Customer Care Director - South Central

Role Title: Customer Care Director - South Central Corporate Grade: Director Barclays Overview Barclays is a British universal bank. We are diversified by business, by different types of customers and clients, and by geography. Our businesses include consumer banking and payments operations around the world, as well as a top-tier, full service global corporate and investment bank, all of which are supported by our service company which provides technology, operations and functional services across the Group. We are an equal opportunity employer and we are opposed to discrimination on any grounds. Working Flexibly We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life.
Hybrid WorkingWe are currently operating in a hybrid working environment, meaning that many colleagues spend part of their working hours at home and part in the office, depending on the nature of the role they are in.Please discuss the detail of the working pattern options for the role with the hiring manager. About Everyday Customer Care
We are focused on achieving the best outcomes for our customers and clients, catering to their needs and providing them with an experience they will love. Our Everyday Customer Care team leads and develops customer-servicing capabilities, combining a digital first mind-set with a human touch. It is essential that every customer experience that we design must be built purposefully for our digital channels and where technology is not yet ready to support those experiences, especially for complex customer needs, we will enhance our digital capabilities with human capability – whether in a physical proximate way or remotely. Everyday Customer Care is the face of Barclays in the UK for the majority of our customers, and in turn, we are the largest business area by colleagues in Barclays UK. This ensures that regardless of channel, we can ensure a customer feels like they have the best of Barclays seamlessly supporting their unique needs as a customer. Our Everyday Customer Care teams across the UK are there to help when our customers; ·Need our colleague support when they are experiencing a life moment and require a strong relationship, based on trust and mutual respect, to provide them with solutions to find the right outcome.
·Require knowledge of our processes/policies specific to the business area such as Retail, Mortgage, Business, and Investments Servicing ·Who find themselves the victims of Fraud, from detecting the fraud to being able to mitigate and prevent impact to our customers ·Able to support customers proactively and reactively and appreciates the importance of conveying the right message. Supports customers when incidents arise. ·Registering and resolving complaints, able to investigate, resolve and anticipate problems, and to balance the best outcome for both the bank and the customer. Overall purpose of role
The Customer Care Director is responsible for leading a highly engaged team of Customer Care Colleagues & Leaders, pioneering an omni-channel experience to achieve great customer outcomes. The role holder will lead a team across a specified area, which may include touchpoints such as branches, contact centres and colleagues working from home. The role holder will directly coach and develop Customer Care Colleagues & Leaders and contribute to the overall success of Barclays by inspiring their teams to achieve exceptional performance results. In leading teams across different work environments, be that home working, working from a branch, a contact centre or flexibly in our communities you will bring colleagues together in support of our common purpose. In doing so you will create an empowering environment to deliver your teams customer, colleague, and outcome commitments across the business. The role holder will be required to set the strategy and make decisions for their business area, using data and insight effectively to deliver exceptional service and provide financial support to customers. Through an effective engagement approach, they will lead, develop and inspire their teams, delivering their own objectives through a collaborative environment that realises the commercial growth opportunities in the area. They will create a culture which enables focus on building deeper relationships with customers. Customer Care Directors will be both agile and resilient, curious about the future and excited by digital disruption and the opportunities it will bring. Risk and Control Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards. Where applicable, the role holder will achieve and maintain appropriate supervisor status through continued professional development in line with the Premier Training and Competence Scheme and MiFID II regulations. Without which, we restrict the savings and investment conversations with Premier clients. Person Specifications Essential skills/Required Qualifications: ·Leadership – strong proven experience of successfully leading a Customer Care Leadership team, delivering great customer and commercial performance by means of outstanding colleague engagement, empowerment and exception communication skills. ·Collaborate and empower – bringing together leaders and colleagues through a great culture to deliver against our shared objectives. ·Inspire – ability to lead and excite your team and enable them to lead their teams in being curious, commercially minded, digitally minded, colleague and customer obsessed
·Obsessed with data and insights – strong experience of using multiple data points and sources of insights to define problems and develop innovative solutions to drive customer and colleague obsession
·Communicate and connect – proficient in building networks, building relationships, communicating. Ability to actively listen in order to negotiate and influence across a broad range of stakeholders, internally and externally. ·Commercially minded – comprehensive knowledge of the industry with the ability to drive outstanding commercial performance through and with others. ·Digital mindset - An in depth understanding of the digital climate and the opportunities this creates for customers and how the digital and Channels (Branch & Telephony) work in partnership. ·Optimising the use of the resources in an efficient, agile way, anticipating obstacles and building contingency plans, building robust underlying data driven strategic plans for how we optimise the use of resources; and how we can positively impact on the customer journey when our customers need us most. Desirable skills/Preferred Qualifications: ·Build knowledge – ability to build an extensive understanding of the customer propositions and customer needs. ·Flexibility - Completely flexible with an ability to seamlessly and rapidly adapt in a changing world. ·Self-development and self-insight - needs to be emotionally intelligent and able to develop new skills and new ways of thinking to build and follow plans to identify and act on development needs Key Competencies Collaboration - Challenges siloed working and role models’ collaboration at team / business unit / function / bank level. Mentors’ colleagues on collaborative behaviours and ways of working (in person, virtual and hybrid); Removes bureaucratic hurdles that discourage collaboration. Inclusive Mindset - Recognises the role of privilege for self and others (i.e., the advantages that some individuals may experience by belonging to or being seen as belonging to a particular group). Demonstrates respect and awareness of the different needs, preferences, and practices of others; Challenges personal biases and discriminatory behaviour; Builds relationships with colleagues globally across the bank; Avoids only working with people that look, think, or act the same way.
Colleague Development- Embeds a culture that prioritises learning and development across the bank; Ensures equal access to mentoring and sponsorship opportunities for all colleagues; Promotes development programmes and initiatives for all colleagues; Designs learning, and development content related to own area of expertise; Monitors industry trends and best practices for learning and development; Communicates own development needs and activities transparently with colleagues. People and Performance Management - Implements fair and effective performance management practices. Fosters a climate of openness and trust amongst colleagues; Sets clear performance expectations for colleagues and teams; Monitors colleague and team performance against agreed expectations; Observes employee performance at an individual level and provides fair and objective feedback; Recognises and rewards strong performance. Seeks advice on addressing performance challenges. Team Building - Creates an environment where in person, virtual, and hybrid teams can collaborate, flourish, and work efficiently; Manages conflict and competition, balancing both individual and team interests; Promotes bank-wide initiatives that bring teams together across functions and regions; Monitors trends for fresh approaches to team building; Recognises and rewards outstanding team performance; Coaches others on how to build high performing teams; Inspires team to commit and champion a shared purpose.
Strategic Engagement & communication - Defines bank-wide objectives and goals and promotes bank-wide commitment to values and mission; Inspires excitement, enthusiasm, and engagement regarding the bank's vision, strategy and values; Addresses and resolves information and behaviours that are inconsistent with the bank's objectives or values at a cross-functional level; Empowers employees to deliver the bank's vision and strategy by celebrating success and encouraging excellence; Creates culture of integrating the bank's values into work and behaviour. Ownership & Empowerment- Sets clear expectations with colleagues on own and other responsibilities. Demonstrates commitment to effectively delivering on promises to build credibility and reliability with internal and external stakeholders; Takes personal accountability for own decisions and errors; Involves colleagues in making key decisions; Delegates appropriate tasks and decisions to colleagues; Gives credit and recognition to colleagues for their ideas, decisions and achievements; Removes challenges or blockers that could prevent colleagues from taking ownership of a task, decision or outcome.
Leading Change & Transformation – Aligns change and transformation to the bank's Purpose, Values and Mindset; Sets and role models new behavioural norms and expectations associated with the desired change; Identifies key influencers in the bank that can make or break change and transformation efforts and gains their buy-in; Develops and communicates a clear plan for change by outlining key milestones, roles, responsibilities and timings; Involves colleagues in the decision-making process to increase their sense of ownership and control; Provides opportunities for colleagues to shape the direction of change, ask questions and raise concerns wherever possible - listening and responding to them; Considers the impact of change on external factors (e.g., markets, clients and customers and other business drivers); Maintains 'business as usual' and other priorities during periods of change and transformation; Creates a shared value within the bank for continuous transformation; Coaches colleagues to develop stronger change management skills and greater comfort with change. Commerciality - Monitors political, economic, social, technological, environmental, and demographic (PESTED) trends that may influence how the bank operates, Monitors competitor strengths, weaknesses, opportunities, and threats. Demonstrates a strong understanding of core business practices (such as accounting, finance, marketing, management, and ethics) and how they relate to the bank; Recognises how one's own team / business unit / function contributes to the bank's success; Participates in the bank's annual planning cycle; Connects opportunities and challenges within own team / business unit / function to developments in the external landscape.
Data Analytics - Measures and monitors performance criteria used to evaluate business trends and activities. Performs basic analyses of business performance data; Supports data-led decision-making by preparing charts, graphs, tables, and other tools to reflect business performance; Demonstrates understanding of the four different types of analytics (descriptive, diagnostic, prescriptive and cyber); Selects appropriate analysis tools for different tasks to minimise risk (e.g., data loss). Digital Transformation - Implements digital transformation in teams / business units / functions; Evaluates the effectiveness of digital transformation by monitoring the efficacy of change and gathering colleague feedback; Contributes to short and long-term plans for driving digital transformation; Identifies needs and required capabilities for digital transformation; Champions the use of emerging technologies and tools. Purpose, Values and Mindset
We deploy finance responsibly to support people and businesses, acting with empathy and integrity, championing innovation and sustainability, for the common good and the long term. Our values underpin everything we do: Respect, Integrity, Service, Excellence and Stewardship. Respect We harness the power of diversity and inclusion in our business, trust those we work with, and value everyone's contribution. Integrity We operate with honesty, transparency, and fairness in all we do. Service We act with empathy and humility, putting the people and businesses we serve at the centre of what we do. Excellence We champion innovation, and use our energy, expertise and resources to make a positive difference. Stewardship We prize sustainability, and are passionate about leaving things better than we found them. Our Mindset shapes how we take action, living by our Values, driven by our Purpose, always with our customers and clients at the heart of what we do; our Mindset is to Empower, Challenge and Drive. Empower
Trust and support each other to deliver. Make decisions with those closest to the topic. Include diverse perspectives. Celebrate success and learn from failure. Challenge Question whether things can be done better. Use insights based on data to inform decisions. Be curious about how we can adapt and improve. Speak up and be open to alternative viewpoints. Drive Focus on outcomes. Deliver with pace. Be passionate and ambitious about what we do. Take personal responsibility. Actively build collaborative relationships to get things done.
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