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Role Overview
As an Amazon Message Us Team Leader, you'll manage a team of specialist customer care colleagues overseeing queries from various platforms about our Amazon Card. You will coach, develop, and inspire your team in a fast-paced environment, making quick decisions, conducting 121s, leading team meetings, and collaborating with leaders across Proactive, Social, and Chat functions to achieve high customer satisfaction and NPS scores.
Candidate Profile
The ideal candidate will have experience in leading and influencing teams, managing performance, and working within a Chat/Messaging or contact centre environment. Strong coaching and communication skills are essential, along with an understanding of risk frameworks and data analytics. Experience in the financial sector is desirable.
Location and Contract
Location: Glasgow
Contract: 7am to 11pm, Monday to Sunday
Salary: £34,000
Role Purpose
To lead and develop a highly engaged team, delivering an omni-channel experience to achieve excellent customer outcomes. Build team capability to understand and meet customer needs, using available tools to grow business performance.
Key Responsibilities
1. Deliver excellent customer service to positively influence NPS, acting as an ambassador for Barclays.
2. Maintain performance management standards, inspire colleagues, and measure progress to support growth.
3. Manage daily operations using insights to develop effective business plans and support customer financial needs.
4. Conduct market research to understand trends and identify opportunities.
5. Foster a resolution culture where colleagues are empowered to handle customer requests fairly at first contact.
6. Create an empowering environment that supports a community caring about customers, colleagues, and outcomes.
7. Ensure operational performance and adherence to risk frameworks across all touchpoints.
8. Build deeper customer relationships and contribute to Barclays' overall success.
Analyst Expectations
1. Perform activities timely and to high standards, driving continuous improvement.
2. Possess in-depth technical knowledge in their area of expertise.
3. Lead, support, and develop team members or develop technical expertise if an individual contributor.
4. Collaborate with other teams and influence decision-making.
5. Manage risk, ensure compliance, and understand how their work fits into organizational objectives.
6. Communicate effectively and build networks internally and externally.
All colleagues are expected to demonstrate Barclays Values: Respect, Integrity, Service, Excellence, and Stewardship, as well as the Barclays Mindset: Empower, Challenge, and Drive.
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