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Acquiring Customer Service Operations Manager

barclays.co.uk Logo

barclays

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Location:
United Kingdom, Northampton

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Category:
Banking

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Join Barclays as an Acquiring Customer Service Operations Manager, where you will be responsible for leading the delivery of technical customer-present payments acceptance and financial servicing across acquiring platforms. This role oversees team managers and subject matter experts, drives operational excellence, leads change initiatives, and fosters a high-performance culture across geographically distributed teams. The role also ensures alignment between internal teams and third-party providers, with a focus on improving service processes and outcomes. You will play a crucial part in ensuring priorities are clear and progress is visible. This is a unique opportunity to influence how the bank delivers meaningful results in a dynamic and fast-paced environment.

Job Responsibility:

  • Provision of customer service to customer questions, concerns and requests regarding accounts, products, and services in a timely and professional manner
  • Collaboration with teams across the bank to align, promote, and integrate customer care initiatives
  • Management and maintenance of customer records and documentation to ensure accuracy
  • Participation in training and development initiatives to improve customer skills, knowledge, and services
  • Identification of industry trends and developments related to customer service to implement best practice in customer care
  • Execution of escalation requests to the relevant team or senior management as required in a timely manner
  • Execution of customer service activities through various communication channels including chat, email, and phone
  • To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness
  • Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function
  • Consult on complex issues
  • providing advice to People Leaders to support the resolution of escalated issues
  • Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda
  • Take ownership for managing risk and strengthening controls in relation to the work done
  • Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function
  • Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy
  • Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively
  • Communicate complex information
  • Influence or convince stakeholders to achieve outcomes

Requirements:

  • Operational Leadership experience (minimum Team Leader level) is a must
  • Change Management experience in leading operational change and transformation initiatives
  • Stakeholder Engagement
  • Performance Management Proficient, especially in coaching, metrics tracking, and continuous improvement
  • Time Management & Prioritisation, especially in managing workload effectively and making sound prioritisation decisions in a fast-paced environment

Nice to have:

  • Knowledge of Risk & Controls Frameworks – Understanding of operational risk policies and escalation protocols
  • Payments Industry Insight – Familiarity with trends, technologies, and customer expectations in the payments acceptance space
  • Understanding of Consumer Duty & Vulnerable Customer Handling – Awareness of regulatory expectations and best practices for supporting customers with additional needs
  • Experience Leading Multi-Function Service Teams – Ability to unify and optimise operations across diverse service areas
What we offer:
  • Hybrid working
  • Structured approach to hybrid working with fixed 'anchor' days
  • Supportive and inclusive culture and environment
  • Commitment to flexible working arrangements
  • International scale offering incredible variety, depth and breadth of experience
  • Chance to learn from a globally diverse mix of colleagues
  • Encouragement to embrace mobility and explore every part of operations

Additional Information:

Job Posted:
December 06, 2025

Employment Type:
Fulltime
Work Type:
Hybrid work
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