Start Date
Immediate
Expiry Date
18 Sep, 25
Salary
0.0
Posted On
20 Jun, 25
Experience
0 year(s) or above
Remote Job
Yes
Telecommute
Yes
Sponsor Visa
No
Skills
Difficult Situations, Operational Risk, Coaching, Dispute Resolution, Service Delivery, Reporting, Vulnerability Management, Escalation Resolution, Communication Skills, Case Management, Mental Health First Aid, Lean Six Sigma, Conflict, Management Skills
Industry
Outsourcing/Offshoring
We are recruiting for a Senior Customer Contact Manager in Bristol. This is a high-accountability, strategically critical role within TLT LLP’s Secured Lender Services practice, deputising for the Customer Contact Director as needed. As a key second line of defence, the role assures operational alignment with regulatory standards, monitors customer conduct risk, and intervenes in real time to protect customer outcomes and reduce downstream complaints. The postholder will lead the 2nd-line customer conduct and service assurance —overseeing the management of complex, sensitive customer cases, safeguarding vulnerable customer outcomes, and embedding high-quality, compliant customer support across the secured lending lifecycle.
As the senior point of regulatory and conduct expertise within the customer contact environment, you will lead a team of 2nd-line specialist advisors, translating complex client mandates and regulatory expectations into actionable service standards. You’ll execute and continuously improve the firm’s Vulnerable Customer Strategy, ensure first-line operational alignment with Consumer Duty and SRA principles, and act as a visible expert in regulatory assurance and ethical customer treatment.
This is a high-impact role that will drive trust, reduce risk, and assure confidence among lender clients, internal stakeholders, and external regulators. It will act as a critical partner to the Contact Director, helping to scale and evolve service operations—bringing deep technical and regulatory expertise to shape service design, embed controls, and extend delivery into new secured lending offerings, while strengthening existing capability and client trust in a growing, multi-client environment.
YOUR SKILLS AND EXPERIENCE
As a Senior Customer Contact Manager your day to day remit will include;