficiency and risk, while collaborating with partners to drive strategic priorities.

At Barclays, you will join a welcoming and supportive team where people truly come first. We offer hybrid working, a competitive benefits package and a strong culture of coaching, learning, and development.

From day one, you’ll benefit from comprehensive training and ongoing support to helping you grow, succeed, and build a meaningful career with us. To give candidates greater choice and flexibility, we also host an assessment evening that provide an additional and convenient way to take part in our hiring process.

Our Values of Respect, Integrity, Service, Excellence and Stewardship guide the way we work every day. These Values shape how we support our customers, how we work with one another and how we build meaningful and fulfilling careers.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.