Lightfoots were established over 170 years ago and have been market leaders in lender services for over 40 years. Our award winning end-to-end legal services now includes providing a mortgage arrears management service to our lender clients.
We are committed to delivering positive outcomes in challenging circumstances, focussing on rehabilitating accounts, avoiding the cost and stress of litigation whenever possible.
Our Collections Agents engage with customers of a major retail bank, primarily over the telephone. This role is key to ensuring customers receive understanding, empathy, and a professional approach with the aim of reaching good outcomes whilst preserving the reputation our company has worked so hard to achieve.
This is a hybrid role - 4 days remote / 1 day office based in Thame, Oxfordshire.
Key Responsibilities
- Conduct inbound and outbound calls professionally with empathy and sensitivity aiming for good customer outcomes through fair treatment.
- Gain a thorough understanding of customers’ financial and wider circumstances to establish reasons for arrears, collect income / expenditure information and affordability data
- Identify and agree appropriate solutions, communicating clearly in plain, jargon free terms to ensure understanding
- Recognise signs of vulnerability and financial difficulty, provide tailored treatment whilst identifying opportunities for signposting to appropriate, specialist external support.
- Recognise and identify customer dissatisfaction or complaints and handle or escalate appropriately. Report incidents with potential customer impact to management.
- Adhere to process, policy and regulations whilst applying the of the spirit of FCA guidance.
- Assist in identifying potential financial crime, money laundering, or criminal activity, following prescribed processes.
What We’re Looking For
- Exceptional telephone and written communication skills with proficiency in the Microsoft applications suite.
- Good knowledge of mortgages and experience in dealing with late arrears
- A Positive and enthusiastic mind-set with a passion for delivering exceptional service in a challenging environment reflecting the essence of Consumer Duty through empathy.
- Experience of identifying vulnerability and dealing appropriately with customers experiencing financial difficulty, temporary or longer term vulnerabilities.
- Demonstrable skills in reasoning, negotiation, questioning, and active listening to conduct effective discussions around income and expenditure and agree solutions.
- A shared sense of team spirit, embracing a healthy blend of office and home working to help maintain an effective environment of collaborative and independent working.
- Demonstrable knowledge and experience of working within relevant UK Financial and Legal Regulations.
At Lightfoots, we welcome applications even if you do not meet every requirement. If this opportunity sounds like the right fit for you, we would love to hear from you.
Why join Lightfoots Solicitors?
At Lightfoots, our people are at the heart of everything we do. We are proud to offer a supportive, inclusive workplace where you can grow, thrive, and build a rewarding career.
We believe that great work starts with feeling valued, so we provide a wide range of benefits to support your health, wellbeing, family life, and professional development.
What we offer
Reward and recognition
- Competitive salary
- Your birthday off
- Enhanced annual leave, plus bank holidays
- Enhanced pension scheme
Health and wellbeing
- BUPA Private Medical Insurance
- Healthcare cash plan for everyday medical expenses for you and your dependants
- Access to a 24/7 GP service
- Employee Assistance Programme
- Company sick pay
- Free flu vaccinations
- Discounted gym memberships
- Wellbeing and awareness events throughout the year
- Qualified Mental Health First Aiders across the firm for confidential support
Support for you and your family
- The option to use your paid sickness entitlement if a dependant is unwell and needs your care
- Enhanced maternity, adoption, and paternity leave
- A range of family-friendly policies
- Generous discounts on legal services
Career development
- Significant learning and development opportunities
- Structured appraisal process
- Sponsored training and qualifications
- Networking opportunities
- Access to thousands of webinars and training activities
A sense of belonging
- Opportunities to get involved in our Charity, Wellbeing, and ESG Committees
- Firm-wide social events throughout the year, including informal socials, quiz nights, book club, and more
Please apply here Current Vacancies - Lightfoots solicitors or contact our recruitment team at [email protected] for an informal conversation.
As a Disability Confident employer, we promote diversity and provide equal opportunities for all individuals. We prioritise inclusivity and ensure we have a supportive and accessible workplace for those with disabilities. If you require any adjustments to be able to attend an interview, please do let us know.
Recruitment decisions are made on fair and objective criteria.
The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected, you could be refused certain services or employment. Your personal information will be used by us and Cifas, and your data protection rights, can be found at Fair Processing Notices for Cifas
Benefits:
- Company pension
- Enhanced maternity leave
- Free flu jabs
- Health & wellbeing programme
- Paid volunteer time
- Private medical insurance
- Work from home
Application question(s):
- Do you have the Right to Work in the UK?
- What are your salary expectations?
- Do you live within a commutable distance to Thame, Oxfordshire?
- Please let us know if you require any reasonable adjustments to attend an interview
Work Location: Hybrid remote in Thame
