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- Tasks: Engage with customers over the phone, providing empathy and solutions for mortgage arrears.
- Company: Lightfoots, a leading lender services provider with over 170 years of experience.
- Benefits: BUPA medical insurance, gym discounts, paid volunteer days, and family-friendly policies.
- Other info: Join a vibrant team with opportunities for personal growth and community involvement.
- Why this job: Make a real difference in people's lives while developing your career in a supportive environment.
- Qualifications: Strong communication skills and experience in handling financial difficulties with empathy.
The predicted salary is between 30000 - 42000 £ per year.
Lightfoots were established over 170 years ago and have been market leaders in lender services for over 40 years. We are now expanding our award‑winning end‑to‑end legal services for lenders by creating a new ‘Customer Solutions Team (CST)’, providing a mortgage arrears management service to our lender clients. CST take a ‘physiotherapy’ approach to dealing with customers in mortgage arrears, living our culture of candour, kindness and approachability while driving customer engagement and collaboration. We are committed to delivering positive outcomes in challenging circumstances, focusing on rehabilitating accounts and avoiding the cost and stress of litigation whenever possible.
Our Customer Contact Agents will engage with customers of a major retail bank, primarily over the telephone. This role is key to ensuring customers receive understanding, empathy, and a professional approach with the aim of reaching good outcomes while preserving the reputation our company has worked so hard to achieve within the community.
Key Responsibilities- Conduct inbound and outbound calls professionally with empathy and sensitivity, aiming for good customer outcomes through fair treatment.
- Gain a thorough understanding of customers’ financial and wider circumstances to establish reasons for arrears, collect income and expenditure information and affordability data.
- Identify and agree appropriate solutions, communicating clearly in plain, jargon‑free terms to ensure understanding.
- Recognise signs of vulnerability and financial difficulty, provide tailored treatment while identifying opportunities for signposting to appropriate external support.
- Recognise and identify customer dissatisfaction or complaints and handle or escalate appropriately; report incidents with potential customer impact to management.
- Adhere to process, policy and regulations while applying the spirit of FCA guidance.
- Assist in identifying potential financial crime, money laundering or criminal activity, following prescribed processes.
- Exceptional telephone and written communication skills with proficiency in the Microsoft applications suite.
- A positive and enthusiastic mind‑set with a passion for delivering exceptional service in a challenging environment, reflecting the essence of Consumer Duty through empathy.
- Experience of identifying vulnerability and dealing appropriately with customers experiencing financial difficulty, temporary or longer‑term vulnerabilities.
- Demonstrable skills in reasoning, negotiation, questioning and active listening to conduct effective discussions around income and expenditure and agree solutions.
- A shared sense of team spirit, embracing a healthy blend of office and home working to help maintain an effective environment of collaborative and independent working.
- Good knowledge of lending products and arrears management, preferably within the mortgage sector.
- Demonstrable knowledge and experience of working within relevant UK Financial and Legal Regulations.
Our staff are our greatest asset and we work hard to provide a culture where you can thrive and enjoy a fantastic career. We provide a range of benefits to support you in and outside of the workplace.
- For your health: BUPA Private Medical Insurance (after a qualifying period), Healthcare cash plan for your everyday healthcare expenses for you and your dependents, access to a 24/7 GP service, Employee Assessment Programme, company sick pay, free flu vaccinations, and more.
- For your wellbeing: Discounted gym memberships, fruit in all offices, paid volunteer days, wellbeing and awareness events across the year. Your mental health is our highest priority at Lightfoots, which is why we have nine qualified Mental Health First Aiders across the firm to provide confidential support.
- For you and your family: We provide an option to use your own sickness entitlement if a dependent is unwell and needs your care. We also provide enhanced maternity, adoption and paternity leave alongside many more family‑friendly policies. Generous discounts on legal services.
- For your career: We offer significant learning and development opportunities alongside a structured appraisal process, networking opportunities and access to hundreds of webinars and training activities.
- For your belonging: We have an active Social committee, Charity Committee, Wellbeing Committee and an ESG committee. We actively encourage new joiners to take an active part in a committee if it is an area of interest. We have firm‑organised events throughout the year including quarterly socials, breakfast briefings, book club and lots more.
If you think this role is perfect for you (or nearly perfect, we would still like to hear from you) please apply or, if you would simply like to find out more, you can contact our recruitment team at recruitment@lightfoots.co.uk.
As a Disability Confident employer, we promote diversity and provide equal opportunities for all individuals. We prioritise inclusivity and ensure we have a supportive and accessible workplace for those with disabilities. If you require any adjustments to be able to attend an interview, please let us know. Recruitment decisions are made on fair and objective criteria.
The personal information we have collected from you will be shared with Cifas, who will use it to prevent fraud, other unlawful or dishonest conduct, confidential malpractice and other seriously improper conduct. If any of these are detected you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas, and your data protection rights, can be found by accessing the Fair Processing Notices for Cifas' Databases.
Customer Contact Agent in Thame employer: Lightfoots Solicitors
Contact Detail:
Lightfoots Solicitors Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Contact Agent in Thame
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Lightfoots and their Customer Solutions Team. Understanding their values and approach will help you connect better during the conversation.
✨Tip Number 2
Practice your empathy skills! Since this role is all about understanding customers in difficult situations, try role-playing with a friend or family member. This will help you articulate your thoughts and responses more naturally.
✨Tip Number 3
Prepare for common questions! Think about how you would handle various customer scenarios, especially those involving financial difficulties. Having clear examples ready will show your problem-solving skills and empathy.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that can set you apart from other candidates.
We think you need these skills to ace Customer Contact Agent in Thame
Some tips for your application 🫡
Be Yourself: When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to show your enthusiasm for the role and how your values align with ours.
Tailor Your Application: Make sure to customise your application to highlight your relevant experience and skills. Mention specific examples that demonstrate your ability to handle customer interactions with empathy and professionalism, just like we do at Lightfoots.
Keep It Clear and Concise: We appreciate clarity! Use straightforward language and avoid jargon. This not only makes it easier for us to read but also reflects the communication style we value in our Customer Contact Agents.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way to ensure it gets to the right people. Plus, you’ll find all the details you need about the role and our company there.
How to prepare for a job interview at Lightfoots Solicitors
✨Know Your Stuff
Before the interview, make sure you understand the role of a Customer Contact Agent and the specific challenges that come with it. Familiarise yourself with mortgage arrears management and the importance of empathy in customer interactions. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Practice Active Listening
During the interview, demonstrate your active listening skills. This means not just hearing but understanding what the interviewer is saying. Respond thoughtfully to their questions and ask clarifying questions if needed. This shows that you value communication, which is crucial for the role.
✨Showcase Your Empathy
Since the role requires dealing with customers in financial difficulty, be prepared to discuss how you would handle sensitive situations. Share examples from your past experiences where you've shown empathy and understanding, especially in challenging circumstances. This will highlight your suitability for the role.
✨Be Ready for Role-Play Scenarios
Interviews for customer service roles often include role-play scenarios. Be prepared to demonstrate how you would handle a call with a distressed customer. Practising these scenarios beforehand can help you feel more comfortable and showcase your problem-solving skills effectively.