Amazon Message Us Team Leader

Barclays; Glasgow; On-site; GBP 34,000; Full time

Job summary

Join Barclays as an Amazon Message Us Team Leader in Glasgow, where you will manage a dynamic team of customer care specialists. This role focuses on coaching, performance management, and delivering excellent customer outcomes in a fast-paced environment. The ideal candidate will have experience in customer service leadership and a strong understanding of data analytics.

Qualifications

• Experience in leading and influencing colleagues.
• Past experience in a Chat/Messaging function or contact center environment.
• Understanding of risk frameworks.

Responsibilities

• Manage a team of customer care colleagues overseeing queries.
• Coach and develop team members to achieve performance goals.
• Drive customer satisfaction and influence Net Promoter Scores.

Skills

Coaching

Communication

Performance Management

Collaboration

Data Analytics

Job description

Barclays Glasgow, Scotland, United Kingdom

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Barclays Glasgow, Scotland, United Kingdom

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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 pace environment whilst having the confidence to make decisions quickly. You will complete 121's, 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. You will have past experience either in a Chat/Messaging function or within a contact centres environment. Coaching and communication skills are also essential to allow you to succeed within this role. You will have an understanding of risk frameworks and data analytics. Experience within a 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 through identifying, understanding, and meeting customer needs both internally and externally, using available tools and enablers to grow business performance.

Accountabilities

• Customer service to create excellent customer satisfaction and positively influence NPS (Net Promoter Scores), act as an ambassador for Barclays externally and internally, creating connections and growth for customers.
• Identification and maintenance of active performance management standards across the team, communicating to and inspiring colleagues to be commercially minded, achieve goals and expectations, measure them frequently and honestly to ensure personal growth and support early identification and intervention where required.
• Day to day running of the business, using internal and external insights to develop an effective business plan, making evaluative judgments to support customers with their financial needs and drive long term sustainable revenue growth in your area.
• Market research to understand market trends, competitive landscape, and regulatory changes to identify market opportunities.
• Cultivation of a resolution culture where leaders and colleagues are customer advocates and are empowered to deal with customer requests fairly at first point of contact.
• Creation of an empowering environment, bringing together and supporting a community of colleagues who care about Customers, Colleagues and Outcomes.
• Operational performance of allocated sites and surrounding touchpoints. Ensuring operational and risk frameworks are adhered to for all direct reports, including observations.
• Creation of a culture which enables focus on building deeper relationships with customers and contribute to the overall success of Barclays.
  
  
  

Analyst Expectations

• To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise
• Thorough understanding of the underlying principles and concepts within the area of expertise
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• 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 develop technical expertise in work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.
  
  
  

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.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Banking and Financial Services

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