Customer Support Assistant

A leading UK law firm with a network of offices from the South Coast to Scotland, working together as one national team. An innovative practice and the first top 100 law firm to achieve “Gold Standard” Investors in People, our values and culture are not just words on our website but are the heartbeat of the firm. The lack of barriers between departments, a real lack of hierarchy, zero tolerance for arrogance and pomposity makes Shoosmiths a fantastic place to work.

Our Recoveries Services Group provides a complete range of debt recovery services utilising cutting edge technology and with specialists dealing with different debt types, all operating under a centralised management structure allowing us to deliver consistently excellent service. Our structure ensures we can provide a full range of volume recoveries and litigation options, whilst ensuring that we have the expertise and experience to deal with complex and technical issues arising from volume recoveries.

The Mortgage Recoveries Team is a national team offering a service covering all aspects of residential mortgage recoveries, including:

• rehabilitation tools
• customer payment options
• litigation services
• a non-standard advice and dispute resolution capability
• sales of properties in possession
• distribution of surplus proceeds of sale
• shortfall collection

The team deal with FCA regulated mortgages, CCA regulated mortgages, as well as unregulated mortgages. This encompasses around 850 new mortgage possession instructions a month from banks, building societies and mortgage service providers. The team are regulation savvy and litigate mindful of the court rules and the latest industry guidance.

Our team of legal advisers are experts, able to provide regular updates on mortgage policy and market developments to ensure our clients are kept up to date. In addition, the team has extensive experience of working with customers who suffer from mental health issues and/or who are vulnerable adults. Following their work with the Money Advice Liaison Group and the Royal College of Psychiatrists, they are able to ensure that our clients always follow best practice.

The purpose of this role is to support both the mortgage rehabilitation and standard mortgage litigation teams in the recovery of mortgage arrears. You will have a positive telephone manner, be confident when dealing with customers, have good communication and negotiation skills, and be able to demonstrate a high level of customer service. Previous knowledge of a consumer or financial market would be advantageous. As a team player you will be looking to join a leading UK law firm in which you will find a supportive working environment and excellent routes for career progression.

Mortgage rehabilitation  

• Undertaking outbound telephone rehabilitation to clients’ customers surrounding the recovery of outstanding mortgage arrears;
• Negotiating with customers to obtain the best possible solution for the recovery of arrears in accordance with client call models;
• Handling queries and correspondence from customers and clients, identifying whether customer queries are potential obstacles to avoid making a payment and/or a payment arrangement.  Where appropriate, removing barriers to payment;
• Working to agreed targets, if appropriate, as an individual and with the team;
• Assist in the administration and reporting relating to the rehabilitation activity;
• Attending call calibration sessions as and when required;

Mortgage litigation   

• Carrying out litigation processes in connection with the recovery of outstanding mortgage arrears;
• Run cases effectively and efficiently in accordance with the current legislative and regulatory requirements
• Control and manage your workload effectively and efficiently using the relevant case management systems and IS resources and processes appropriately;
• Managing your own performance by evaluating feedback whilst maximising productivity.

You will be need the following skills and experience:-

• Positive telephone manner;
• Excellent communication skills with the ability to deal with difficult telephone conversations with any of the key stakeholders in the recoveries process confidently and calmly and refer if appropriate;
• IT literate with experience of using Word, Excel and the internet;
• Good written and numeracy skills;
• Accuracy and attention to detail;
• Ability to prioritise, be organised and efficient;
• Flexibility with the capability to adapt to change, new practices and cope under pressure but with the ability to recognise when to seek assistance;
• Able to integrate within a team and able to work on your own initiative;
• Friendly and helpful approach.
• A minimum of 5 GCSEs at grade C or above (or equivalent) to include Maths and English.

Background checks

Due to the nature of the work undertaken, confirmation of employment will be subject to a variety of checks which will be carried out once an offer of employment is accepted.  These checks will include employment references/ proof of activity covering the last 5 years, proof of ID, proof of address covering the last 5 years, Personnel Vetting credit search (which will only highlight insolvency or County Court Judgments - should any adverse data show on the Personnel Vetting search then any offer of employment made will be withdrawn).Terrorism Check (against data supplied by the Bank of England) and a DBS check previously known as a Criminal Records check. 

Shoosmiths is a committed Equal Opportunities employer promoting equality of opportunity. This means that everyone who either applies to or works for the firm is treated equally, whatever their gender, age, ethnic origin, nationality, marital status, disability, sexual orientation or religious beliefs.