Specialist Customer Care - Mortgages CME

About the role

Barclays is recruiting a Specialist Customer Care - Mortgages CME (Customer Mortgage Expert) in Liverpool. The role supports customers throughout their mortgage journey by triaging enquiries, booking appointments and promoting digital self-serve options, and handling post-application queries and post-completion support such as payment adjustments, direct debit updates and mortgage payoff enquiries. It is a hybrid position covering a shift pattern from 7am to 11pm, Monday to Sunday.

Key responsibilities

• Provide customer service via chat, email and phone, resolving complex and specific customer needs with personalised solutions.
• Collaborate with teams across the bank to align and integrate 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 and keep operations efficient.
• Resolve customer inquiries on accounts, transactions and payments.
• Prepare reports and presentations on customer care performance for senior stakeholders.
• Monitor 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.
• Legal right to work in the UK; work visa sponsorship is not offered.

Required skills

• Mortgage knowledge is highly valued: understanding of mortgage products, processes and policies.
• CeMAP qualification, or progress towards it, is highly valued.

What we offer

• A competitive salary of £27,700.
• A hybrid working arrangement.