Customer Care - Director

Barclays

Not specified (assumed to be hybrid based on industry norms).
Lead and develop highly engaged customer care team
Drive omni-channel customer experience strategy
Manage operational performance and risk frameworks
Barclays is seeking a Director of Customer Care to lead a team focused on delivering exceptional customer experiences and driving business performance through an omni-channel approach. The role emphasizes the importance of team development, operational excellence, and a strong customer service culture while aligning with Barclays' values and leadership behaviors

Job Summary

  • The role requires leading a team to pioneer an omni-channel experience that achieves consistently excellent customer outcomes.
  • The Director is responsible for managing the day-to-day business operations, including budgeting, resourcing, and developing effective business plans.
  • Success in this position demands acting as a principal contact point for key clients while influencing senior functional management on strategic decisions.

Matching Summary

Match Score: 85

Barclays is seeking a Director of Customer Care to lead a team focused on delivering exceptional customer experiences and driving business performance through an omni-channel approach. The role emphasizes the importance of team development, operational excellence, and a strong customer service culture while aligning with Barclays' values and leadership behaviors.

Skills & Requirements

Must-have

  • Lead and develop highly engaged customer care team
  • Drive omni-channel customer experience strategy
  • Manage operational performance and risk frameworks
  • Influence function-wide strategic initiatives
  • Ensure regulatory compliance and policy adherence

Nice-to-have

  • Demonstrate Barclays LEAD leadership behaviors
  • Foster culture of customer advocacy and empowerment
  • Utilize advanced analytical skills for complex problems
  • Build deep relationships with key external stakeholders

Key Requirements

  • Director level experience in Customer Service or Operations
  • Proven ability to manage large teams and sub-functions
  • Deep knowledge of banking regulations and risk frameworks
  • Experience driving commercial growth and NPS improvement

Work Rights

Not specified

Tailored Resume

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