Barclays
Client Service Team Leader 24/7 shift pattern
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Client Service Team Leader 24/7 shift pattern
Customer Service Leader – Barclays
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 shifts, including weekday and weekend working
- Typical shifts: 06:30—20:00 and 09:00—22:15 (with some afternoon/evening shifts extending to 14:00—23:45)
- Built on an 8-week rotational cycle to ensure variety and fairness
What You’ll Be Doing
Your primary focus will be to:
- Lead, inspire, and develop colleagues to achieve their full potential
- Foster a positive, inclusive environment where colleagues feel valued and supported
- Build team capability through feedback, coaching, and structured 1:1s
- Drive consistently strong client outcomes, ensuring professionalism, empathy, and care in every interaction
- Set clear objectives and monitor team performance to address gaps in key metrics
- Balance client outcomes, efficiency, and risk, collaborating with partners on strategic priorities
Purpose of the Role
To lead and develop a highly engaged team, pioneering an omnichannel experience to achieve consistently excellent customer outcomes. Your responsibilities will include:
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- Customer service excellence – Driving positive Net Promoter Scores (NPS) and acting as a brand ambassador both internally and externally
- Performance management – Setting and tracking commercial targets, fostering growth, and intervening early when needed
- Business plan development – Using insights to guide strategic decisions, support financial needs, and drive long-term revenue growth
- Market research & strategic planning – Analysing trends, competition, and regulatory changes to identify opportunities
- Empowered resolution culture – Creating a team environment where customer advocates are capable of fair, first-contact resolutions
- Operational leadership – Ensuring sites and touchpoints align with risk frameworks, including performance observations of direct reports
Responsibilities (Accountabilities)
Leadership & Team Development
- Cultivate a supportive, values-driven culture that prioritises Customers, Colleagues, and Outcomes
- Foster strong customer relationships and contribute to Barclays’ overall success
Performance & Compliance
- Maintain active performance standards across the team
- Monitor adherence to operational frameworks and risk controls
- Address policy violations and embplace new risk mitigation procedures
Strategic Collaboration
- Partner with internal/external stakeholders to align on financial and business goals
- Advise decision-making within your area of expertise while balancing risk awareness
Technical & Reporting Requirements
- Dedicate analytical expertise, ensuring adherence to rules, regulations, and codes of conduct
- Maintain up-to-date knowledge of Barclays’ products, processes, and cross-functional coordination
- Demonstrate critical thinking in data-driven decision-making for sustained improvement
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Key Leadership Behaviours
If this People Leader role, you’ll align with Barclays’ LEAD model:
| L – Listen & Be Authentic | | Foster trust through genuine engagement and open communication. |
| E – Energise & Inspire | | Motivate teams to achieve their best through active support and coaching. |
| A – Align Across the Enterprise | | Promote unity between teams and broader organisational goals. |
| D – Develop Others | | Empower team members with growth-focused feedback and development opportunities. |
Values & Expectations
As a Barclays colleague, you’ll be assessed on:
Shadow Values (Core Guiding Principles)
- Respect | Integrity | Service | Excellence | Stewardship
Barclays Mindset
- Empower (Trusted teamwork) | Challenge (Accountability) | Drive (Innovative progress)
Job-Specific Competencies
- Risk & controls proficiency
- Change & transformation awareness
- Business acumen and analytical judgment
- Strategic & digital thinking
- Technical expertise aligned with customer service excellence
About Joinng Barclays
At Barclays, you’ll join a welcoming, supportive team where people are prioritised. Benefits include:
- Hybrid working flexibility
- Competitive benefits package
- Strong culture of learning & development
- Generous onboarding training
- Assessment on Twitter (virtual/evening schedule) for added flexibility in the hiring process
We offer opportunities to: ✔ Build a meaningful career ✔ Grow with ongoing coaching and mentorship ✔ Foster innovation and operational excellence across all customer touchpoints
Apply now to shape the future of Barclays’ customer service leadership!
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