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Customer Contact Agent

Job Introduction

Are you looking for a flexible office based job? One where you will be given all the training you need to thrive whilst working alongside like-minded individuals in a collaborative environment?

Due to expansion we are now recruiting for a Customer Contact Agent to join our team in Bristol on a flexible basis. With working hours between 8:30am and 6:30pm, Monday to Friday, we are looking for individuals who are looking to work a minimum of 15 hours per week between these times.

Using an IT system which guides you through the process, you will be acting on behalf of mortgage lenders. Working with the lenders and their customers you will help set up payment schedules on their accounts with an overall objective of rehabilitating the customers' accounts.  Work is delegated by our experienced Team Managers who are on hand to support you throughout the process.  

In return we will invest in you. We want you to be successful. You will develop your technical and commercial skills through bespoke knowhow and development programmes ensuring you exceed all expectations. We have a flat hierarchy and you will be a highly valued member of the team and firm and we will ensure your hard work is recognised.

Role Responsibility

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

  • Working on behalf of the Mortgage Lenders to work with their customers currently going through repossession of their home.
  • Contacting customers at key stages throughout the process to discuss the situation. 
  • Investigating a customer's situation to establish what has caused the missed payments to look at the options and next steps of the matter. We work with customers to try to avoid the repossession of their property.
  • Working very closely with the customers to understand their financial responsibilities with a view to finding payment solutions/plans on their accounts.
  • Negotiating settlements with customers and monitor payment arrangements.

Undertaking both outbound calls and inbound calls to establish and maintain contact with the customers and related account information.

The Ideal Candidate

You might have gained this experience working in retail or the hospitality industry or you may be looking to make the move from another office based role.

Our employees are talented people 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. 

Don't worry if you don’t have previous legal or office experience, we're looking for potential so as long as you have the following skills:

  • A good telephone manner
  • Good numeracy and literacy skills
  • Able to demonstrate a proactive approach with a high attention to detail
  • Organisational and time management skills


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 . Or if you prefer our dedicated Diversity and Corporate Responsibility Advisor, Tanya Williams on tanya.williams@tltsolicitors.com 

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

We’re an ambitious UK law firm built around the needs of our high profile clients. With over 1000 employees and 100 partners across our six UK offices, we’ve grown considerably in the last three years – and so have our revenues. Open-minded? Definitively. Forward-focused? Absolutely. An energetic firm with an entrepreneurial, collaborative culture, we’re always looking to recruit highly talented individuals with the drive to succeed. So if you’re dynamic, determined and looking for a firm where you can develop your skills, join us and we’ll give you everything you need to thrive.



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