European Service Manager

Overview

As European Service Manager, you will deliver exceptional service to Large Corporate clients across multiple countries, acting as a trusted advisor to both clients and colleagues. You will handle a broad range of service requests via phone, email and fax, ensuring prompt, accurate responses that meet SLAs and elevate client satisfaction. You will work closely with Relationship Directors and Support Managers to deepen client relationships, manage operational risk, and identify opportunities to enhance service value. You will help shape our digital service offering and implement best practices in customer care across the function. This role blends client care leadership with cross-functional,,

Responsibilities

• Provide multichannel customer service (phone, email, chat, fax) to a portfolio of Large Corporate clients across Europe
• Resolve complex, specific customer inquiries and requests with personalised solutions
• Collaborate with Relationship Directors, Relationship Support Managers and other functions to align customer care processes
• Identify areas for improvement in customer care and coach colleagues on highlighted areas
• Develop and implement customer care procedures and controls to mitigate risk and improve efficiency
• Handle product/service inquiries related to accounts, transactions and payments
• Develop and present reports on customer care performance and communicate findings to senior stakeholders
• Monitor industry trends and implement best practices to enhance efficiency and effectiveness
• Act as a trusted advisor to clients and colleagues and contribute to shaping digital service experiences
• Ensure service delivery adheres to SLAs and internal policies while managing risk and compliance

Key requirements

• World-class customer service skills via telephone and email
• Ability to own customer queries and assist colleagues with resolutions
• Ability to work to strict deadlines and SLAs
• Knowledge of Barclays systems: Barclays.Net, iPortal, MassPay, FileGateway, SEPA Direct, QMS
• Comprehensive knowledge of SEPA and international/UK electronic payment methods
• Understanding of the Data Protection Act and operational rigour
• Ability to collaborate with cross-functional teams and influence decision-making

• strong communication
• customer-centric mindset
• collaboration
• Barclays systems (Barclays.Net, iPortal, MassPay, FileGateway, SEPA Direct, QMS)
• basic Microsoft Office (Outlook, Word, Excel)
• payment methods knowledge (SEPA, international payments)

…