- Entry level
- No Education
- Salary to negotiate
Ops Support Team Leader - 90197124
Posting Range:27 Jul 2018 - Ongoing
Operations Support is a admin based team managing requests from internal and external customers, such as finance account holders, retail and motor clients and departments such as Customer Services and Customer Relations. The department is also responsible for managing system generated reporting and managing accounts.
To ensure that the level of customer service provided by the Contact Centre Team portrays both the corporate image and values of Barclaycard Loans.
To encourage the development of staff and activities within the Team ensuring that the pre-determined targets and objectives are consistently met.
To have involvement in conjunction with the Business Manager in the planning and allocating workloads, in order to maintain service and meet deadlines.
To be responsible for ensuring that customers are treated fairly in their areas, ensuring their teams have a clear understanding of what is expected of them, managing performance and promoting TCF at all times.
Liaising with other Team Leaders within Department, and across Barclaycard Loans to promote consistency and procedures across the floor
To produce daily, weekly and monthly reports showing individuals performance to ensure service standards levels/productivity in processing work are maintained and identify and address performance / skill shortfalls where appropriate.
Carry out on-the-job training, including call reviews on a weekly basis.
To manage on a daily basis Customer Operation Executives’ work activities to ensure work is undertaken within agreed service standards.
Coaching and motivational skills
Organisational and planning skills
Knowledge of contact centre system and processes
Ability to train/coach on all systems and behavioural issues
Barclays is a transatlantic consumer, corporate and investment bank offering products and services across personal, corporate and investment banking, credit cards and wealth management, with a strong presence in our two home markets of the UK and the US. Our goal is to become the bank of choice by providing superior services to customers and clients and supporting our stakeholders via a commercially successful business that generates long-term sustainable returns.
Risk and Control Objective
All Barclays colleagues have to ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards.
To be considered for this role, click on the apply button now.
Barclays Values & Diversity
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. We are an equal opportunity employer and we are opposed to discrimination on any grounds. It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, colour, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.
About the company
Barclays moves, lends, invests and protects money for 48 million customers and clients worldwide.
We have over 325 years of history and expertise in banking. From our beginnings in Lombard Street, London through to the launch of the world’s first ATM and innovative mobile phone payments services, find out more about our achievements to date.
Barclays is a trading name of Barclays Bank PLC and its subsidiaries. Barclays Bank PLC is registered in England and is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Registered in England. Registered No. 1026167. Registered office: 1 Churchill Place, London E14 5HP.