Senior Customer Contact Advisor (2nd line)

We are recruiting for a Senior Customer Contact Advisor (2nd line) to join our team in Bristol. This is a permanent opportunity being offered on a full time basis.  As a 2nd Line Senior Advisor within Secured Lender Services, you’ll operate as both a technical escalation specialist and a conduct risk champion—supporting the resolution of complex, sensitive, or high-risk cases across the end-to-end servicing lifecycle.

Your Role

As a Senior Customer Contact Advisor (2nd line) your day to day remit will include; 

• Lead resolution of escalated cases involving vulnerable customers, affordability disputes, remediation risk, or potential detriment — ensuring all decisions align with FCA regulations (e.g. DISP, Consumer Duty etc), client mandates and internal policies.
• Own decision defensibility by producing clear, regulatory-grade case narratives, rationale memos, and evidence logs to support decisions and demonstrate robust governance.
• Apply deep understanding of mortgage products, lender mandates, enforcement policies, and secured credit regulation to resolve complex scenarios — including forbearance frameworks.
• Tailor decisions to client-specific mandates, tolerances, and escalation matrices, ensuring risk appetite, brand tone, and contractual obligations are reflected in every resolution.
• Intervene early in dissatisfaction journeys to prevent complaint escalation through structured redress, proactive communication, and accurate root cause attribution.
• Validate complaint readiness for cases heading to Complaints or Legal by auditing engagement history, affordability assessments, and vulnerability handling against DISP and TCF criteria.
• Deliver expert-level coaching clinics, live case clinics, and technical walk-throughs for 1st Line Advisors — upskilling them in outcome management, root cause thinking, conduct judgment, and policy application.
• Review QA-flagged interactions and complaint themes to design targeted learning interventions that improve quality, consistency, and outcome confidence.
• Act as a subject matter expert and technical author and contributor to internal knowledge bases, decision trees and escalation playbooks.
• Contribute to detailed root cause and thematic analysis across escalations, complaints, and service control failures.
• Provide 2nd line service assurance by reviewing case activity, customer journeys, and frontline adherence to policy and quality standards
• Participate in audit readiness, calibration, and 2nd Line Risk discussions

Your Skills and Experience

• Minimum 4 years' experience in a regulated (preferably financial services environment), with at least 2 years in a specialist, complaint resolution, or 2nd line support capacity.
• Deep technical understanding of secured products including contractual stages, arrears management, legal escalation, and associated customer journeys
• Advanced regulatory knowledge — confident in the practical application of MCOB, DISP, Consumer Duty, TCF, and vulnerability frameworks, including how these interact with client-specific policies and mandates.
• Proven experience handling high-risk and reputationally sensitive cases, including those involving vulnerable customers, complaint prevention/escalation, and legal or media exposure.
• Demonstrated ability to author, review and maintain technical content 
• Track record in coaching, mentoring and technical uplift 
• Strong analytical mindset, with experience interpreting QA outputs, trend data, and root cause themes to support service assurance, client reporting, and operational improvement.
• Exceptional written and verbal communication skills, capable of articulating complex decisions, producing regulatory-grade case notes, and engaging clients, auditors, and internal stakeholders with authority and clarity.

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