Description
We are seeking a European Service Manager - Italian Speaking to join our European Client Service team at Barclays. As a key point of contact for corporate clients and internal stakeholders across Barclays, you will play a crucial role in delivering exceptional service, resolving complex client queries, and ensuring a seamless experience across a range of cash management, payments, and banking services.
Responsibilities:
- Provide exceptional customer service through various communication channels, including chat, email, and phone.
- Execute customer service requirements to resolve complex, specific customer needs, and provide a unique, personalised resolution for each case.
- Collaborate with teams across the bank to align and integrate customer care processes.
- Identify areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas.
- Develop and implement customer care procedures and controls to mitigate risks and maintain efficient operations.
- Resolve specific customer inquiries and issues related to the bank's products and services, including account balances, transactions, and payments.
- Develop and execute reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
- Identify industry trends and developments to implement best practices to improve customer care efficiency and effectiveness.
Requirements:
- 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.
Highly valued skills/experience:
- 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.