Customer Contact Agent

The Role

On behalf of our client, we are seeking a Customer Contact Advisor to join their team in Manchester. Reporting to a Team Manager and supported by a Team Coach, you will work on behalf of the firm's clients to assist customers facing mortgage arrears and potential repossession.

This role requires active listening, empathy, and careful investigation of each customer's circumstances to identify practical solutions that help keep them in their homes. You will be the primary point of contact, guide customers through the litigation process, explain financial responsibilities, and present the most appropriate options. The position offers a hybrid, flexible working approach within a dynamic, award-winning legal services environment.

Responsibilities will include

• Work on behalf of our client's clients to support customers behind on mortgage payments and at risk of repossession.
• Use active listening and empathy to build trust and encourage customers to share financial or personal difficulties.
• Investigate each case to identify the causes of arrears and assess short-term and long-term challenges.
• Present suitable solutions aimed at avoiding litigation and helping customers remain in their homes.
• Explain customers' financial responsibilities and guide them toward the best available options.
• Collaborate with a Team Manager and Team Coach who provide one-to-one management and coaching support.
• Maintain accurate records of interactions and outcomes in line with compliance and data protection standards.

The Person

The ideal candidate is a highly empathetic communicator with a strong customer-service mindset and a genuine passion for helping people navigate financial difficulties.

• Effective telephone communication skills, with the ability to empathise and manage emotive conversations.
• Proven experience in credit control, customer service, or account management within a financial or professional services setting.
• Strong relationship-building skills to establish rapport and gain customer trust quickly.
• Ability to analyse customer situations, identify root causes of arrears, and propose appropriate solutions.
• Team-player attitude with a willingness to receive coaching and collaborate with managers.

The Hours

Full-time, Monday to Friday, 9 - 5 pm

The Salary

£28,800 - £30,000

The Benefits

• 25 days annual leave, increasing to 30 days based on length of service, plus bank holidays.
• Private medical insurance covering health, dental, and vision.
• Flexible benefits scheme offering a range of lifestyle and wellbeing options.
• Hybrid working model to support work-life balance.
• Professional development opportunities within a fast-growing, award-winning firm.
• Supportive team culture with regular coaching and mentorship.
• Travel assistance and parking provisions for office commuters.

The Location

Central Manchester (no car parking) , with hybrid working available after training and probation