About The Role
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 maximize 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 hand‑overs.
* 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.li>
* 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.
About You
Required Skills & Experience
Essential
* Proven experience in tele‑sales, call handling, and target‑driven roles.
* Demonstrated success working with inbound and outbound calls.
* Experience working to conversion or performance targets.
* Strong communication skills with the ability to build rapport quickly.
* High level of professionalism, integrity, and client‑focused behaviour.
* Strong organisational skills and attention to detail.
Preferred
* Experience in mortgages, financial services, or regulated environments.
* Exposure to the property sector or knowledge of the home‑buying process.
* Familiarity with CRM systems and structured sales qualification processes.
Behaviours & Competencies
* Integrity: Always acts honestly and responsibly when dealing with client needs, data, and expectations.
* Resilience: Thrives in a fast‑paced, high‑volume environment with regular outbound calling.
* Client‑Centric Mindset: Focused on delivering value at every client touchpoint.
* Consistency: Reliable performance and high standards day‑to‑day.
* Adaptability: Able to adjust communication style to suit different client types.
* Team‑Oriented: Works collaboratively with advisers and peers to optimise outcomes.
About The Company
Since 1992, Alexander Hall has been at the forefront of mortgage advice, growing into one of the UK's leading mortgage brokers. Our ethos is built on expert knowledge, cutting‑edge technology, and access to exclusive products, ensuring a stress‑free and simplified process for our clients. Our commitment to excellence is echoed in our five‑star Trustpilot reviews and numerous accolades, cementing our reputation as a trusted advisor in the mortgage landscape.
Embark on a journey where your potential is recognised and nurtured. At Alexander Hall, your career is not just a job; it's a pathway to success, growth, and fulfilment. Join us and be part of a team where excellence is not just pursued, it's achieved.
We are regularly recognised from within our industry and very proud to have been awarded the following accolades over the last period of time;
* Best Broker for Customer Service – L&G Mortgage Awards 2024
* Best Broker for Overall Quality – L&G Mortgage Awards 2023
* Best Brokerage – What Mortgage Awards 2022
* Best Broker for Protection – The British Mortgage Awards 2024
* Best Broker – Rising Star – The British Mortgage Awards 2024
* Best Broker for First Time Buyers – The British Mortgage Awards 2023
* Best New Build Broker – The British Mortgage Awards 2022
With individual advisers winning individual awards such as
* Best Broker for Protection – The British Mortgage Awards 2024
* Best Broker – Rising Star – The British Mortgage Awards 2024li>
* Best Broker for First Time Buyers – The British Mortgage Awards 2023
* Best New Build Broker – The British Mortgage Awards 2022
#J-18808-Ljbffr