Customer Service Team Manager 24/7 shift pattern

Customer Service Team Manager

Location: Glasgow or Isle of Man, Barclays Campus (hybrid working options).

Purpose of the Role

Provide resolutions for customer queries and issues, personalising each interaction through multiple communication channels.

Accountabilities

• Collaborate across digital channels to personalise customer interactions.
• Enhance the bank's digital capabilities when current technology is not yet ready.
• Provide exceptional customer service by responding to inquiries, resolving issues, and handling client requests efficiently.
• Support collaboration of internal stakeholders-including sales, operational, risk management-to meet client needs and ensure accurate, timely transactions.
• Support functions within business operations as needed (risk management, compliance, collections).
• Comply with all regulatory requirements and internal policies related to customer care.

Expectations

• Advise decision making and contribute to policy development.
• Collaborate closely with other functions and business divisions.
• Lead a team completing complex tasks, using professional knowledge to impact the business.
• Set objectives, coach employees, appraise performance, and determine reward outcomes.
• Demonstrate leadership behaviours: Listen, Energise, Align, and Develop.
• Consult on complex issues and advise leaders on escalated matters.
• Identify risk mitigation opportunities and develop new policies/procedures.
• Manage risk and strengthen controls related to work performed.

Responsibilities

• Own service performance and resilience across a 24/7 operation.
• Act as the escalation lead for complex, time critical decisions.
• Build a customer first, resolution focused culture that improves client satisfaction.
• Lead, develop, and inspire a high performing multi shift team and support team well being.
• Ensure strong compliance, risk, and governance standards.
• Ensure operational readiness across people, procedures, and technology.
• Embed change, drive digital adoption, and strengthen future 24/7 capability.

Shift Pattern & Working Hours

Work across a 24/7 rotating shift pattern covering weekdays, weekends, evenings, nights, and occasional afternoons to support global client needs. Typical shift times range between 20:00-06:30 and 22:15-09:00, with some afternoon and evening shifts (14:00-23:45). The rotation follows an 8 week cycle to provide variety and fairness across shifts.