Job Overview
Provide exceptional customer service while resolving more complex customer needs/requests. This role focuses on delivering personalised, high‑quality resolution for each case and supporting customers throughout their mortgage journey.
Accountabilities
* Provision of customer service through chat, email and phone.
* Execution of customer service requirements to resolve complex, specific customer needs.
* Collaboration with teams across the bank to align and integrate customer care processes.
* Identification of improvement areas and recommendations for change, providing feedback and coaching to colleagues.
* Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
* Resolution of specific customer inquiries related to the bank’s products and services, including account balances, transactions and payments.
* Development and execution of reports and presentations on customer care performance and communication of findings to senior stakeholders.
* Identification of industry trends and implementation of best practice to improve customer care efficiency and effectiveness.
Key Responsibilities
* Triaging enquiries and 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.
* Collaborating with cross‑functional teams.
Shift Pattern
8:00am – 8:00pm Monday‑Friday and 9:00am – 5:00pm on Saturdays.
Qualifications and Experience
* 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.
* Experience in risk and controls, change and transformation, business acumen, strategic thinking, digital and technology.
Leadership (if applicable)
* People leaders are expected to demonstrate clear leadership behaviours: Listen and be authentic, Energise and inspire, Align across the enterprise, Develop others.
* Task management, resource coordination, and team supervision responsibilities.
Location
Sunderland.
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