The Client Services Adviser (CSA) plays a pivotal role in delivering a high-quality client
experience by qualifying new and existing leads and converting them into successful
appointments for our Mortgage Advisers. As the first point of contact, the CSA is
responsible for understanding client needs, building rapport quickly, and ensuring that
only well-qualified appointments are booked into the adviser pipeline.
This is a permanent role, offering stability, consistency, and the opportunity to become
a specialist in client engagement and appointment conversion within a fast-paced
mortgage environment.
Key Responsibilities:
Lead Qualification & Conversion
• Handle inbound and outbound calls to new and existing clients.
• Qualify leads effectively using structured questioning to understand client
requirements.
• Convert qualified leads into booked appointments with the appropriate adviser.
• Ensure each appointment meets internal “quality booking” standards to
maximise turn-up rates.
• Follow up on warm leads and re-engage clients who have previously enquired.
Client Engagement
• Deliver an excellent first-touch experience representing our values and service
standards.
• Communicate clearly, confidently, and professionally across phone, email, and
digital channels.
• Build rapport quickly to create trust and encourage client engagement.
• Handle objections effectively, maintaining a solutions-focused approach.
Record Keeping & CRM Accuracy
• Log all client interactions, qualification notes, and appointment outcomes in the
CRM.
• Maintain accurate and up-to-date client data in line with GDPR and company
policies.
• Ensure adviser diaries are booked efficiently and correctly.
Team Collaboration
• Work closely with advisers and the wider sales function to ensure smooth
handovers.
• Communicate early and effectively about diary issues, lead quality trends, or
client feedback.
Key Performance Indicators (KPIs)
• Lead Conversion Rate: Percentage of qualified leads converted into booked
appointments.
• Appointment Quality: Percentage of clients who attend their scheduled
appointments (“turn-up rate”).
• Call numbers: Inbound and outbound call numbers
• Contact Rate: Effectiveness in reaching and engaging leads.
• Compliance & Integrity: Adherence to correct qualification, GDPR handling,
and truthful representation of services.
• CRM Accuracy: Quality and completeness of logs, notes, and appointment
records.
Why Join Us?
• A competitive salary with KPI based bonuses
• A stable, permanent role where you become an expert in client engagement.
• Well-defined expectations, structure, and targets.
• Supportive, collaborative team with opportunities for skill development (without
mandatory progression into advising).
• Ability to contribute meaningfully to the quality and consistency of our client
journey
This role is hybrid, with time.