Customer Service Team Manager
Location: Glasgow or Isle of Man Barclays Campus with hybrid working options
Working Hours: You’ll work across a 24/7 rotating shift pattern, covering a mix of weekday and weekend shifts including evenings, nights and occasional afternoons to support global client needs.
Contract Type: Permanent
About the Role
We’re growing our team to better support our global market clients, extending our service beyond core business hours to meet their everyday banking needs.
Join us as a Customer Service Leader and play a key role in this next phase of growth.
In this role, you’ll bring strong operational leadership and a customer-first mindset. You’ll use insight to improve performance, embed change and maintain robust risk and control standards, helping us deliver consistently great outcomes for our clients.
Shift Pattern
- Rotation across day, evening and overnight shift, including a mix of weekdays and weekend working
- Typical shift times range between 20:00 – 06:30 and 22:15 – 09:00, with some afternoon and evening shifts (14:00 – 23:45)
- Built on an 8-week rotational cycle to provide variety and fairness across shifts
What You’ll Be Doing
- Owning service performance and resilience across a 24/7 operation
- Acting as the escalation lead for complex, time-critical decisions
- Building a customer-first, resolution-focused culture that improves client satisfaction
- Leading, developing and inspiring a high-performing multi-shift team
- team wellbeing while building capability across a sustainable shift model
- Ensuring strong compliance, risk and governance standards
- Ensuring operational readiness across people, procedure and technology
- Embedding change, driving digital adoption and strengthening future 24/7 capability
At Barclays, you will join a welcoming and supportive team where people truly come first. We offer hybrid working, a competitive benefits package and a strong culture of coaching, learning, and development.
From day one, you’ll benefit from comprehensive training and ongoing support to helping you grow, succeed, and build a meaningful career with us. To give candidates greater choice and flexibility, we also host an assessment evening that provide an additional and convenient way to take part in our hiring process.
Our Values of Respect, Integrity, Service, Excellence and Stewardship guide the way we work every day. These Values shape how we support our customers, how we work with one another and how we build meaningful and fulfilling careers.
Purpose of the role
To provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels.
Accountabilities
- Collaboration across multiple digital channels to personalise each interaction with a customer.
- Enhancing the bank's digital capabilities when current technology is identified as not yet ready to support.
- Provision of exceptional customer service to clients by responding to inquiries, resolving issues and handling client requests efficiently.
- Support the collaboration of internal stakeholders including sales, operational, and risk management teams to meet client needs and expectations, so that transactions are executed accurately and on time.
- Support teams within the business operations function as needed, including risk management, compliance and collections.
- Comply with all regulatory requirements and internal policies related to customer care.
- To provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels.
Assistant Vice President Expectations
- To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
- Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
- 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.
- OR for an individual contributor, they will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
- Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
- Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
- Take ownership for managing risk and strengthening controls in relation to the work done.
- Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
- Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
- Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively.
- Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
- Influence or convince stakeholders to achieve outcomes.
All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.
