Specialist Customer Care - Intermediary Mortgage Expert

Barclays Capital; Glasgow; Híbrido; GBP 28 000 - 38 000; Tempo integral

Resumo da oferta

Barclays UK is seeking a Specialist Customer Care - Intermediary Mortgage Expert. The role blends inbound calls and live webchat to guide mortgage applications from start to finish, resolving policy queries and navigating technical challenges with confidence.

You will build relationships with brokers and solicitors, providing expert advice while maintaining adherence to Barclays values as a hybrid work arrangement with some in-office days.

Qualificações

• Provide specialist advice and support to stakeholders and customers.
• Deliver timely, high-quality activity for self and team.
• May lead and supervise a team, allocate work and coordinate resources.
• Build relationships with stakeholders to identify and address needs.

Responsabilidades

• Provide customer service through chat, email and phone.
• Resolve complex customer needs with personalised resolution.
• Collaborate with bank teams to align care processes.
• Identify improvement areas and coach colleagues on gaps.
• Develop and implement care procedures and controls to mitigate risk.
• Resolve inquiries about balances, transactions and payments.
• Prepare reports/presentations on care performance for senior stakeholders.
• Identify industry trends to implement best practices for efficiency.

Conhecimentos

Customer service

Mortgage knowledge

Communication

Relationship building

Descrição da oferta de emprego

Purpose of the role

To provide exceptional customer service while resolving more complex customer needs/requests. Focused on building a relationship with our customers that allows us to add value to our customer interactions.

Accountabilities

• 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.

Analyst Expectations

• To meet the needs of stakeholders/ customers through specialist advice and support


• Perform prescribed activities in a timely manner and to a high standard which will impact both the role itself and surrounding roles.


• Likely to have responsibility for specific processes within a team


• They may lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources. They supervise a team, allocate work requirements and coordinate team resources.


• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L - Listen and be authentic, E - Energise and inspire, A - Align across the enterprise, D - Develop others.


• OR for an individual contributor, they manage own workload, take responsibility for the implementation of systems and processes within own work area and participate on projects broader than direct team.


• Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams.


• Check work of colleagues within team to meet internal and stakeholder requirements.


• Provide specialist advice and support pertaining to own work area.


• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.


• Maintain and continually build an understanding of how all teams in area contribute to the objectives of the broader sub-function, delivering impact on the work of collaborating teams.


• Continually develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based, building upon administrative / operational expertise.


• Make judgements based on practise and previous experience.


• Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures.


• Communicate sensitive or difficult information to customers in areas related specifically to customer advice or day to day administrative requirements.


• Build relationships with stakeholders/ customers to identify and address their needs.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship - our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset - to Empower, Challenge and Drive - the operating manual for how we behave.

Join us as a Specialist Customer Care - Intermediary Mortgage Expert within Barclays UK. This is an exciting, high-demand hybrid role at the heart of a busy mortgage environment, blending inbound calls and live webchat support. You will be the expert that brokers and solicitors rely on, guiding mortgage applications from start to finish, solving policy queries, reviewing Decisions in Principle, and navigating technical challenges with confidence. If you thrive in a fast-paced setting, enjoy building relationships and making a real impact, this is your chance to step into a role where your expertise truly matters.

This is a hybrid position, with a minimum requirement of 1 day per week in the office. You'll work shifts between 9am and 6pm, Monday to Friday. During the initial 10-week training programme, you'll be required to attend the office full-time (5 days per week). The salary for this