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Customer Contact Agent – Customer Care

Job Introduction

We are recruiting for a Customer Contact Agent to be a part of our Customer Care Team. This is an excellent opportunity to join our team to manage, investigating and responding to all customers complaints or expressions of dissatisfaction. Your role will involve resolving all complaints in a timely manner ensuring that the investigation is thorough and the FCA principals have been followed to reach a fair resolution for the Customer.

Our team and colleagues here are praised by customers on a regular basis for all the support we provide. If you are passionate about helping people, then this may just be the perfect opportunity for you.

We offer flexible hours between the hours of 8:30am to 6:30pm Monday to Friday. 

In return we will invest in you; we want you to be successful and develop your career with TLT and you will receive access to TLT's industry recognised training and development programmes ensuring you are provided with the tools for a successful career.

Role Responsibility

As a Customer Contact Agent - Customer Care your day to day remit includes:

  • Reviewing cases where it has been identified by the mainstream teams that a complaint has been made by the customer.
  • Managing, investigating and responding to complaints in line with the FCA principles.
  • Where applicable agree compensation and redress where customers have been disadvantaged
  • Resolve follow-up correspondence that is received, in a timely manner, ensuring any outstanding queries are resolved. Analyse and feed back where issues have not been addressed in the original complaint.
  • Carefully manage and oversee cases to ensure the correct strategy is being taken on a case whilst the complaint is under review.
  • Ensure that the Complaint Framework is followed and procedural changes identified and address.
  • Proactively keeping in touch with the customer to maintain contact, maintain the relationship and ensure the agreed solutions and next steps are met.
  • Reviewing cases where it has been identified by the mainstream teams that the customer is vulnerable and could benefit from some bespoke or a hand held approach.
  • Carefully manage and oversee cases to ensure the correct strategy is being taken on a case and the customer is receiving the service they need.
  • Working on behalf of TLT's clients to work with their customers who are currently behind on their mortgage payments and facing repossession of their home.
  • Using active listening, empathy and relationship building to get to know your customer, to build the trust and for the customer to feel comfortable in explaining their financial or personal difficulties to you.
  • Investigating a customer's situation to establish what has caused the arrears whether the challenges being faced are short term or long term to then look at the options available. We strive to work with customers to try to avoid the litigation and keep the customers in their home.  
  • Working very closely with the customers to understand their financial responsibilities with a view to finding an affordable and sustainable payment solutions or the best solution that suits that customer.
  • Proactively keeping in touch with the customer to maintain contact, maintain the relationship and ensure the agreed solutions and next steps are met.
  • You will be supported by a Team Manager and a Team Coach who will provide one on one management and coaching support.

The Ideal Candidate

Our employees are talented people, distinguished by technical excellence, with a willingness to embrace team working and a passion for client service. You will be able to demonstrate a similar supportive, flexible and driven ethos and will have accumulated the following experience and skills:

  • Prior Financial Services experience preferred.
  • Good planning & organising skills.
  • The ability to make decisions and judgements.
  • Listening skills & empathy.
  • Experience of following policies and procedures.
  • Effective telephone communication skills with the ability to empathise and relate to the sometimes emotive conversations that take place with customers.
  • Previous experience of dealing with customers within credit control, customer service, customer account management within a financial or professional services environment.
  • Complete all allocated tasks within the required timeframe and to the required level of accuracy.
  • Demonstrate satisfactory levels of literacy and numeracy.
  • Have knowledge of and be able to use common functions of relevant computer applications with appropriate training.

Package Description

We value our employees highly and we want you to feel valued. You will receive a competitive basic 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.

About the Firm

TLT is committed to creating a diverse working environment and encourages applications from all suitably qualified people, regardless of any of the characteristics protected by the laws in the locations in which we operate. We welcome applications from people with disabilities and as a Disability Confident Employer, we 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 HR-Recruitment@TLTsolicitors.com

TLT LLP

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