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Associate Director, Customer Care Fraud
Barclays Capital
Tyne and Wear Sunderland, , United Kingdom
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Description
Deputy Director - Contact Centre
As a Barclays Deputy Director – Contact Centre you will lead the Telephony Teams across both our Sunderland and Liverpool Contact Centres, working collaboratively with Contact Centre and business area colleagues you will maximise Customer satisfaction and overall Telephony and Contact Centre performance by driving best in class customer experience, creating a relentless and consistent service model and championing the most effortless experience for the Customer.
Barclays Personal and Corporate Bank brings together Retail and Business Banking, Corporate Banking and Wealth & Investment Management, with a focus on creating seamless experiences for all customers and clients, whatever stage of their lives or growth. From those opening their first student account to high net worth individuals, entrepreneurs to multinational corporations, Barclays is uniquely placed to provide an integrated service. By harnessing our collective assets and products, we’re also better positioned for growth within the markets in which we operate, giving us an opportunity to deliver more for customers and clients.
As a Deputy Director – Contact Centre, your main responsibilities will involve:
• Responsibility for the operational and strategic leadership of the Personal Banking Community in two designated UK Sites.
• Indirectly managing up to 70 colleagues to deliver 24/7 service excellence in support of the wider strategy.
• Focusing on leading people, end to end process, and customer care as well as solutions and efficiency improvements and maximizing the proposition.
• The development of a Customer Centric culture, together with operational excellence, will be critical to the success of this role.
• Being a role model in inspiring their team, stakeholders, internal and external influencers, to continually go-beyond the Customers’ expectations – measured by Customers themselves - of service excellence and as a result will create a new standard in best practice.
As a Deputy Director – Contact Centre, your skills and qualifications will include:
• Significant leadership experience gained in results driven, customer centric role at Leadership level
• Flexibility to work across multi-site operations, including regular time with Stakeholders
• Experience of leading, directing and managing a team to develop and grow ability to ensure resources are available to deploy to meet operational requirements
• Communication and presentation skills to deliver effective interaction with individuals and teams ranging from front-line staff up to Board level
• Proven track record in managing successful quality and performance initiatives and understanding Contact Centre Specialist & Management behaviours
• Cultivating an environment where people skills, systems tools and process management contribute to a first class customer experience
The Benefits:
Our customers deserve the best. The same goes for our people. That's why at Barclays you'll receive a range of benefits including a competitive salary, flexible hours and all the tools, technology and support to help you become the very best you can be.
Our Culture:
Everything we do is shaped by the five values of Respect, Integrity, Service, Excellence and Stewardship. The values inform the foundations of our relationships with customers and clients, but they also shape how we measure and reward the performance of our employees. Simply put, success is not just about what you achieve, but about how you achieve it.
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.
Diversity:
At Barclays, we recruit based on merit and are committed to promoting diversity throughout our organisation.
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Ready to apply?
There are four stages to our application process:
1. Application (30mins): On your application we'll ask for information like your contact details, education and work experience. You’ll also be required to upload a CV, so it's a good idea to have it ready.
2. Online Assessments (60mins): We'll then ask you to complete three online assessments. You’ll also receive an email with a link to the assessments so that you can complete them when it suits you best. Our assessments are carefully designed to measure the skills and capabilities necessary to be successful in our roles, but they'll also provide you with some insight into what our roles entail.
3. Interview: If you’re successful at assessment we'll invite you to attend a face-to-face interview. We want you to be free to choose an interview time that suits you, so we'll provide some options and ask you to select your preferred timeslot via an online booking system.
4. Outcome: Following your interview, we'll be in touch within five working days of all interviews being completed to advise you of the outcome.
Visit our website for tips and advice on each stage www.jobs.barclays.co.uk/advice or click below to apply now.
We encourage applicants to apply as early as possible in the recruitment period. Barclays recruitment periods can and may vary. We reserve the right to remove this advert during the recruitment process.