• Job Description

  Req#: 90375304

  Operations Leader
  Location Independent
  Salary - £45000 per annum plus excellent benefits including: Private Medical Care including GP services, Life assurance covering x8 times basic salary, Pension Contribution up to 12%, 25 days holiday allowance plus bank holidays, with the option of buying or selling 5 days per year, plus many more benefits

  Shift - 35hrs per week, rotating between 7am-11pm Monday to Sunday

  As a Barclays Operations Leader, you will be managing a team across one or more sites, driving exceptional customer and client experience whilst strengthening relationships with customers and clients on their terms and within a multi-channel environment. You will also coach and develop colleagues to deliver great customer outcomes that will create advocates of Barclays through the investigation of emotive and complex customer and client queries, concerns and complaints and the proactive prevention of further complaints.

  Barclays is one of the world's largest and most respected financial institutions, with 329 years of success, quality and innovation behind us. We offer careers that provide endless opportunity – helping millions of individuals and businesses thrive and creating financial and digital solutions that the world now takes for granted.

  
  At Barclays, we offer a hybrid working experience that blends the positives of working alongside colleagues at our onsite locations, together with working from home. We have a structured approach where colleagues work at an onsite location on fixed, ‘anchor’, days of the week, for a minimum of two days a week or more, as set by the business area (or nearest equivalent if working part-time hours). 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.

  What will you be doing?
  • Creating a culture for being passionate about what customers are passionate about and creating moments that matter and are memorable
  • Leading an environment that interacts with customer on their terms and in an engaging way that demonstrates flexibility to customers preferences
  • Investigating customer queries, concerns and complaints whilst withholding judgement, using the conversation cycle, mutual respect and empathy to evaluate situations at pace
  • Identifying and creating opportunities proactively to improve the customer experience
  • Promoting a one team culture across Advocacy and Customer Experience
  • Modelling the required behaviours and proactively identifying colleague development needs to demonstrate the appropriate mindset skills and knowledge needed
  • Encouraging an environment where self-development is a priority
  • Accounting for attraction and retaining talent through succession planning

  
  What we’re looking for:
  • Solid evidence of achieving high levels of customer satisfaction and supporting operational performance in a dynamic and changing business environment
  • Excellent leadership experience with evidence of driving team performance through coaching and development techniques and situational leadership
  • Sound understanding of people issues and the tools and policies available to support the leadership of a team
  • Exceptional communication skills, both verbally and written

  Skills that will help you in the role:
  • Knowledge of Banking products and services and associated legislation
  • Understanding of regulatory and risk requirements relating to complaints
  • Experience in resolving emotive and complex customer/client queries, concerns and complaints in a high-volume environment
  • Experience of customer information and management systems

  Where will you be working?
  For this opportunity, we will consider requests for locating the role at an alternative Barclays’ key UK office from that advertised.
  
  
  
  
  

  #LI-Hybrid
  #CS_Opportunities

• About the company

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