Customer Experience Advocate

L&C Mortgages; Bath; On-site; GBP 21,000 - 28,000; Full time

Benefits offered by this job

24 days annual leave

Birthday/Bank holidays off

Holiday purchase scheme

Employee wellbeing programmes

Team events

Job summary

London & Country Mortgages is seeking a Customer Experience Consultant to be the friendly, professional voice for our customers in the UK. You will handle inbound and outbound calls, build rapport, understand needs and guide customers toward the right mortgage support.

You'll receive full training, work in a supportive team, and enjoy benefits such as enhanced annual leave, holiday purchase options, wellbeing programmes and team events as part of our inclusive culture.

Qualifications

• Excellent written and verbal communication skills.
• A polite, professional and engaging telephone manner.
• Previous experience in a customer-facing or administrative role.
• Strong attention to detail
• Good judgement and decision‑making skills.
• The ability to adapt, take initiative and work as part of a team.
• A strong commitment in doing the right thing for customers.
• Good working knowledge of Word, Outlook and Excel.

Responsibilities

• Be the friendly and professional first point of contact for customers exploring our products and services.
• Building rapport and understanding customers’ needs through engaging conversations.
• Outbound calling to develop leads, re‑engage customers and identify missed opportunities.
• Ensuring customers have everything they need before transferring to one of our advisers.
• Delivering consistently high standards that achieve positive customer outcomes and reflect our company values.
• Keeping customer information and systems accurate and up to date.
• Working collaboratively with colleagues across the wider business to ensure customers are well supported from start to finish.
• Completing administration accurately and efficiently.
• Taking ownership, using your initiative and adapting to the needs of both our customers and the business.

Skills

Communication

Telephone manner

Customer-facing experience

Attention to detail

Teamwork

Decision making

Word/Outlook/Excel

Tools

Word

Outlook

Excel

Job description

London & Country Mortgages is seeking a Customer Experience Consultant to be the friendly, professional voice for our customers in the UK. You will handle inbound and outbound calls, build rapport, understand needs and guide customers toward the right mortgage support.

You'll receive full training, work in a supportive team, and enjoy benefits such as enhanced annual leave, holiday purchase options, wellbeing programmes and team events as part of our inclusive culture.