Customer Contact Agent

The RoleOn 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 includeWork 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 ..... full job details .....