Specialist Customer Care - Mortgages CME
Location: Liverpool, United Kingdom
Business Area: Mortgages
Area of Expertise: Banking Operations
Contract: Permanent
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.
This is a hybrid role covering a shift pattern between 7am to 11pm, Monday to Sunday. You will receive a competitive salary of £27,700.
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.
Highly Valued Skills
•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 Liverpool.
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, and the Barclays Mindset – to Empower, Challenge and Drive.
This role may be subject to enhanced governance arrangements, which may require compliance with additional regulatory and compliance obligations, such as disclosure of personal trading activities and external interest/affiliations. Further information on these requirements will be provided at a later stage of the process.
