Specialist Customer Care - Intermediary Mortgage Expert

About the role

Barclays is hiring a Specialist Customer Care - Intermediary Mortgage Expert in Glasgow, within its Banking Operations team. This is a hybrid, high-demand role combining inbound calls and live webchat support, working shifts between 9am and 6pm, Monday to Friday. The salary is £27,700 per year.

The role is focused on providing exceptional customer service and resolving more complex customer needs, building relationships so that customers feel added value. During the initial 10-week training programme, candidates must attend the office full-time (5 days per week); afterwards the minimum requirement is 1 day per week in the office.

Key responsibilities

• Provide customer service through chat, email and phone, giving personalised resolutions to complex requests.
• Collaborate with teams across the bank to align customer care processes.
• Identify areas for improvement, recommend changes, and coach colleagues on them.
• Develop and implement customer care procedures and controls to mitigate risk.
• Resolve customer enquiries on products and services, including account balances, transactions and payments.
• Prepare reports and presentations on customer care performance for senior stakeholders.
• Track industry trends and apply best practice to improve efficiency.

Required profile

• Proven experience delivering excellent customer service in a telephony-based environment.
• Effective stakeholder management and the ability to build relationships and set clear expectations.
• Operational efficiency, able to multitask and manage competing priorities.
• Ability to assess critical skills such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology skills.

What we offer

• A permanent position with a stated salary of £27,700 per year.
• A hybrid arrangement with a minimum of 1 day per week in the office after training.
• A 10-week training programme during which full-time office attendance is required.