Mortgage Care Specialist — Premier Customer Experience

Barclays; Glasgow; Hybrid; GBP 32,000 - 42,000; Full time

Job summary

Barclays in Glasgow is seeking a Specialist Customer Care - Mortgages CME to support customers through their mortgage journey. You will triage enquiries, book appointments, and promote digital self-serve options while handling post-application queries and post-completion support.

Key responsibilities include maintaining customer records, collaborating across bank teams, and contributing to risk and controls within customer service. The role emphasizes Barclays values and customer‑centric service.

Qualifications

• Experience delivering customer service in a telephony-based environment.
• Strong stakeholder management and ability to manage multiple priorities.
• Effective multitasking and operational efficiency in a fast-paced setting.
• Mortgage knowledge or familiarity with mortgage products, processes and policies.
• CeMAP qualification or progress towards it is valued.

Responsibilities

• Provide customer service to mortgage-related questions via multiple channels.
• Triages enquiries, books high-quality appointments, and promotes digital self-serve options.
• Handle post-application queries on application progress and post-completion support.
• Maintain accurate customer records and documentation; escalate as needed.
• Collaborate with bank teams to align and integrate customer care initiatives.

Skills

Telephony customer service

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. You will triage enquiries, book appointments, and promote digital self-serve options while handling post-application queries and post-completion support.

Key responsibilities include maintaining customer records, collaborating across bank teams, and contributing to risk and controls within customer service. The role emphasizes Barclays values and customer‑centric service.