Telephony Team Manager

As a Telephony Team Manager at Barclays, you will provide hands-on leadership for a team of customer service advisors, ensuring high standards of service delivery. You’ll oversee day-to-day performance, managing resources, schedules, and workflow to meet SLAs and quality metrics. In this role, you will coach and develop team members, acting as an escalation point for complex issues and helping to drive performance improvements.

You’ll need to exhibit strong leadership and communication skills, a customer-centric approach, and the ability to adapt to changing circumstances, you'll also need exceptional organizational abilities to manage multiple tasks and meet deadlines, while continuously driving your team’s growth and performance Additionally, you will collaborate with cross-functional teams, contribute to process improvements, and support ongoing change and project initiatives.

This is an exciting opportunity for a driven leader to make a tangible impact on the customer service experience at Barclays. If you have a passion for team development, operational excellence, and customer satisfaction, we want to hear from you!

To be successful as a Telephony Team Manager, you should have:

• Strong Leadership Skills: Keeping the team motivated, recognising achievements, developing, and inspiring the team to reach their full potential and maintaining high morale.
• Telephony Experience: Experience in managing or leading a team within a telephony-based customer service environment.
• Communication Skills: Excellent verbal and written communication skills with the ability to convey information clearly and effectively. Ability to influence, negotiate, and present to internal and external stakeholders.
• Organisation and Time Management Skills: Strong ability to manage multiple tasks, prioritize workload, and meet deadlines while maintaining high standards of performance and quality.
• Customer Centric Focus: Deep understanding of customer needs and the ability to instil a customer-first mindset within your team.
• Adaptability: Comfortable working in a dynamic environment and adjusting strategies and approaches based on evolving business or customer requirements.

Other highly valued skills include:

• Data-Driven Decision Making: Ability to analyse performance data and make data-informed decisions to drive team improvement.
• Call centre experience.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking, and digital and technology, as well as job-specific technical skills.

This role is based in Northampton, with a hybrid working model of working a minimum of 2 days per week in the office.

Purpose of the role

To manage operations within a business area and maintain processes, risk management initiatives and compliance with relevant regulators. 

Accountabilities

• Identification of trends and opportunities to improve areas and develop new process and procedures through the monitoring and analysis of operation data and performance metrices.
• Management of operations for a business area and promote efficient processes, risk management and compliance initiatives to support the bank's operations.
• Collaboration with internal stakeholders (including business leaders, project manager and SMEs) and external stakeholders (including vendors and service providers) to support business operations and promote alignment with the bank's objectives and SLAs.
• Management of operational professionals and provide guidance, coaching and support to improve colleagues' delivery quality.
• Management and development of KPIs to measure the effectiveness of operation functions, utilising data and technology to support the identification of areas that require improvement.
• Compliance with all regulatory requirements and internal policies related to customer experience.
• Creation of a safe environment for colleagues to speak up, actively and regularly encourage and solicit feedback to ensure people agenda remains focused on the right areas.
• Management of attrition by working closely with HR in implementing retention initiatives for work force.

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.