Acquiring Customer Service Team Manager

Barclays Acquiring Customer Service Team Manager Opportunity: A Comprehensive Review

Barclays is seeking a motivated and experienced Acquiring Customer Service Team Manager to lead their expanded UK frontline operations. This role presents an exciting opportunity for a seasoned professional to make a significant impact on customer satisfaction, operational efficiency, and regulatory compliance within a renowned financial institution. Based in Northampton, this position offers a chance to develop and nurture a high-performing team while contributing to the strategic goals of Barclays.

What This Opportunity Offers:

This role is designed for individuals who thrive in a dynamic environment and possess a strong desire to lead and develop others. Here are some of the key advantages for potential candidates:

• Hands-on Leadership: You will have the direct responsibility of guiding and mentoring a customer service team, fostering a culture of excellence and continuous improvement.
• Operational Impact: Play a crucial role in ensuring day-to-day performance against Service Level Agreements (SLAs) and quality metrics, directly contributing to customer satisfaction and business success.
• Career Development: The role emphasizes coaching and developing colleagues, providing you with opportunities to hone your leadership and mentoring skills.
• Strategic Involvement: You will be instrumental in embedding process changes, mitigating operational and regulatory risks, and aligning customer care initiatives across the bank.
• Exposure to Financial Services: For those with a background in financial services, this role offers a chance to leverage and deepen your expertise within a leading global bank.
• Skill Development: Beyond core customer service and leadership, you will have the opportunity to be assessed on and develop critical skills in risk and controls, change and transformation, business acumen, strategic thinking, and digital technology.
• Team Culture Building: A key aspect of this role is fostering a strong team culture, promoting high performance, and maintaining positive morale, which is essential for long-term team success and individual job satisfaction.

Key Considerations for Aspiring Candidates:

To excel in this role and chart a successful career path, candidates should carefully consider the following:

• Essential Leadership Experience: A minimum of Team Leader level leadership experience is a non-negotiable requirement. Candidates must demonstrate a proven ability to guide, motivate, and manage a team effectively.
• Performance Management Acumen: Strong experience in managing SLAs and KPIs is vital. You will need to be adept at monitoring performance, identifying areas for improvement, and implementing strategies to achieve targets.
• Customer-Centricity: A proven track record in customer service, coupled with the ability to lead a team that consistently delivers exceptional customer experiences, is paramount.
• Problem-Solving Skills: The ability to analyze issues, identify root causes, and implement effective solutions is critical for resolving customer concerns and operational challenges.
• Adaptability and Organization: The role requires flexibility to adapt to evolving priorities and a high degree of organization to manage schedules, workflow, and multiple responsibilities efficiently.
• Call Center and Financial Services Background (Highly Valued): While not strictly mandatory, previous experience in a call center environment or the financial services industry will provide a significant advantage, allowing you to hit the ground running.
• Understanding of Risk and Controls: A strong awareness and commitment to managing risk and embedding controls are essential in the financial services sector. You will be expected to champion these principles within your team.
• Embracing Barclays Values and Mindset: Successful candidates will align with Barclays' core values of Respect, Integrity, Service, Excellence, and Stewardship, and embody the Barclays Mindset of Empower, Challenge, and Drive.

This role offers a compelling pathway for ambitious individuals looking to advance their leadership careers within the financial services industry. By demonstrating strong leadership, a commitment to customer excellence, and a proactive approach to operational improvement, you can make a lasting contribution to Barclays and cultivate a rewarding career.