JOB NEWS: Barclays at Doxford Park is hiring a Specialist Customer Care Intermediary Mortgage Expert to work on a Hybrid Basis
Specialist Customer Care – Intermediary Mortgage Expert
Location: Doxford Park
Employer: Barclays
Contract: Permanent
Business Area: Mortgages | Banking Operations
Reference: JR-0000089820
Date live: 06 January 2026
Role overview
Barclays is recruiting a Specialist Customer Care – Intermediary Mortgage Expert to support brokers and solicitors within a fast-paced mortgage environment. This hybrid role combines inbound calls and live webchat, providing expert guidance across the full mortgage application journey, including policy queries, Decisions in Principle and technical case issues.
Key responsibilities
Providing specialist customer service via phone, chat and email
Supporting intermediaries with complex mortgage queries and applications
Reviewing and progressing Decisions in Principle
Collaborating with teams across the bank to resolve cases efficiently
Identifying process improvements and sharing feedback with colleagues
Managing risk and controls in line with regulatory requirements
Producing reports and updates on customer care performance when required
Skills and experience
Proven customer service experience in a telephony-based environment
Strong stakeholder management and relationship-building skills
Ability to multitask and manage competing priorities effectively
Mortgage knowledge and understanding of lending processes is highly valued
What’s on offer
Permanent role based in Sunderland
Hybrid working model
Opportunity to work in a high-demand specialist mortgage team
Access to Barclays learning, development and wellbeing support
Inclusive workplace focused on professional growth and collaboration
Values and culture
All colleagues are expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship, alongside the Barclays Mindset to Empower, Challenge and Drive.
How to apply
To apply please see the official job vacancy page here.
