Specialist Customer Care - Mortgages CME

Overview

Join us as a Specialist Customer Care - Mortgages CME (Customer Mortgage Expert) at Barclays where you'll 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 redemption enquiries.

This role operates on a shift pattern covering the hours from 8:00 am - 8:00 pm Monday–Friday and 9:00 am - 5:00 pm on Saturdays.

• 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

You may be assessed on the key critical skills relevant for success in the 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 is based in Glasgow.

To provide exceptional customer service while resolving more complex customer needs and requests.

• Provide customer service through various communication channels including chat, email and phone.
• Execute customer service requirements to resolve more complex, specific customer needs, and provide a unique, personalised resolution for each case.
• Collaborate with teams across the bank to align and integrate customer care processes.
• Identify areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas.
• Develop and implement customer care procedures and controls to mitigate risks and maintain efficient operations.
• Resolve specific customer inquiries and issues related to the bank’s products and service, including account balances, transactions and payments.
• Develop and execute reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
• Identify industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.

• 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.
• Lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources where applicable.
• If the position has leadership responsibilities, 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:
  Listen and be authentic, Energise and inspire, Align across the enterprise, Develop others.
• For an individual contributor, manage own workload, implement systems and processes within own work area and participate in projects broader than the direct team.
• Execute work requirements as identified in processes and procedures, collaborating with 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 for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver work in line with relevant rules, regulation 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 and operational expertise.
• Make judgements based on practise and previous experience and assess the validity and applicability of previous or similar experiences where procedures do not cover circumstances.
• 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.