Customer Service Advisor

1 week ago

bristol, United Kingdom Alexander Mae (Bristol) Ltd Full time

The Job: Our client is looking for a Customer Contact Advisor to join their Secured Lender Services team . Youll be the first point of contact for customers of regulated mortgage lenders, helping people in sensitive situations such as mortgage arrears or the risk of repossession. Youll offer clear, empathetic support and guide them towards the right solutions.In this fast-paced, regulated role, youll handle inbound and outbound contact across multiple channels, identify vulnerability, and help customers manage their financial responsibilities. Youll also help prevent complaints through early intervention, while meeting FCA and client standards. Responsibilities will include: Provide accurate, caring, and timely support to customers by phone, email, and website Listen carefully and show empathy to understand customers financial challenges. Work with customers to agree fair, affordable, and sustainable solutions. Explain options clearly to help customers take positive action. Manage the customer relationship, not just the interaction. Follow the FCAs Consumer Duty principles to ensure fair treatment. Identify and manage signs of vulnerability with care. Keep detailed and accurate case notes in all systems. Spot when a case might lead to legal action and make sure all steps have been taken first. Resolve issues early to avoid formal complaints. Flag and resolve open complaints or vulnerabilities before escalation. De-escalate complaints effectively using good judgement. Meet individual and team targets for quality, resolution, and compliance. Give constructive feedback to help improve scripts and customer journeys. Take part in coaching, training, and sharing best practice. Support testing of new policies or services and give feedback on customer impact. The Person: Our client is looking for someone who has: Experience of dealing with in customer service, credit control, or account management within financial or professional services. Strong communication skills and the ability to handle emotional conversations with empathy. The ability to stay calm, professional, and sensitive in difficult discussions. Good listening and questioning skills. Confidence working within clear processes and rules. Experience in a busy customer contact role, ideally in financial services, debt recovery, or mortgages. Experience supporting vulnerable customers in a regulated setting. Understanding of FCA, TCF, and Consumer Duty principles. The ability to handle complex and sensitive cases confidently. Familiarity with affordability assessments or complaint handling. Experience working to service and quality targets. The Benefits: Contributory Pension, Group Life, Private Medical Insurance, 25 days holiday & a flexible benefits scheme. The Hours: Monday to Friday 35 hours per week Monday Friday 9am 5pm The Location: Central Bristol, no car parking (hybrid working is available) JBRP1_UKTJ

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