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Senior Customer Service Advisor – Intermediary

Date live: Feb. 18, 2020

Location: Wavertree

Reference Code: 00272314

Business Area: Barclays UK

Area of Expertise: Contact Centre

Contract: Permanent

Senior Customer Service Advisor - Intermediary

Buying a home is a life-changing decision. You will deliver effective, efficient and compliant telephone based mortgage customer service. Working collaboratively with stockbrokers and contact centre colleagues in order to maximise customer satisfaction and overall Intermediary Business.

The shift pattern for this position is between 8am and 6pm Monday – Saturday with an annual salary of £21,160

What will you be doing?

• You’ll identify and escalate ideas for process improvements to deliver a better overall service for our brokers and/or improve efficiency
• Solving mortgage queries from brokers as they arise or know how and where to escalate these to 
• You’ll resolve complex broker issues by applying initiative and the appropriate empowerment to achieve the best possible outcome for the broker and customer
• Building relationships across the local community to ensure that Barclays is sensitive to the community’s needs and recognized as an active contributor to it
• Using your own initiative to monitor your performance and develop the knowledge and skills that you need to be the best you can be

What we’re looking for:

• Strong proven customer service experience
• Solution driven mindset to reach the best outcome for the customer
• In-depth knowledge of ability to interpret a range of processes and policies
• Strong communication skills, both verbal and written as you will be speaking with a wide range of customers 

Skills that will help you in the role:

• Ability to work independently and as part of a team as necessary
• Demonstrate the interpersonal skills needed to deal effectively with their colleagues and where necessary support new starters

Where will you be working?

With over 1,700 employees, our Flagship Site, Doxford Park, offers many facilities including a discounted gym, the convenience of an ATM and even a Personal Banker who visits regularly to assist all employees with their banking.

Interested and want to know more about Barclays? Visit for more details. 

Dynamic working gives everyone at Barclays the opportunity to integrate professional and personal lives. If you have a need for flexibility then please discuss this with the Hiring Manager.

About Barclays

Barclays is a British universal bank. We are diversified by business, by different types of customers and clients, and by geography. Our businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by our service company which provides technology, operations and functional services across the Group.

Our Values 

Everything we do is shaped by the five values of Respect, Integrity, Service, Excellence and Stewardship. Our values inform the foundations of our relationships with customers and clients, but they also shape how we measure and reward the performance of our colleagues. Simply put, success is not just about what you achieve, but about how you achieve it.

Our Diversity

We aim to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to our vision and goals.

Our Benefits

Our customers are unique. The same goes for our colleagues. That's why at Barclays we offer a range of benefits, allowing every colleague to choose the best options for their personal circumstances. These include a competitive salary and pension, health care and all the tools, technology and support to help you become the very best you can be. We are proud of our dynamic working options for colleagues. Where appropriate, and for UK based roles, we will consider requests that the role be based at alternative Barclays’ key UK location from that advertised.
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