Role Overview

Lead and develop a highly engaged team to pioneer an omni‑channel experience that consistently delivers excellent customer outcomes. Build and maintain the team’s capability to understand and meet customer needs internally and externally, leveraging tools and enablers to grow business performance.

Responsibilities

• Lead customer service excellence, positively influencing NPS and acting as an ambassador for Barclays.
• Identify and maintain active performance management standards, communicating to and inspiring colleagues to be commercially minded and to achieve goals.
• Manage day‑to‑day operations, using internal and external insights to develop effective business plans and drive long‑term revenue growth.
• Conduct market research to understand trends, competitive landscape, and regulatory changes, identifying market opportunities.
• Cultivate a resolution culture where leaders and colleagues are customer adv...