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Specialist Customer Care - Mortgages CME

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Barclays

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Location:
United Kingdom , Glasgow

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Category:
Banking

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

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.

Job Responsibility:

  • Supporting customers throughout their mortgage journey by triaging enquiries
  • Ensuring high‑quality appointment bookings
  • Promoting digital self‑serve options
  • Managing post‑application queries on application progress
  • Providing post‑completion support, including payment adjustments, direct debit updates, and mortgage redemption enquiries
  • 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
  • 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
  • Development and implementation of customer care procedures and controls
  • Resolution of specific customer inquiries and issues related to the bank’s products and service
  • Development and execution of reports and presentations on customer care performance
  • Identification of industry trends and developments to implement best practice

Requirements:

  • 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

Nice to have:

  • Experience working in a regulated business environment
  • CeMAP qualification (or progress toward it)
  • Previous customer service experience
What we offer:
  • Hybrid working
  • Structured approach to hybrid working with fixed 'anchor' days
  • Supportive and inclusive culture and environment
  • Commitment to flexible working arrangements

Additional Information:

Job Posted:
January 25, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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