# Direct Investing Complaints - Customer Care Leader

**Company**: Barclays
**Location**: Glasgow
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Finance

**Apply**: https://barclays.wd3.myworkdayjobs.com/en-US/External_Career_Site_Barclays/job/Glasgow-Campus/Direct-Investing-Complaints---Customer-Care-Leader_JR-0000122247-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/direct-investing-complaints-customer-care-leader-2a390cea-b0c/

## Description

We are seeking a Direct Investing Complaints - Customer Care Leader to lead and develop a highly engaged team, pioneering an omni-channel experience to achieve consistently excellent customer outcomes.

The successful candidate will be responsible for:

- Leading and developing a team to deliver excellent customer outcomes

- Building and maintaining the team's capability to identify, understand, and meet customer needs

- Using available tools and enablers to grow business performance

- Creating a culture which enables focus on building deeper relationships with customers

- Ensuring operational and risk frameworks are adhered to

The Assistant Vice President Expectations include:

- Advising and influencing decision making

- Contributing to policy development and taking responsibility for operational effectiveness

- Leading a team performing complex tasks

- Setting objectives and coaching employees

- Identifying ways to mitigate risk and developing new policies/procedures

The ideal candidate will have:

- A proven track record in a leadership role

- The ability to create an environment where other leaders can consistently succeed

- Strategic thinking and prioritisation skills

- The ability to anticipate future challenges and plan accordingly

- Strong communication and presentation skills

Some other highly valued skills may include:

- Knowledge of regulatory and risk requirements relating to complaints

- Experience in resolving emotive and complex customer/client queries

- Experience of customer information and management systems

- Experience in multiple channels of digital communication

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## Skills

### Required
- Leadership
- Strategic Thinking
- Communication
- Problem Solving
- Risk Management

### Nice to have
- Regulatory and Risk Requirements
- Customer Information and Management Systems
- Digital Communication

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Source: [Apply at barclays.wd3.myworkdayjobs.com](https://barclays.wd3.myworkdayjobs.com/en-US/External_Career_Site_Barclays/job/Glasgow-Campus/Direct-Investing-Complaints---Customer-Care-Leader_JR-0000122247-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)