Job Description
Purpose of the role
To provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels. Focused on understanding our customers world and providing exceptional customer service.
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.
Join Barclays as an Assistant Branch Manager and play a pivotal role in helping customers achieve their ambitions while supporting and developing a high-performing team. This is more than a leadership position. It's an opportunity to make a meaningful difference in the lives of both customers and colleagues every day.
As an Assistant Branch Manager, you'll inspire, coach, and empower your team to deliver exceptional service, helping customers navigate some of life's most important moments and financial decisions. You'll create an inclusive and supportive environment where colleagues can thrive, customers feel valued and understood, and outstanding service is at the heart of everything you do. We're looking for someone who is passionate about people, whether that's building meaningful relationships with customers, developing talent within a team, or fostering a positive culture that brings out the very best in others. If you lead by example, enjoy motivating those around you, and are driven to make a real difference every day, this is an exciting opportunity to build a rewarding career with Barclays.
What you will bring to the role:
- Team Leadership & People Management - Experience leading and developing teams in a customer-facing environment, with the ability to motivate colleagues, manage performance effectively, and confidently navigate difficult conversations.
- Communication and Customer Service - Strong verbal and interpersonal communication skills, with the ability to build relationships with customers and colleagues. Ability to deliver excellent customer service while balancing both Personal Banker and managerial responsibilities.
- Problem Solving and Risk Awareness - Make informed decisions, solve complex problems, and maintain a strong focus on risk and control procedures to ensure compliance and operational effectiveness.
- Organisation and Self-Sufficiency - Manage competing priorities, work independently, and effectively balance operational, customer, and leadership responsibilities.
You may be assessed on 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.
This role will be based in the Inverness Branch.
