Technical Customer Care Leader - Secondment

Join Barclays as a Technical Customer Care Leader, where you'll lead a team within our Fraud department. This is a unique opportunity to make a meaningful impact by driving operational excellence, enhancing customer outcomes, and strengthening our partnerships with internal and external stakeholders. You'll play a key role in shaping the future of customer care in a high‑profile area of the business.

• Proven Leadership
  
  Experience:
  
  Ability to lead effectively in high‑pressure environments, managing teams and driving performance.
• Operational Oversight:
  Strong understanding of service delivery, workflow management, and operational controls.
• Stakeholder Engagement:
  Confident communicator with the ability to engage and influence across all levels of the business.

• Self‑Motivation and Independence:
  Able to take initiative and work autonomously in a fast‑paced environment.
• Multitasking and Prioritisation:
  Capable of managing multiple responsibilities efficiently while maintaining high standards.
• Contact Centre and Fraud
  
  Experience:
  
  Familiarity with Fraud contact centre operations, including performance management, team leadership and coaching.

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

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.

• 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 contributes to the overall success of Barclays.

• 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…