Customer Contact Agent

About the role

Join a dynamic, award‑winning legal services team as a Customer Contact Agent, supporting homeowners in Manchester who are facing mortgage arrears and possible repossession. You will act as the primary point of contact, using empathy and active listening to guide customers through complex financial situations.

Key responsibilities

• Assist customers behind on mortgage payments and at risk of repossession.
• Build trust through active listening and empathetic communication.
• Investigate each case to identify the causes of arrears and assess short‑ and long‑term challenges.
• Present practical, non‑litigation solutions that help customers remain in their homes.
• Explain financial responsibilities and guide customers toward the best available options.
• Maintain accurate records in line with compliance and data‑protection standards.
• Collaborate with a Team Manager and Team Coach for one‑to‑one support and coaching.

Required profile

• Highly empathetic communicator with a strong customer‑service mindset.
• Proven experience in credit control, customer service, or account management within financial or professional services.
• Excellent telephone communication skills, able to manage emotive conversations.
• Strong relationship‑building ability and analytical skills to identify root causes of arrears.
• Team‑player attitude with willingness to receive coaching.

Required skills

What we offer

• Hybrid, flexible working arrangement.
• Salary range £28,800 – £30,000 per year.
• 25 days annual leave, increasing to 30 days based on service length, plus bank holidays.
• Private medical insurance covering health, dental, and vision.
• Flexible benefits scheme with lifestyle and wellbeing options.