Contract Customer Support Advisor

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. 

Experienced Required

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 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. 

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. Should you have any difficulty during the recruitment process, require any reasonable adjustments or an application to access to work please contact the recruitment team on Recruitment.Operations@TLT.com

TLT LLP