Specialist Customer Care - Intermediary Mortgage Expert

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.

To be successful as a Specialist Customer Care – Intermediary Mortgage Expert, you should have :

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.

Some other highly valued skills may include :

Mortgage knowledge - an understanding of mortgage products, processes, and policies.

You may be assessed on the key critical skills relevant for success in 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 will be based in Liverpool.

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 service, including account balances, transactions and payments.
• Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
• Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.

Analyst Expectations

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.

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