Specialist Customer Care – Mortgages CME

Job Overview

Provide exceptional customer service while resolving more complex customer needs/requests. This role focuses on delivering personalised, high‑quality resolution for each case and supporting customers throughout their mortgage journey.

Accountabilities

• Provision of customer service through chat, email and phone.
• Execution of customer service requirements to resolve complex, specific customer needs.
• Collaboration with teams across the bank to align and integrate customer care processes.
• Identification of improvement areas and recommendations for change, providing feedback and coaching to colleagues.
• Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
• Resolution of specific customer inquiries related to the bank’s products and services, including account balances, transactions and payments.
• Development and execution of reports and presentations on customer care performance and communication of findings to senior stakeholders.
• Identification of industry trends and implementation of best practice to improve customer care efficiency and effectiveness.

Key Responsibilities

• Triaging enquiries and ensuring high‑quality appointment bookings.
• Promoting digital self‑serve options.
• Managing post‑application queries on application progress.
• Providing post‑completion support, including payment adjustments, direct debit updates, and mortgage redemption enquiries.
• Collaborating with cross‑functional teams.

Shift Pattern

8:00am – 8:00pm Monday‑Friday and 9:00am – 5:00pm on Saturdays.

Qualifications and Experience

• Great resilience and a clear understanding of Barclays’ values and company principles.
• Excellent communication skills with the ability to engage and support customers effectively.
• Experience working in a regulated business environment.
• CeMAP qualification (or progress toward it).
• Previous customer service experience.
• Experience in risk and controls, change and transformation, business acumen, strategic thinking, digital and technology.

Leadership (if applicable)

• People leaders are expected to demonstrate clear leadership behaviours: Listen and be authentic, Energise and inspire, Align across the enterprise, Develop others.
• Task management, resource coordination, and team supervision responsibilities.

Location

Sunderland.

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