Customer Contact Agent

We are recruiting for a Customer Contact Agent, to join our Mortgage Enforcement team. 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.

We offer flexible hours between the hours of 8:30am to 6:30pm Monday to Friday.

Your Role

As a Customer Contact Agent your day to day remit will include; 

• 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.  
• Working very closely with the customers to understand their financial responsibilities with a view to finding an affordable and sustainable payment solutions or the best solution that suits that 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.

Our Benefits

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. 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