Mortgage Care Expert (Hybrid Role)

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

Job summary

Barclays in Liverpool seeks a Specialist Customer Care - Mortgages CME to support customers through their mortgage journey by triaging enquiries, booking high‑quality appointments and promoting digital self‑serve options. You will also handle post‑application queries and mortgage payoff questions.

This hybrid role covers shifts from 7am to 11pm, Monday to Sunday, with a salary of £27,700. Based in Liverpool, the role emphasizes customer service excellence and risk-aware problem solving.

Qualifications

• Experience delivering excellent customer service in a telephony-based environment.
• Strong stakeholder management with ability to set clear expectations.
• Excellent operational efficiency with multitasking and prioritisation.

Responsibilities

• Provide customer service through multiple channels including phone, chat and email.
• Resolve complex customer needs with personalised solutions.
• Collaborate with bank teams to align and improve customer care processes.
• Identify areas for improvement and coach colleagues on best practices.
• Develop and implement customer care procedures to mitigate risks and maintain efficiency.
• Handle inquiries about accounts, payments, and product details.
• Prepare reports on customer care performance for senior stakeholders.

Skills

Customer service

Telephony

Stakeholder management

Multitasking

Mortgage knowledge

CeMAP progress

Job description

Barclays in Liverpool seeks a Specialist Customer Care - Mortgages CME to support customers through their mortgage journey by triaging enquiries, booking high‑quality appointments and promoting digital self‑serve options. You will also handle post‑application queries and mortgage payoff questions.

This hybrid role covers shifts from 7am to 11pm, Monday to Sunday, with a salary of £27,700. Based in Liverpool, the role emphasizes customer service excellence and risk-aware problem solving.