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Customer Care Leader
Customer Care Leader – Barclays
About the Role
Join Hackajob and Barclays to take on a pivotal leadership role as a Customer Care Leader. You will lead a team of Specialist Customer Care colleagues focused on either Onboarding or Customer Due Diligence (CDD), driving consistent high-quality service to support Barclays’ growth.
Working remotely from Northampton, this position requires strong leadership, performance management, and analytical skills, complemented by expertise in customer service excellence and business banking. You will be responsible for shaping team performance, addressing customer needs through data-driven insights, and fostering a culture of delivering outstanding customer outcomes.
Key Responsibilities
Team Leadership & Performance
- Lead and develop a dynamic team, ensuring translated growth from highly engaged colleagues
- Apply best-in-class communication to drive commercial mindset, performance management, and personal development
- Monitor and drive KPIs to measure success
- Analyse reports and customer data to identify trends and continuous improvement opportunities
Customer-Centric Leadership
- Craft a Resolution Culture where colleagues thrive as Customer Advocates
- Act as an ambassador for Barclays, driving Net Promoter Score (NPS) improvements and customer satisfaction
- Foster long-term relationship-building with customers to support revenue growth
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Business Strategy & Operations
- Develop business strategies, ensuring alignment with market trends, regulatory changes, and stakeholders
- Optimise operational frameworks while ensuring compliance with risk controls and policies
- Contribute to site and touchpoint performance, managing operational efficiency
Team Culture & Growth
- Create an empowering environment aligned with Barclays’ five core values:
- Respect
- Integrity
- Service
- Excellence
- Stewardship
- Uphold, coach, and adapt Leadership Journey program with LEAD Behaviours:
- L – Listen and be authentic
- E – Energise and inspire
- A – Align across the enterprise
- D – Develop others
Requirements
Essential Skills & Experience
- Proven leadership experience in a fast-paced, team-cohesion environment
- Strong performance management capabilities with consistent results
- Analytical mindset, trained in operating within KPI-driven environments
- Exceptional communication and stakeholder management
- Ability to Build relationships and coordinate teams effectively
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Preferred experience
- Banking/Financial Services background, with collections in:
- Business Banking
- Know Your Customer (KYC) Compliance
Additional Attributes
- Core Cognitive Architecture capabilities covering:
- Risk & Controls
- Digital Landscape Compliance
- Strategic Thinking
- Regulatory Understanding
- Must be capable of impactful decision-making while ensuring compliance
- Enthusiastic about driving operational excellence with proactive practice
Success - Expectations
Operational Impact:
- Achieve delivery of activities in a timely manner—consistently meeting high quality standards
- Embed policies, procedures, and controls necessary to mitigate risk
Leadership & Collaboration:
- Should display commitment to growth by either:
- Leading a team, fostering alignment with LEAD behaviours
- Coordinating operational activities for business areas
Decision & Strategic Role:
- Make evaluative judgements based on factual data and apply contextual experience
- *Influence decisions **with informed insight and oversight for their area
"Help us deliver what our customers need, build a culture where people thrive, and ensure Barclays succeeds."
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