Team Leader - Direct Investing Complaints

Join us as a Direct Investing Complaints Team Leader at Barclays, where you will manage a team, investigating complex and emotive client concerns, and complaints, relating to an extensive range of products, primarily Smart Investor. You will support them to deliver accurate client outcomes, while working proactively and collaboratively with other colleagues across the Barclays group.

To be successful as a Direct Investing Complaints Team Leader you must have experience with:

• Previous leadership experience in banking, wealth management or investment services with a minimum of 2 years.

• Strong team management skills with the ability to lead, coach and develop a team of complaint handlers.

• Ability to prioritise challenging workload and stretch deadlines.

• Strong communication skills across all levels of the business.

Some other highly valued skills include:

• Passion for driving continuous improvement.

• An understanding of the complaints lifecycle within the financial services industry.

• Strong planning and organisational skills.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills.

This is a hybrid position requiring office attendance on Mondays and Tuesdays.

This role will be based in Glasgow.

To lead and develop a highly engaged team, pioneering an omni channel experience to achieve consistently excellent customer outcomes. Build and maintain your team’s capability to deliver excellent customer outcomes through identifying, understanding, and meeting customer needs both internally and externally, using available tools and enablers to grow business performance.

• Customer service to create excellent customer satisfaction and positively influence NPS (Net Promoter Scores), act as an ambassador for Barclays externally and internally, creating connections and growth for customers.
• Identification and maintenance of active performance management standards across the team, communicating to and inspiring colleagues to be commercially minded, achieve goals and expectations, measure them frequently and honestly to ensure personal growth and support early identification and intervention where required.
• Day to day running of the business, using internal and external insights to develop an effective business plan, making evaluative judgments to support customers with their financial needs and drive long term sustainable revenue growth in your area.
• Market research to understand market trends, competitive landscape, and regulatory changes to identify market opportunities.
• Cultivation of a resolution culture where leaders and colleagues are customer advocates and are empowered to deal with customer requests fairly at first point of contact.
• Creation of an empowering environment, bringing together and supporting a community of colleagues who care about Customers, Colleagues and Outcomes.
• Operational performance of allocated sites and surrounding touchpoints. Ensuring operational and risk frameworks are adhered to for all direct reports, including observations.
• Creation of a culture which enables focus on building deeper relationships with customers and contribute to the overall success of Barclays.

• To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise
• Thorough understanding of the underlying principles and concepts within the area of expertise
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
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