Intermediary Mortgage Care Specialist (Hybrid)

Barclays; Glasgow; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

Barclays UK is seeking a Specialist Customer Care – Intermediary Mortgage Expert in Glasgow. The hybrid role blends inbound calls and live webchat, guiding mortgage applications from start to finish and resolving policy questions. Initial 10-week full-time training is required, with subsequent 1 day per week in the office and 9am–6pm shifts, Monday to Friday.

Salary £27,700 per year. You will engage brokers and solicitors, build relationships, and deliver exceptional service across multiple

Qualifications

• Proven experience delivering excellent customer service in a telephony-based environment.
• Effective stakeholder management skills, with the ability to build relationships and set clear expectations.
• Excellent operational efficiency with the ability to confidently multitask and manage competing priorities.

Responsibilities

• 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.

Skills

Customer service

Stakeholder management

Multitasking

Telephony skills

Job description

Barclays UK is seeking a Specialist Customer Care – Intermediary Mortgage Expert in Glasgow. The hybrid role blends inbound calls and live webchat, guiding mortgage applications from start to finish and resolving policy questions. Initial 10-week full-time training is required, with subsequent 1 day per week in the office and 9am–6pm shifts, Monday to Friday.

Salary £27,700 per year. You will engage brokers and solicitors, build relationships, and deliver exceptional service across multiple