At a Glance
- Tasks: Be the friendly voice for customers, helping them navigate their journey with us.
- Company: Join L&C, the UK's No.1 online mortgage broker, in a vibrant team.
- Benefits: Enjoy 24 days annual leave, wellbeing programmes, and fun company events.
- Other info: Diverse and inclusive workplace with great career growth opportunities.
- Why this job: Make a real difference by building relationships and supporting customers.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 31500 - 38500 £ per year.
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
- #J-18808-Ljbffr
Customer Experience Consultant employer: L&C Mortgages
L&C Mortgages is an exceptional employer that fosters a culture of innovation and collaboration, making it an ideal place for an Azure Data Platform Engineer to thrive. With a strong commitment to employee growth, you will have access to continuous learning opportunities and the chance to work on cutting-edge technology in a supportive environment. Located in the heart of the UK’s financial sector, L&C offers a dynamic workplace where your contributions directly impact the future of data in the mortgage industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Consultant
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at L&C Mortgages. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like L&C Mortgages before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Consultant
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to L&C Mortgages:Your cover letter is your chance to shine! Tell us why you want to work at L&C Mortgages specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at L&C Mortgages!
How to prepare for a job interview at L&C Mortgages
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
