Join us as a Customer Care Leader in our Hemel Hempstead Branch. This is an exciting opportunity to lead and coach your team, creating a supportive culture focused on building deeper relationships and delivering exceptional service and financial support to our customers. You will need to have leadership skills and experience in handling internal and external customers using available tools and enablers to grow business performance. A Digital First Mindset is required to understand current market trends and identify market opportunities.
You will be working onsite in branch and at local touchpoint sites 5 days a week.
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), acting 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, inspiring colleagues to be commercially minded, achieve goals and expectations, and measure them frequently and honestly to ensure personal growth.
* 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.
* Creation of a culture that enables focus on building deeper relationships with customers and contributes to the overall success of Barclays.
Assistant Vice President Expectations
* To advise and influence decision-making, contribute to policy development, and take responsibility for operational effectiveness. Collaborate closely with other functions/business divisions.
* Lead a team performing complex tasks, using well-developed professional knowledge and skills to deliver on work that impacts the whole business function.
* 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.
* For individual contributors, they will lead collaborative assignments and guide team members through structured assignments, identifying the need for the inclusion of other areas of specialisation to complete assignments.
* Consult on complex issues, providing advice to People Leaders to support the resolution of escalated issues.
* Identify ways to mitigate risk and develop new policies/procedures in support of the control and governance agenda.
* Take ownership for managing risk and strengthening controls in relation to the work done.
* Perform work that is closely related to that of other areas, requiring understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
* Collaborate with other areas of work for business-aligned support areas to keep up to speed with business activity and strategy.
* Engage in complex analysis of data from multiple sources to solve problems creatively and effectively.
* Communicate complex information effectively.
* Influence or convince stakeholders to achieve outcomes.
All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge, and Drive.
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