Barclays
Client Service Team Leader 24/7 shift pattern
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Client Service Team Leader 24/7 shift pattern
Customer Service Leader
Location: Glasgow Barclays Campus or Isle of Man (hybrid working options) Shift Pattern: 24/7 rotational cycle (day, evening, overnight, weekends)
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.
- Utilise available tools and enablers to grow business performance.
Key Accountabilities
Customer Experience & Performance
- Ensure customer service excellence, driving positive Net Promoter Scores (NPS) and acting as a Brand Ambassador for Barclays—externally and internally.
- Foster a resolution culture where leaders and colleagues advocate for customers and resolve requests fairly at first point of contact.
- Cultivate an empowering environment that supports a community of colleagues who care about Customers, Colleagues, and Outcomes.
Operational & Strategic Leadership
- Maintain active performance management standards across the team, communicating commercial mindsets, goal-setting, and honest performance measurement to support growth.
- Oversee the day-to-day business operations, using insights to develop data-driven business plans aligned with customer financial needs.
- Conduct market research to identify trends, competitive advantages, and regulatory changes, aligning strategies with opportunities.
- Ensure adherence to operational and risk frameworks, observing direct reports and escalating policy breaches as needed.
- Drive long-term revenue growth through strategic, customer-centric decision-making.
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Team Development & Culture
- Lead and develop a high-performing, inclusive team, fostering an environment where colleagues feel supported, motivated, and empowered.
- Establish clear objectives, provide coaching & feedback, and conduct regular 1:1s for performance growth.
- Monitor team performance, addressing gaps in key metrics while balancing outcomes, efficiency, and risk.
Analyst Expectations (Core Behaviours)
All colleagues (including customer service leaders) must demonstrate:
For Leadership Roles:
- LEAD Behaviours (L.E.A.D.):
- Listen and be authentic
- Energise and inspire
- Align across the enterprise
- Develop others
- Build deeper customer relationships while maintaining long-term business success.
- Partner with other functions, coordinating operational processing for whole-team accountability.
- Lead risk mitigation, embedding new policies, procedures, and controls.
- Advise and influence decision-making within expertise areas while championing Barclays’ Values (Respect, Integrity, Service, Excellence, Stewardship).
For Individual Contributors:
- Maintain technical expertise, contributing to team-wide operational success.
- Guide and influence colleagues, communicating complex metrics and sensitive information.
- Act as an internal/external stakeholder contact, expanding professional networks.
- Apply evaluative judgment, resolve issues through technical expertise, and adhere to regulatory standards.
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About the Role
Barclays is expanding its customer support team to better serve global market clients. As a Customer Service Leader, you’ll:
- Lead and inspire teams during 24/7 rotational shifts (covering days, evenings, nights, and weekends).
- Drive client-centric outcomes with empathy, professionalism, and detailed attention.
- Embody our Barclays Mindset (Empower, Challenge, Drive) and core values in every action.
Work Arrangements
- Location: Hybrid (in-office at Glasgow Campus or Isle of Man).
- Shift Pattern: Rotates across 06:30–22:15, aligning to an 8-week cycle for fairness.
- Includes afternoon & evening shifts where needed to support global demand.
What You’ll Get
- A welcoming, supportive team where colleagues grow and succeed.
- Hybrid working, competitive benefits, and a strong coaching culture.
- Free comprehensive training and ongoing mentorship for career development.
- Flexibility: Our assessment evening offers candidates an alternative assessment route.
Barclays is #1 Top Workplace in its region—join a team of curious, collaborative, and purpose-driven professionals.
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