Senior Customer Contact Advisor (2nd line)

We are recruiting for a Senior Customer Contact Advisor to join our busy team in Bristol. This role is being offered on a full-time permanent basis. As a Senior Customer Contact Advisor, you will play a critical role as the first point of contact for customers of our regulated mortgage lender clients. You will be providing support to people facing sensitive and complex situations such as mortgage arrears and the risk of repossession. You’ll provide trusted, outcome-based support guiding them with clarity, empathy, and precision.

Working within a regulated and fast-paced environment, you’ll take ownership of inbound and outbound contacts across multiple channels, triage complex situations, identify vulnerability, and help customers understand and manage their financial responsibilities. You’ll play a crucial role in preventing formal complaints through effective early intervention, while maintaining compliance with FCA standards and client expectations. This role requires expert customer engagement, high emotional intelligence, and strong technical knowledge of mortgage servicing, arrears management, and 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). 
• Use active listening and empathy to uncover the root causes of financial difficulty and build trust with customers from all backgrounds. 
• Assess each customer’s situation to agree fair, affordable, and sustainable solutions in line with client mandates and regulatory frameworks. 
• Apply your working understanding of MCOB principles to support fair and proportionate outcomes for customers facing arrears or financial difficulty. 
• Educate customers on their responsibilities and available options, supporting them to take informed action and avoid escalation. 
• Manage the customer, not the interaction. 
• Adhere to the FCA’s Consumer Duty principles, ensuring your support is fair, appropriate, and focused on the best possible outcome. 
• Recognise and sensitively manage indicators of vulnerability, escalating cases where needed in line with internal pathways. 
• 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. 
• Spot early signs of dissatisfaction and act to resolve issues at first contact wherever possible. 
• Ensure any open complaints or vulnerabilities that could impact case progression are flagged and addressed before escalation, aligning with DISP and TCF requirements 
• Proactively de-escalate complaints before they become formal, applying sound judgement and problem-solving in line with policy. 
• Support the identification and reporting of root causes and emerging themes, contributing to broader service improvements. 
• 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.

Your Skills and Experience

• Previous experience of dealing with customers within credit control, customer service, customer account management within a financial or professional services environment. 
• Strong telephone communication skills with the ability to empathise and relate to the sometimes-emotive conversations that take place with customers. 
• Ability to handle difficult conversations remaining sensitive and professional at all times. 
• Successfully build rapport with customers to understand the situation & identify the best solution. 
• Good listening skills and ability to question and challenge information provided. 
• Ability to work within strict processes and guidelines. 
• Ability to simultaneously use IT systems and databases alongside speaking on the telephone. 
• Experience in a volume customer contact role, ideally within financial services, debt recovery, or mortgage servicing. 
• 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. 

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.

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. Over the last few years TLT’s successful growth, delivery of high-quality work and support for colleagues has been consistently recognised by The Times and at the Legal Business, The Lawyer and British Legal Awards.

Our ambition is to create opportunities for what comes next for our clients, recognised as their 1st tier adviser and being valued for our values. We do this in our unique way by creating social value and a dynamic environment where our people are curious, creative and ambitious for their success.

In our open and collaborative culture, we encourage everyone to be their whole self, to have a voice and to contribute to the success of TLT. 

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