TLT are seeking Contract Customer Support Advisor’s to join the Secured Lending Services team in Bristol. The role will be on an initial 3–4-month contract with potential for extension. This opportunity will be paid a day rate via an Umbrella Company.
As a 1st Line Customer Support Advisor, within TLT’s Secured Lending Services team, you will act as the first point of contact for customers of premium mortgage lender clients. You’ll support individuals facing sensitive and complex issues such as mortgage arrears and potential repossession.
Working in a fast-paced, regulated contact centre, you’ll manage inbound and outbound interactions across multiple channels (phone, email, web). Your goal is to assess each customer’s circumstances and guide them towards the most appropriate resolution — whether that’s entering into a payment arrangement, accessing financial support, or, where unavoidable, progressing to legal proceedings.
You’ll need excellent customer support skills, strong emotional intelligence, a technical knowledge of mortgage servicing and arrears management, and a deep understanding of FCA consumer duty requirements.

• In line with our ‘Right First Time’ strategy, deliver timely, accurate, and compassionate support to customers across inbound and outbound contact channels (phone, email, web).
• Apply your working understanding of Consumer Duty & MCOB principles to support fair and proportionate outcomes for customers facing arrears or financial difficulty.
• Assess each customer’s situation to agree fair, affordable, and sustainable solutions in line with client mandates and regulatory frameworks.
• Educate customers on their responsibilities and available options, supporting them to take informed action and avoid escalation.
• Identify and sensitively manage indicators of vulnerability, escalating cases appropriately via internal pathways.
• Spot early signs of dissatisfaction and proactively de-escalate complaints before they become formal, applying sound judgement and problem-solving.
• Ensure any open complaints or vulnerabilities that could impact case progression are flagged and addressed in line with DISP and TCF requirements. Maintain accurate, complete, and compliant case records across internal and client systems.
• Recognise when a case may be at risk of escalation to legal proceedings and ensure all reasonable steps—such as engagement attempts, forbearance options, and vulnerability considerations—have been explored and recorded.
• Meet personal and team KPIs, including quality assurance, first contact resolution, utilisation time and compliance.
• Provide constructive feedback to support improvements to customer journeys, scripts, and processes.
• Participate in quality calibration, coaching, and skills development sessions, sharing insight and best practice.
• Participate in the testing of new policies, products, or services, advising on customer impact and conduct risks.