Job Description

Purpose of the role

To provide exceptional customer service while resolving more complex customer needs/requests. 

Accountabilities

• Provision of customer service through various communication channels including chat, email and phone.
• Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution   for each case.
• Collaboration with teams across the bank to align and integrate customer care processes.
• Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas.
• Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
• Resolution of specific customer inquiries and issues related to the bank’s products and service, including account balances, transactions and payments.
• Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
• Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.

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 us at Barclays as a European Service Manager - Italian Speaking). In this role, you will join the European Client Service team, acting as a key point of contact for corporate clients and internal stakeholders across Barclays. You will play an important role in delivering exceptional service, resolving complex client queries, and ensuring a seamless experience across a range of cash management, payments, and banking services.

The role involves daily interaction with both internal stakeholders, including Relationship Directors and Relationship Support Managers, as well as external clients across Europe. You will manage a high volume of enquiries through telephone and email channels, ranging from payment investigations and fraud-related queries to technical support for cash management platforms and banking systems. This is a customer-facing role that requires strong problem-solving skills, sound judgement, and the ability to balance service excellence with a robust risk and control environment.

To be successful as a European Service Manager you should have:

• Fluency in both English and Italian, with native-level written, verbal, and listening skills.
• Excellent customer service skills, with the ability to communicate professionally and effectively by telephone and email.
• The ability to take ownership of client queries, proactively investigate issues, and drive them through to resolution.
• Experience working towards strict service level agreements (SLAs) and deadlines in a fast-paced operational environment.

Some other highly valued skills/experience include:

• Knowledge of European and UK banking products, payment services, and client servicing environments.
• Experience using banking platforms and systems such as Barclays.Net, iPortal, MassPay, FileGateway, SEPA Direct, QMS, or similar solutions.
• A strong understanding of SEPA, international and domestic payment methods, and payment processing cycles.
• Knowledge of operational risk, control frameworks, data protection requirements, and regulatory compliance.
• The ability to collaborate effectively with colleagues and stakeholders while supporting continuous service improvement initiatives.

You may be assessed on key critical skills relevant for success in 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 is based in Knutsford.