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Job Description – Customer Care Leader
Purpose of the Role
To lead and develop a highly engaged team, pioneering an omnichannel experience to achieve consistently excellent customer outcomes.
- Build and maintain the team’s capability in delivering superior customer outcomes by identifying, understanding, and meeting both internal and external customer needs, leveraging tools and enablers to grow business performance.
Key Accountabilities
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Customer Service Excellence
- Drive excellent customer satisfaction and positively influence Net Promoter Scores (NPS).
- Act as an ambassador for Barclays, both internally and externally, fostering connections and growth opportunities for customers.
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Performance Management & Leadership
- Set and maintain high performance standards across the team, encouraging commercial mindset, goal achieving, and honest measurement.
- Support colleagues’ personal development, identifying early intervention needs where required.
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Day-to-Day Business Leadership
- Develop a strategic business plan using internal and external insights to meet customer financial needs.
- Drive long-term, sustainable revenue growth while ensuring compliance with operational frameworks.
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Market Research & Strategic Insight
- Monitor market trends, competitive landscapes, and regulatory changes to identify new opportunities.
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Empowerment & Resolution Culture
- Cultivate a customer-first culture, where colleagues are empowered to resolve issues fairly at first point of contact.
- Foster a collaborative environment that prioritises customers, colleagues, and outcomes.
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Operational & Risk Governance
- Ensure adherence to operational and risk frameworks for direct reports.
- Conduct observations to enforce compliance and strengthen controls.
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Relationship-Focused Culture
- Develop deeper customer relationships and contribute to Barclays’ overall success.
Analyst Expectations (For Team Leaders & Individual Contributors)
Core Responsibilities for All Colleagues
- Execute tasks promptly and professionally, ensuring continuous improvement.
- Deep technical expertise in their assigned area, with thorough knowledge of underlying principles and concepts.
- Leadership (if applicable)
- Guide and support professional development, allocate work, and coordinate resources.
- Demonstrate LEAD behaviours:
- Listen and be authentic
- Energise and inspire
- Align across the enterprise
- Develop others
- Partnership & Influence
- Collaborate with other teams/functions, taking ownership of operational outcomes.
- Escalate breaches of policies/procedures appropriately.
- Embed new policies/procedures for risk mitigation.
- Influence decision-making within their area of expertise.
For Team Leaders
- Drive operational performance of lagering agents and touchpoints.
- Ensure risk and regulatory compliance across the team.
- Escalate breaches and enforce control standards.
For Individual Contributors
- Develop technical expertise in their specialization.
- Act as an advisor where needed.
- Influence interdisciplinary team outcomes.
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Key Behaviours Required
- Uphold Barclays Values: Respect, Integrity, Service, Excellence, and Stewardship.
- Embrace the Barclays Mindset: Empower, Challenge, and Drive.
The Customer Care Leader Role (Telephony – Onboarding/Customer Due Diligence)
Key Responsibilities
- Lead a team of Specialist Customer Care colleagues across either Onboarding or Customer Due Diligence.
- Oversee day-to-day operations, including performance management (KPI tracking, scheduling).
- Analyse reports and data to drive performance and ensure consistently excellent service.
Essential Skills & Experience Required
- Leadership experience
- Performance management
- Strong analytical & attention-to-detail skills
- Effective communication & stakeholder management
- Relationship-building abilities
Desirable (Bonus) Qualifications
- Business Banking experience
- Knowledge Transfer (KYC) experience
- Background in banking/financial services
About Barclays Work Experience
Barclays offers more than just a committed workplace—it fosters a culture of trust, collaboration, and innovation.
- Employees are hardworking, disciplined, and truthful, prioritising team success.
- Opportunities for growth add meaning to every role.
- Barclays has been named the #1 Top Workplace in its area.
(Aged location: Northampton)
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Skills
Leadership
Performance Management
Attention To Detail
Analytical Approach
Communication Skills
Stakeholder Management
Relationship Building
Business Banking
KYC
Financial Services
Risk And Controls
Strategic Thinking
Digital And Technology
Change And Transformation
Business Acumen
Customer Experience