Job Title: Customer Care Leader
Location: Noida
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.
Risk and Control Objective
Take ownership for managing risk and strengthening controls in relation to the work you do.
Working Flexibly
Were 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 youre 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. If you would like some flexibility, then please discuss this with the hiring manager, and your request will be reviewed subject to business needs.
Hybrid Working
Onsite role:
Colleagues who perform onsite roles will spend four or five days a week working onsite, depending on the requirements of their role and business area. Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that as we continue to embed our hybrid working environment, we remain in a test and learn phase, which means that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.
Introduction
As a Barclays Customer Service Representative in our Care Department, you will be delivering the highest standards of customer service and creating exceptional experiences by actively listening and establishing rapport with our customers. Customers are at the forefront of everything we do and ensuring customers concerns are addressed is vital to the success of Barclays. Were driving change to be the digital leader in the market, which means our customer service teams are more important than ever.
What will you be doing?

• To manage a large and diverse team of Personal Bankers working towards pre-defined Objectives

• Manage day-to-day activities of the team and ensure compliance to procedures and policy guidelines, encourage and motivate PBs, develop agent skill sets and manage personal development goals for the PBs.

• Assist the Assistant Vice President/ Vice President, in the maintenance of Service Level Agreements and Key Performance Indicators through effective team leadership.

• Managing Customer Experience - NPS (Net Promoter Score) for the team through effective coaching and feedback

• Ensure daily Schedule Adherence and Conformance delivery through respective team

• Answer queries raised by the Client & PBs related to the process

• Ensure each advisor is informed on product updates for the process

• Measure performance of the team for e.g. performance appraisals, confirmations and ongoing feedback and training

• Performance & Variance Management

• Application of CMP (Consequence management plan) and incentives for respective teams

• Manage exceptions for :- IT downtime, Conformance Delivery, CMP, Incentives, Audit

• Keep track of leaves availed by PBs & update them with HR / leave policy

• Work with the Team Manager/Operational Manager to plan and provide support and guidance with Disciplinary & Grievances, completing documentation and scribing for interviews.

What were looking for:

• Graduate/Postgraduate from a reputed Institute or University in any discipline

• 6-8 years of experience in customer facing service environment

• Excellent track record during past work experience.

• Demonstrated team handling skills in the past

Skills that will help you in the role:

• Experience of working in a customer service environment preferably managing NPS with UK customers

• Familiarity with procedures, policies, products and services of a financial organisation

• Working knowledge of automation and other relevant technology

• Demonstrated team handling skills in the past

• Ability to work within deadlines/customer demand

• Flexible to work in shifts, particularly UK

• Proficient with Operating Systems (Windows 98/95/2000/NT)MS Office Application Suite (Preferably Word, Excel & PowerPoint)

• Excellent verbal and written communication skills.

Where will you be working?
Noida
Be More at Barclays
At Barclays, each day is about being more - as a professional, and as a person. Be More @ Barclays represents our core promise to all current and future employees. Its the characteristic that we want to be associated with as an employer, and at the heart of every employee experience. We empower our colleagues to Be More Globally Connected, working on international projects that improve the way millions of customers handle their finances. Be More Inspired by working alongside the most talented people in the industry, and delivering imaginative new solutions that are redefining the future of finance. Be More Impactful by having the opportunity to work on cutting-edge projects, and Be More Valued for who you are.
Interested and want to know more about Barclays? Visit home.barclays/who-we-are/ for more details.
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.