About

The Job:Our client is looking for a Customer Contact Advisor to join their Secured Lender Services team.You’ll be the first point of contact for customers of regulated mortgage lenders, helping people in sensitive situations such as mortgage arrears or the risk of repossession. You’ll offer clear, empathetic support and guide them towards the right solutions. In this fast-paced, regulated role, you’ll handle inbound and outbound contact across multiple channels, identify vulnerability, and help customers manage their financial responsibilities. You’ll also help prevent complaints through early intervention, while meeting FCA and client standards.Responsibilities will include:• Provide accurate, caring, and timely support to customers by phone, email, and website • Listen carefully and show empathy to understand customers’ financial challenges. • Work with customers to agree fair, affordable, and sustainable solutions. • Explain options clearly to help customers take positive action. • Manage the customer relationship, not just the interaction. • Follow the FCA’s Consumer Duty principles to ensure fair treatment. • Identify and manage signs of vulnerability with care. • Keep detailed and accurate case notes in all systems. • Spot when a case might lead to legal action and make sure all steps have been taken first. • Resolve issues early to avoid formal complaints. • Flag and resolve open complaints or vulnerabilities before escalation. • De-escalate complaints effectively using good judgement. • Meet individual and team targets for quality, resolution, and compliance. • Give constructive feedback to help improve scripts and customer journeys. • Take part in coaching, training, and sharing best practice. • Support testing of new policies or services and gi