Customer Experience Consultant

L&C Mortgages; Newcastle upon Tyne; On-site; GBP 21,000 - 29,000; Full time

Benefits offered by this job

24 days annual leave

Birthday off

Holiday purchase scheme

Wellbeing programme

Annual parties

Job summary

London & Country Mortgages is seeking a Customer Experience Consultant to join our friendly team. You’ll handle inbound and outbound calls, understand customers’ needs and guide them to the right solutions, developing opportunities and preparing them for the next steps of their journey with us.

You’ll receive full training and ongoing coaching to build your knowledge, confidence and skills, while delivering consistently high standards of service that reflect our values and commitment to

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

• Being 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

Excellent communication

Telephone manner

Customer-facing experience

Attention to detail

Judgement & decision-making

Adaptability & teamwork

Customer-first mindset

MS Word/Outlook/Excel

Job description

Be the voice that makes a difference. Build relationships. Create opportunities. Put customers first.

Are you confident, personable and great at building rapport? Do you enjoy speaking to people, understanding what they need and making sure they get the right support?

We’re looking for Customer Experience Consultants here at L&C to grow our vibrant team and become one of the first voices our customers hear.

This is a fast-paced, people-focused role where no two conversations are the same. You’ll speak with new and existing customers by phone, helping them understand how we can support them, developing opportunities and preparing them for the next stages of their journey with us.

What will you be doing?

You’ll be at the heart of our customer journey, handling both inbound and outbound calls and making every interaction count.

Your role will include:

• Being 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.

You’ll receive full training and ongoing support to help you build your knowledge, confidence and skills. We’ll ensure you have the coaching you need to succeed and guarantee our customers receive the high standard of service we pride ourselves on.

What are we looking for?

You’ll need:

• 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.

We care about our customers, but our employees are what make the magic happen. We’re always ready to listen and do what we can to make L&C even better for those receiving and providing our services, supporting the day to day running of the business, so working with us means being part of an environment of respect and equity with some great benefits to boot. We’re entering a dynamic period and it’s a great time to join us, we’re already the UK’s No.1 online mortgage broker but we don’t want to stop there.

Joining L&C means:

• 24 days starting annual leave, plus your birthday & bank holidays off non inclusive of your holiday allowance
• Purchase Holiday scheme (up to 3 additional days leave per year)
• Comprehensive employee assistance & wellbeing programmes (Virtual 24/7 GP, personal and dependant Mental Health Support, physiotherapy services and much more)
• Annual company wide Summer & Winter parties and team led social events
• …and much more benefits and perks to boot!

At London & Country Mortgages, we are committed to fostering a recruitment and selection process that is inherently diverse and inclusive. We believe in the strength that comes from a variety of perspectives, backgrounds, and experiences, and we actively seek to create an environment where individuals from all walks of life feel welcome and valued. Our commitment to diversity and inclusion is not just a goal; it is a fundamental part of our organisational culture, driving us to continuously enhance our practices to ensure that every candidate has an equal opportunity to contribute and thrive within our community.

FCA Certification Regime & Conduct Rules

L&C is authorised and regulated by the FCA and is classified as an Enhanced Firm under the Senior Manager’s and Certification Regime (SM&CR). This role is subject to the 6 FCA Conduct rules and you will be expected to adhere to them at all times. (See below). Any confirmed breaches of the Conduct Rules will be reported to the FCA annually. Should you apply for a Certified role in another financial services firm then L&C may be required to disclose this information in a Regulatory Reference request.

• You must act with integrity
• You must act with due care, skill, and diligence
• You must be open and cooperative with the FCA, the PRA and other regulators
• You must pay due regard to the interests of customers and treat them fairly
• You must observe proper standards of market conduct
• You must act to deliver good outcomes for retail customers