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- Tasks: Support customers with mortgage issues via phone, email, and web.
- Company: Join TLT, a fast-growing law firm recognised as Law Firm of the Year 2023.
- Benefits: Enjoy a competitive day rate and potential for contract extension.
- Why this job: Make a real impact by helping customers navigate sensitive financial situations.
- Qualifications: Experience in customer support, especially in mortgage servicing, is essential.
- Other info: Initial 3-4 month contract with opportunities for skills development.
The predicted salary is between 20000 - 30000 £ per year.
TLT are seeking Contract Customer Support Advisor’s to join the Secured Lending Services team in Bristol. The role will be on an initial 3–4-month contract with potential for extension. This opportunity will be paid a day rate via an Umbrella Company.
As a 1st Line Customer Support Advisor, within TLT’s Secured Lending Services team, you will act as the first point of contact for customers of premium mortgage lender clients. You’ll support individuals facing sensitive and complex issues such as mortgage arrears and potential repossession.
Working in a fast-paced, regulated contact centre, you’ll manage inbound and outbound interactions across multiple channels (phone, email, web). Your goal is to assess each customer’s circumstances and guide them towards the most appropriate resolution — whether that’s entering into a payment arrangement, accessing financial support, or, where unavoidable, progressing to legal proceedings.
You’ll need excellent customer support skills, strong emotional intelligence, a technical knowledge of mortgage servicing and arrears management, and a deep understanding of 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).
- Apply your working understanding of Consumer Duty & MCOB principles to support fair and proportionate outcomes for customers facing arrears or financial difficulty.
- Assess each customer’s situation to agree fair, affordable, and sustainable solutions in line with client mandates and regulatory frameworks.
- Educate customers on their responsibilities and available options, supporting them to take informed action and avoid escalation.
- Identify and sensitively manage indicators of vulnerability, escalating cases appropriately via internal pathways.
- Spot early signs of dissatisfaction and proactively de-escalate complaints before they become formal, applying sound judgement and problem-solving.
- Ensure any open complaints or vulnerabilities that could impact case progression are flagged and addressed in line with DISP and TCF requirements. 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.
- 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.
Qualifications
Essential
- Experience in a volume customer contact role, within mortgage servicing or secured lending.
- Experience in providing regulated support to vulnerable customers.
- Understanding of the regulatory environment (FCA, TCF, Consumer Duty) and how it applies in real-time customer interactions.
- Proven ability to manage emotionally sensitive and complex conversations with professionalism and confidence.
- Comfortable using multiple systems simultaneously to document cases, update records, and check information.
Desirable
- Prior experience working with mortgage arrears, or property possession cases.
- Familiarity with early collections, affordability assessments, or regulated complaint handling.
- Exposure to client-driven environments with service-level and quality expectations.
About TLT
Fast paced, fast growing and forward thinking, TLT is the law firm that helps clients stay one step ahead, and we do the same for our people.
We work with high profile clients in innovative sectors. With local, national and international reach, we have over 1,800 people in offices across the UK and a network of partner firms across Europe, India and the US. TLT was named Law Firm of the Year at the Legal Business Awards 2023. This marks the third year in a row the firm has taken away this accolade in industry awards – having previously been named Law Firm of the Year at The
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Contract Customer Contact Agent employer: TLT LLP
Contact Detail:
TLT LLP Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contract Customer Contact Agent
✨Tip Number 1
Familiarise yourself with the FCA regulations and Consumer Duty principles. Understanding these will not only help you in interviews but also demonstrate your commitment to providing compliant and fair customer support.
✨Tip Number 2
Practice handling sensitive conversations. Role-playing scenarios where you manage emotional discussions can boost your confidence and show potential employers that you can handle the complexities of customer interactions.
✨Tip Number 3
Research TLT’s values and recent achievements, such as their recognition as Law Firm of the Year. This knowledge will allow you to align your answers during interviews with their company culture and demonstrate your genuine interest in joining their team.
✨Tip Number 4
Network with current or former employees of TLT on platforms like LinkedIn. They can provide insights into the company culture and the role, which can be invaluable when preparing for your interview.
We think you need these skills to ace Contract Customer Contact Agent
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and qualifications required for the Contract Customer Contact Agent position. Familiarise yourself with TLT's values and how they align with your skills.
Tailor Your CV: Highlight relevant experience in customer support, particularly in mortgage servicing or secured lending. Emphasise your ability to handle sensitive conversations and your understanding of regulatory requirements like FCA and Consumer Duty.
Craft a Compelling Cover Letter: Write a cover letter that showcases your emotional intelligence and problem-solving skills. Provide specific examples of how you've successfully managed complex customer interactions in the past.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any errors. Ensure that your application is clear, concise, and free from typos, as attention to detail is crucial in this role.
How to prepare for a job interview at TLT LLP
✨Understand the Regulatory Environment
Familiarise yourself with FCA, TCF, and Consumer Duty principles before the interview. Being able to discuss how these regulations impact customer interactions will demonstrate your knowledge and suitability for the role.
✨Showcase Your Emotional Intelligence
Prepare examples of how you've handled sensitive conversations in previous roles. Highlighting your ability to empathise with customers facing financial difficulties will be crucial in this position.
✨Demonstrate Problem-Solving Skills
Think of scenarios where you've successfully de-escalated complaints or resolved complex issues. Be ready to explain your thought process and the steps you took to achieve a positive outcome.
✨Practice Multi-Channel Communication
Since the role involves managing interactions across phone, email, and web, practice articulating your thoughts clearly in different formats. This will help you feel more confident during the interview when discussing your communication skills.
