Customer Contact Advisor (1st line)

We are recruiting for Customer Contact Advisors to join our Secured Lender Services team in Bristol.

Your Role 

As a Customer Support Advisor within our Secured Lender Services team, 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...