Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Engage clients, qualify leads, and book appointments for mortgage advisers.
- Company: Join Alexander Hall, a leading UK mortgage broker with a stellar reputation.
- Benefits: Enjoy a competitive salary, KPI bonuses, and a stable, permanent role.
- Why this job: Become an expert in client engagement while making a real impact.
- Qualifications: Experience in tele-sales and strong communication skills are essential.
- Other info: Hybrid role with opportunities for skill development in a supportive team.
The predicted salary is between 30000 - 42000 ÂŁ per year.
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:
- 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 other 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.
- 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 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
- 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.
- 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 Us
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 Overall Quality – L&G Mortgage Awards 2023, Best Brokerage – What 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 2024, Best Broker for First Time Buyers – The British Mortgage Awards 2023, Best New Build Broker – The British Mortgage Awards 2022.
Client Services Advisor employer: Alexander Hall
Contact Detail:
Alexander Hall Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Services Advisor
✨Tip Number 1
Get to know the company inside out! Before your interview, dive into their values, mission, and recent achievements. This will help you connect with the interviewers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or family member. This will help you articulate your thoughts clearly and build confidence in your ability to handle client interactions effectively.
✨Tip Number 3
Show off your communication skills! During the interview, focus on how you can build rapport quickly with clients. Share examples from your past experiences where you successfully engaged clients and converted leads into appointments.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. This not only shows your professionalism but also keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Client Services Advisor
Some tips for your application 🫡
Show Your Personality: When you're writing your application, let your personality shine through! We want to see who you are beyond your qualifications. A touch of humour or a personal story can make your application stand out.
Tailor Your Application: Make sure to tailor your application to the Client Services Advisor role. Highlight your experience with tele-sales and client engagement, and don’t forget to mention any relevant skills that match our job description!
Be Clear and Concise: Keep your application clear and to the point. We appreciate well-structured applications that get straight to the heart of your experience and skills. Avoid fluff and focus on what makes you a great fit for us.
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and it helps us keep everything organised. Plus, you’ll be one step closer to joining our fantastic team!
How to prepare for a job interview at Alexander Hall
✨Know Your Client Engagement Strategies
Before the interview, brush up on effective client engagement techniques. Be ready to discuss how you would build rapport quickly and handle objections. Think of examples from your past experiences where you successfully converted leads into appointments.
✨Familiarise Yourself with the Mortgage Sector
Since this role is in the mortgage industry, it’s crucial to have a basic understanding of the home-buying process and mortgage products. Research common terms and trends in the sector so you can speak confidently about them during the interview.
✨Demonstrate Your Organisational Skills
Prepare to showcase your organisational abilities, especially regarding CRM systems and maintaining accurate records. You might be asked how you ensure data accuracy and manage multiple client interactions, so have specific examples ready.
✨Showcase Your Resilience and Adaptability
This role requires thriving in a fast-paced environment. Be prepared to share instances where you’ve successfully managed high call volumes or adapted your communication style to suit different clients. Highlight your ability to stay focused and maintain high standards under pressure.