Direct Relationship Support Team Leader
Newcastle
As the Direct Relationship Support Team Leader you’ll be managing and developing teams who put customers and clients alike at the heart of everything we do. You’ll be a problem solver, a creative thinker and committed to delivering first class customer service. We are passionate about developing relationships, creating a personal experience for every customer, client and developing our colleagues throughout their careers.
What will you be doing?
• You will support the Head of Business Banking Support to deliver a world class service driving forwards the ‘Go-to’ bank ethos and treating customers fairly
• Conducting day to day Barclays Business Support Operations including allocation and prioritisation of workload and customer support
• You will monitor SLAs in place with internal / external parties ensuring any breaches are reported to the Operations Manager to manage customer’s expectations
• Managing the development of staff and identifying relevant training requirements where necessary
• You will actively contribute to recruitment assessments / interviews and general activity within the business area
• You will engage, inspire, support and own and the team’s performance by creating clarity, commitment and a positive working environment
• Managing the Barclays business support staff on a day to day basis identifying relevant training needs and ensuring performance reviews are undertaken promptly
• Delivering substantial cost reduction through simplification and streamlining of process
What we’re looking for:
• A proven track record of leading a team and working in customer service and building high quality relationships in a telephony environment
• You will be able to demonstrate excellent written and verbal communication skills is essential as you will be dealing with detailed information and data
• A genuine desire to provide excellent customer service
• Great time management and able to think on your feet and problem solve creatively
Skills that will help you in the role:
• Management and leadership skills within a customer service team
• Broad understanding of relevant legislation policies and strategies across the group
Where will you be working?
Located in the fashionable Quayside area of the city, our modern offices overlook the river. We are also conveniently located close to many bars and restaurants in this vibrant part of the city. Our location is ideally situated with excellent parking facilities.
Dynamic working gives everyone at Barclays the opportunity to integrate professional and personal lives. If you have a need for flexibility then please discuss this with the Hiring Manager.
About Barclays
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.
Our Values
Everything we do is shaped by the five values of Respect, Integrity, Service, Excellence and Stewardship. Our values inform the foundations of our relationships with customers and clients, but they also shape how we measure and reward the performance of our colleagues. Simply put, success is not just about what you achieve, but about how you achieve it.
Our Diversity
We aim to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to our vision and goals.
Our Benefits
Our customers are unique. The same goes for our colleagues. That's why at Barclays we offer a range of benefits, allowing every colleague to choose the best options for their personal circumstances. These include a competitive salary and pension, health care and all the tools, technology and support to help you become the very best you can be. We are proud of our dynamic working options for colleagues. Where appropriate, and for UK based roles, we will consider requests that the role be based at alternative Barclays’ key UK location from that advertised.
We will consider applications from job share applicants
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