At a Glance
- Tasks: Help customers navigate financial challenges and prevent home repossession.
- Company: Join a diverse team at TLT, supporting major UK lenders.
- Benefits: Gain valuable experience in customer service and financial solutions.
- Other info: Inclusive workplace with opportunities for personal and professional growth.
- Why this job: Make a real difference in people's lives by providing essential support.
- Qualifications: Strong communication skills and empathy for customer situations.
The predicted salary is between 25000 - 30000 £ per year.
We are recruiting for a Customer Contact Agent to join our Retail Mortgage Services (RMS) team in Manchester. 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.
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 in Manchester employer: TLT LLP
At TLT, we pride ourselves on being an exceptional employer, particularly for our Customer Contact Agents in Manchester. Our diverse and supportive team is dedicated to helping customers navigate challenging financial situations, fostering a culture of empathy and collaboration. With strong management support and opportunities for personal growth, we ensure that our employees feel valued and empowered to make a meaningful impact in the lives of those we serve.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Contact Agent in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TLT LLP. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like TLT LLP before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Contact Agent in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to TLT LLP:Your cover letter is your chance to shine! Tell us why you want to work at TLT LLP specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at TLT LLP!
How to prepare for a job interview at TLT LLP
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
