Customer Contact Advisor in Bristol

We are recruiting for Customer Contact Advisors to join our Secured Lender Services team in Bristol.

Your Role

As a Customer Support Advisor within our Secured Lender Services team, you will play a critical role as the first point of contact for customers of our regulated mortgage lender clients. You will be providing support to people facing sensitive and complex situations such as mortgage arrears and the risk of repossession. You'll provide trusted, outcome-based support guiding them with clarity, empathy, and precision. Working within a regulated and fast-paced environment, you'll take ownership of inbound and outbound contacts across multiple channels, triage complex situations, identify vulnerability, and help customers understand and manage their financial responsibilities. You'll play a crucial role in preventing formal complaints through effective early intervention, while maintaining compliance with FCA standards and client expectations. This role requires expert customer engagement, high emotional intelligence, and strong technical knowledge of mortgage servicing, arrears management, and FCA consumer duty requirements.

Responsibilities

• In line with our 'Right First Time' strategy, deliver timely, accurate, and compassionate support to customers across inbound and outbound contact channels (phone, email, web).
• Use active listening and empathy to uncover the root causes of financial difficulty and build trust with customers from all backgrounds.
• Assess each customer's situation to agree fair, affordable, and sustainable solutions in line with client mandates and regulatory frameworks.
• Apply your working understanding of MCOB principles to support fair and proportionate outcomes for customers facing arrears or financial difficulty.
• Educate customers on their responsibilities and available options, supporting them to take informed action and avoid escalation.
• Manage the customer, not the interaction.
• Adhere to the FCA's Consumer Duty principles, ensuring your support is fair, appropriate, and focused on the best possible outcome.
• Recognise and sensitively manage indicators of vulnerability, escalating cases where needed in line with internal pathways.
• Maintain accurate, complete, and compliant case records across internal and client systems.
• Recognise when a case may be at risk of escalation to legal proceedings and ensure all reasonable steps - such as engagement attempts, forbearance options, and vulnerability considerations - have been explored and recorded.
• Spot early signs of dissatisfaction and act to resolve issues at first contact wherever possible.
• Ensure any open complaints or vulnerabilities that could impact case progression are flagged and addressed before escalation, aligning with DISP and TCF requirements.
• Proactively de-escalate complaints before they become formal, applying sound judgement and problem-solving in line with policy.
• Support the identification and reporting of root causes and emerging themes, contributing to broader service improvements.
• Meet personal and team KPIs, including quality assurance, first contact resolution, utilisation time and compliance.
• Provide constructive feedback to support improvements to customer journeys, scripts, and processes.
• Participate in quality calibration, coaching, and skills development sessions, sharing insight and best practice.
• Participate in the testing of new policies, products, or services, advising on customer impact and conduct risks.

Expected Outputs

• KPIs First Contact Resolution (FCR): 80%
• Quality Assurance Compliance: 90%
• SLA Adherence (Wrap/Handling): 95%+
• Vulnerability Identification Accuracy: Tracked via QA and audit
• Client Scorecard Alignment: Contribution to key metrics (e.g. call quality, compliance, resolution rate)

Your Skills and Experience

Previous experience of dealing with customers within credit control, customer service, customer.