European Service Manager - Italian Speaking (m|f|x) Knutsford

Join us at Barclays as a European Service Manager—Italian Speaking. In this role, you will join the European Client Service team, serving as a key point of contact for corporate clients and internal stakeholders across Barclays. You will play a key role in delivering exceptional service, resolving complex client inquiries, 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—and external clients across Europe. You will handle a high volume of inquiries via telephone and email, 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 judgment, and the ability to balance service excellence with a robust risk and control environment.

Purpose of the role: To provide exceptional customer service while resolving more complex customer needs and requests.

Tasks

• Providing customer service through various communication channels, including chat, email, and phone.
• Handling customer service requests to resolve more complex, specific customer needs and provide a unique, personalized solution for each case.
• Collaborating with teams across the bank to align and integrate customer care processes.
• Identifying areas for improvement to recommend changes to customer care processes and providing feedback and coaching to colleagues on these highlighted areas.
• Developing and implementing customer care procedures and controls to mitigate risks and maintain efficient operations.
• Resolving specific customer inquiries and issues related to the bank’s products and services, including account balances, transactions, and payments.
• Develop and present reports and presentations on customer care performance, and communicate findings to senior internal stakeholders.
• Identify industry trends and developments to implement best practices aimed at improving the efficiency and effectiveness of customer care.

Profile / Your qualification / Your personality

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 phone and email.
• The ability to take ownership of client inquiries, proactively investigate issues, and see them through to resolution.
• Experience working toward strict service level agreements (SLAs) and deadlines in a fast-paced operational environment.

Other Highly Valued Skills and 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.

Analyst Expectations

• To perform assigned tasks 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
• A thorough understanding of the underlying principles and concepts within the area of expertise
• They lead and supervise a team, guiding and supporting professional development, assigning work tasks, and coordinating team resources.
• If the position involves leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviors to create an environment where colleagues can thrive and consistently deliver to an excellent standard. The four LEAD behaviors are: L – Listen and be authentic, E – Energize and inspire, A – Align across the enterprise, D – Develop others.
• OR, for an individual contributor, they develop technical expertise in their area of work, acting as an advisor when appropriate.
• Will have an impact on the work of related teams within the area.
• Collaborate with other functions and business areas.
• Takes responsibility for the final results of a team’s operational processes and activities.
• Escalate violations of policies or procedures appropriately.
• Take responsibility for implementing new policies and procedures adopted to mitigate risk.
• Advise and influence decision-making within your area of expertise.
• Take ownership of managing risk and strengthening controls related to the work you lead or contribute to. Carry out your work and fulfill your responsibilities in accordance with relevant rules, regulations, and codes of conduct.
• Maintain and continually deepen your understanding of how your sub-function integrates with the function, along with knowledge of the organization’s products, services, and processes within the function.
• Demonstrate an understanding of how various areas coordinate and contribute to achieving the objectives of the organization’s sub-function.
• Make evaluative judgments 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, guided by precedents.
• Guide and persuade team members and communicate complex or sensitive information.
• Serve as a point of contact for stakeholders outside the immediate function, while building a network of contacts outside the team and external to the organization.

Application

You may be assessed on key critical skills relevant to 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.

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Location

82 King Street, GB-WA16 6EG Knutsford