Specialist Customer Care - Mortgages CME

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

Join us as a Specialist Customer Care - Mortgages CME (Customer Mortgage Expert) at Barclays where you will be primarily responsible for supporting customers throughout their mortgage journey by triaging enquiries, ensuring high‑quality appointment bookings, and promoting digital self‑serve options. You will also manage post‑application queries on application progress and provide post‑completion support, including payment adjustments, direct debit updates, and mortgage payoff enquiries.

To be successful as a Specialist Customer Care - Mortgages CME, you should have the following essential skills:

• 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.

Some other highly valued skills may include:

• Mortgage knowledge - an understanding of mortgage products, processes, and policies.
• CeMAP qualification (or progress towards it).

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.

This role will be based in Glasgow.

Purpose of the role

To address customer questions, concerns or requests while maintaining customer service expectations.

Accountabilities

• Provision of customer service to customer questions, concerns and requests regarding accounts, products, and services in a timely and professional manner.
• Collaboration with teams across the bank to align, promote, and integrate customer care initiatives.
• Management and maintenance of customer records and documentation to ensure accuracy.
• Participation in training and development initiatives to improve customer skills, knowledge, and services.
• Identification of industry trends and developments related to customer service to implement best practice in customer care.
• Execution of escalation requests to the relevant team or senior management as required in a timely manner.
• Execution of customer service activities through various communication channels including chat, email, and phone.

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 workand 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.