Telephony Team Manager

As a Telephony Team Manager at Barclays, you will provide hands‑on leadership for a team of customer service advisors, ensuring high standards of service delivery. You’ll oversee day‑to‑day performance, managing resources, schedules, and workflow to meet SLAs and quality metrics. In this role, you will coach and develop team members, acting as an escalation point for complex issues and helping to drive performance improvements.

You’ll need to exhibit strong leadership and communication skills, a customer‑centric approach, and the ability to adapt to changing circumstances; you’ll also need exceptional organizational abilities to manage multiple tasks and meet deadlines, while continuously driving your team’s growth and performance. Additionally, you will collaborate with cross‑functional teams, contribute to process improvements, and support ongoing change and project initiatives.

This is an exciting opportunity for a driven leader to make a tangible impact on the customer service experience  you have a passion for team development, operational excellence, and customer satisfaction, we want to hear from you!

• Strong Leadership
  
  Skills:
  
  Keeping the team motivated, recognising achievements, developing, and inspiring the team to reach their full potential and maintaining high morale.
• Telephony
  
  Experience:
  
  Experience in managing or leading a team within a telephony‑based customer service environment.
• Communication
  
  Skills:
  
  Excellent verbal and written communication skills with the ability to convey information clearly and effectively. Ability to influence, negotiate, and present to internal and external stakeholders.
• Organisation and Time Management
  
  Skills:
  
  Strong ability to manage multiple tasks, prioritise workload, and meet deadlines while maintaining high standards of performance and quality.
• Customer Centric Focus: Deep understanding of customer needs and the ability to instil a customer‑first mindset within your team.
• Adaptability: Comfortable working in a dynamic environment and adjusting strategies and approaches based on evolving business or customer requirements.

• Data‑Driven Decision Making: Ability to analyse performance data and make data‑informed decisions to drive team improvement.
• Call centre experience.

You may be assessed on the key critical skills relevant for success in the 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 role is based in Northampton, with a hybrid working model of working a minimum of 2 days per week in the office.

To manage operations within a business area and maintain processes, risk management initiatives and compliance with relevant regulators.

• Identification of trends and opportunities to improve areas and develop new process and procedures through the monitoring and analysis of operation data and performance metrics.
• Management of operations for a business area and promote efficient processes, risk management and compliance initiatives to support the bank's operations.
• Collaboration with internal stakeholders (including business leaders, project manager and SMEs) and external stakeholders (including vendors and service providers) to support business operations and promote alignment with the bank's objectives and SLAs.
• Management of operational professionals and provide guidance, coaching and support to improve colleagues' delivery quality.
• Management and development of KPIs to measure the effectiveness of operation functions, utilising data and technology to support the identification of areas that require improvement.
• Compliance with all regulatory requirements and internal policies related to customer experience.
• Creation of a safe environment for colleagues to speak up, actively and regularly encourage and solicit feedback to ensure people agenda remains focused on the right areas.
• Management of attrition by working closely with HR in implementing retention initiatives for workforce.

• To perform prescribed activities in a timely manner and to a high standard…