As an Amazon Message Us Team Leader, you'll manage a team of specialist customer care colleagues who oversee queries from various platforms about our Amazon Card.
You'll manage team performance by coaching, developing, and inspiring colleagues in a fast-paced environment whilst having the confidence to make decisions quickly. You will complete 121s, run team meetings, work with leaders across our Proactive, Social, and Chat functions, and work towards MPS to deliver great client outcomes.
The successful candidate will have experience with leading and influencing colleagues, performance management, and collaboration. Past experience in a Chat/Messaging function or within a contact centres environment is required. Coaching and communication skills are essential to succeed in this role. An understanding of risk frameworks and data analytics is also necessary. Experience within the financial sector is desirable.
Location - Glasgow
Contract - 7am to 11pm, Monday to Sunday
Salary - £34,000
Purpose of the role
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 by identifying, understanding, and meeting customer needs both internally and externally, using available tools and enablers to grow business performance.
Accountabilities
* Deliver customer service that creates excellent customer satisfaction and positively influences NPS (Net Promoter Scores). Act as an ambassador for Barclays externally and internally, fostering connections and growth for customers.
* Maintain active performance management standards across the team, inspiring colleagues to be commercially minded, achieve goals, measure progress regularly, and support personal growth. Identify and intervene early where needed.
* Manage daily operations using insights to develop effective business plans, support customers with financial needs, and drive long-term revenue growth.
* Conduct market research to understand trends, competition, and regulatory changes, identifying market opportunities.
* Foster a resolution culture where leaders and colleagues are customer advocates empowered to handle customer requests fairly at first contact.
* Create an empowering environment that supports a community of colleagues who care about Customers, Colleagues, and Outcomes.
* Oversee operational performance of sites and touchpoints, ensuring adherence to operational and risk frameworks, including observations.
* Build a culture focused on developing deeper customer relationships and contributing to Barclays' overall success.
Analyst Expectations
* Perform activities timely and to a high standard, driving continuous improvement.
* Possess in-depth technical knowledge and experience in your area of expertise.
* Understand the principles and concepts within your expertise area.
* Lead and support team development, allocate work, and coordinate resources.
* Demonstrate leadership behaviors (Listen, Energise, Align, Develop) to create a thriving environment.
* If an individual contributor, develop technical expertise and act as an advisor.
* Impact related teams' work, partner across functions, and own team results.
* Escalate policy breaches, embed new policies, and influence decision-making.
* Manage risk, ensure compliance with rules and regulations, and understand how your sub-function contributes to organizational goals.
* Make evaluative judgments, resolve problems, guide team members, and communicate effectively.
* Build networks internally and externally to support your role.
All colleagues are expected to embody Barclays Values: Respect, Integrity, Service, Excellence, and Stewardship, and to demonstrate the Barclays Mindset: Empower, Challenge, and Drive.
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