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- Tasks: Support customers facing mortgage issues and help them stay in their homes.
- Company: Join TLT, a fast-growing law firm with a diverse and inclusive culture.
- Benefits: Competitive salary, flexible working, 25-30 days holiday, and private medical insurance.
- Why this job: Make a real difference by helping people through challenging financial situations.
- Qualifications: Strong communication skills and experience in customer service or credit control.
- Other info: Dynamic team environment with opportunities for personal and professional growth.
The predicted salary is between 28800 - 43200 £ per year.
We are recruiting for a Customer Contact Agent to join our Retail Mortgage Services (RMS) team in Bristol. This is an excellent opportunity to work within a team who act for some of the biggest lenders in the UK. You will be working to help set up solutions to help and support a customer through the litigation process with an overall objective of keeping them in their homes and preventing litigation.
We have a fantastic and diverse team which is made up of colleagues of a wide variety of ages and backgrounds. Our team and colleagues here are praised by customers on a regular basis for all the support we provide. If you enjoy helping people, then this role may just be the perfect opportunity for you.
Your Role
- Working on behalf of TLT's clients to work with their customers currently behind on their mortgage payments and facing repossession of their home.
- Using active listening, empathy and relationship building to get to know your customer, to build the trust and for the customer to feel comfortable in explaining their financial or personal difficulties to you.
- Investigating a customer's situation to establish what has caused the arrears whether the challenges being faced are short term or long term to then look at the options available. We strive to work with customers to try to avoid the litigation and keep the customers in their home.
- Helping customers to understand their financial responsibilities and the best solution that suits the customer.
You will be supported by a Team Manager and a Team Coach who will provide one on one management and coaching support.
Your Skills and Experience
- Effective telephone communication skills with the ability to empathise and relate to the sometimes-emotive conversations that take place with customers.
- Successfully build rapport with customers to understand the situation & identify the best solution.
- Previous experience of dealing with customers within credit control, customer service, customer account management within a financial or professional services environment.
Your Team
Operating from our offices in Bristol, Manchester, Glasgow and Belfast, we have specialist expertise in each UK jurisdiction. We act for banks, building societies, other secured lenders and third party services. Whatever the size of mortgage portfolio, we adapt our processes to deliver the best outcome for the lender and their customer. Our approach ensures that all customers are treated fairly, and vulnerability is identified and handled appropriately.
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 Lawyer Awards in 2021 and the British Legal Awards in 2022.
Our purpose is to protect, prepare and progress our clients for what comes next and it’s essential that we do the same for our people, our planet and our communities too. In our open and collaborative culture, we encourage everyone to be their whole self, to have a voice and to contribute.
We value our employees highly and we want you to feel valued. You’ll receive a competitive salary with an annual pay review. You will also have access to an extensive range of benefits via our flexible benefits scheme including 25 days holiday (which will increase to 30 days based upon length of service) and private medical insurance.
At TLT we have a progressive fully flexible working approach. We empower our people to work in a place and at a time that meets their needs, those of their clients and of the wider team and firm. Part of this agile approach is a focus on hybrid working and supporting the work/life balance of our people. We’re happy to talk about how flexible working can work for you and this role.
TLT is committed to creating a diverse and inclusive working environment and encourages applications from all suitably qualified people, regardless of disability, race, gender identity, sexual orientation, or any other characteristics protected by the laws in the locations in which we operate. We welcome applications from people with disabilities and are committed to providing reasonable adjustments, where necessary, to make interviews and jobs more accessible.
Customer Contact Agent employer: TLT LLP
Contact Detail:
TLT LLP Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Contact Agent
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on TLT and their values. This will help you connect with the team and show that you're genuinely interested in being part of their mission.
✨Tip Number 2
Practice your active listening skills. During the interview, demonstrate how you can empathise with customers by sharing examples of how you've helped others in tough situations. This will highlight your suitability for the Customer Contact Agent role.
✨Tip Number 3
Be ready to discuss your experience in customer service. Think of specific instances where you built rapport with customers or resolved conflicts. This will show that you have the skills needed to support customers facing financial difficulties.
✨Tip Number 4
Don’t forget to ask questions! Prepare a few thoughtful questions about the team dynamics or the support you'll receive. This shows you're engaged and eager to learn more about how you can contribute to keeping customers in their homes.
We think you need these skills to ace Customer Contact Agent
Some tips for your application 🫡
Show Your Empathy: In your application, make sure to highlight your ability to empathise with customers. We want to see how you can relate to their situations and provide support, especially in challenging times.
Tailor Your Experience: When detailing your previous roles, focus on experiences that align with customer service and financial environments. We love seeing how your background fits into the Customer Contact Agent role!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your skills and experiences shine through without unnecessary fluff.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this fantastic opportunity.
How to prepare for a job interview at TLT LLP
✨Know Your Stuff
Before the interview, make sure you understand the role of a Customer Contact Agent and the challenges customers face during the litigation process. Familiarise yourself with common mortgage issues and how to empathise with customers in distress. This knowledge will help you answer questions confidently and show that you're genuinely interested in helping people.
✨Practice Active Listening
During the interview, demonstrate your active listening skills. When asked questions, take a moment to think before responding, and ensure you address the specific points raised. This will not only show your communication skills but also reflect your ability to build rapport with customers, which is crucial for this role.
✨Showcase Your Empathy
Be prepared to share examples from your past experiences where you've successfully handled emotive conversations or difficult situations. Highlight how you used empathy to connect with customers and find solutions. This will illustrate your suitability for a role that requires understanding and compassion.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask insightful questions about the team dynamics, training opportunities, and how TLT supports its employees. This shows your enthusiasm for the role and helps you gauge if the company culture aligns with your values.