Direct Investing Complaints - Customer Care Leader

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.

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. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
• 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 will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
• Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
• Identify ways to mitigate risk and developing 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, which requires 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 the business strategy.
• Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively.
• Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
• Influence or convince stakeholders to achieve outcomes.

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.

As a leader of leaders, while also managing a small team of your own, with some operational responsibilities, you will be part of the team who lead and develop a highly engaged Direct Investing Complaints function, delivering consistently excellent customer outcomes through an industry-leading omni-channel experience. 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.

To be successful as a Direct Investing Complaints - Customer Care Leader, you must have:

• Proven track record in a Leadership role.

• Create an environment where other leaders can consistently succeed.

• Be a strategic thinker, focusing on the organization’s future in prioritizing initiatives.

• Ability to anticipate future challenges and plan accordingly.

• Setting clear expectations with consistent accountability.

• Maintain high performance managing both results and behaviours.

• Ability to work individually and in a fast-paced environment-managing multiple priorities.

• Natural empathiser with the willingness and ability to understand others point of view and to build rapport with customers/clients and colleagues.

• Developed planning and organisational skills with a strong attention to detail and ability to use own judgement and balance with pace.

• Developed communication skills, both verbally and in writing, to deliver positive impactful, Colleague coaching interactions and experience, Knowledge development through explanation and daily colleague support and Customer communication within a multi-channel environment.

• Must be a confident communicator, presenter at a senior level, including, but not limited to, Chief Executive Officers (CEO’s), Managing Directors (MD’s).

• Ability to take the heat out of challenging situations, remaining in control and empathetic to move the conversation on and find common areas of agreement.

• A collaborative approach to finding solutions, maintaining positive relationships with internal teams and departments.

• Drives own performance using creativity and initiative to overcome challenges, identify solutions and upskill knowledge and capability.

Some other highly valued skills may include:

• Knowledge of regulatory and risk requirements relating to complaints

• Experience in resolving emotive and complex customer/client queries, concerns, and complaints in high volume environment

• Experience of customer information and management systems

• Experienced in multiple channels of digital communication

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.

This role is based in Glasgow.