Mortgage Care Specialist: Customer Experience Pro

Barclays; Glasgow; On-site; GBP 25,000 - 40,000; Full time

Job summary

Barclays in Glasgow is seeking a Specialist Customer Care - Mortgages CME to support customers through their mortgage journey. The role involves triaging enquiries, booking high-quality appointments, and promoting digital self-serve options.

You will handle post-application and post-completion inquiries, including payment adjustments and direct debit updates, in a busy telephony environment. Ideal candidates will have proven customer service experience, strong stakeholder management, and the

Qualifications

• Experience in telephony-based customer service.
• Strong stakeholder management and expectation setting.
• Excellent operational efficiency with multitasking ability.

Responsibilities

• Provide customer service to questions and requests regarding mortgage accounts and services in a timely, professional manner.
• Collaborate with cross-bank teams to align and promote customer care initiatives.
• Maintain accurate customer records and documentation to ensure data quality.
• Participate in ongoing training to improve customer service skills and product knowledge.
• Identify trends in customer service and mortgage-related issues to improve practices.
• Handle escalations to the appropriate team or senior management as needed.
• Engage with customers via chat, email and phone to deliver support.

Skills

Customer service (telephony)

Stakeholder management

Operational efficiency

Mortgage knowledge

CeMAP progress

Job description

Barclays in Glasgow is seeking a Specialist Customer Care - Mortgages CME to support customers through their mortgage journey. The role involves triaging enquiries, booking high-quality appointments, and promoting digital self-serve options.

You will handle post-application and post-completion inquiries, including payment adjustments and direct debit updates, in a busy telephony environment. Ideal candidates will have proven customer service experience, strong stakeholder management, and the