Specialist Customer Care – Intermediary Mortgage Expert

Job Description

Job Description

Purpose of the role: To provide exceptional customer service while resolving more complex customer needs/requests.

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 services, including account balances, transactions and payments.
• Development and execution of reports and presentations on customer care performance and communication of findings to internal senior stakeholders.
• Identification of industry trends and developments to implement best practice for improving 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 and may lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating 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.

Leadership Behaviours

• L – Listen and be authentic
• E – Energise and inspire
• A – Align across the enterprise
• D – Develop others

OR for an individual contributor, the analyst manages own workload, takes responsibility for the implementation of systems and processes within own work area and participates 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 the team to meet internal and stakeholder requirements. Provide specialist advice and support pertaining to own work area. Take ownership of 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, regulations and codes of conduct. Maintain and continually build an understanding of how all teams in the 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 judgments based on practice 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.

Role Overview

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.

Work Arrangement & Training

This is a hybrid position requiring a minimum of 1 day per week in the office. During the initial 10-week training programme, you will be required to attend the office full-time (5 days per week).

Eligibility & Requirements

• 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.
• Mortgage knowledge – an understanding of mortgage products, processes, and policies.
• Assessment of key critical skills relevant for success in the role, such as risk and controls, change and transformation, business acumen, strategic thinking, digital and technology, and job-specific technical skills.

Location

This role will be based in Glasgow.