Appointment Setter in Stockport

Equity Release Appointment Setter

Role Purpose

The Equity Release Appointment Setter is responsible for contacting prospective customers who have made an enquiry about equity release and helping them take the next appropriate step in their customer journey.

Working primarily through an outbound dialler, you will speak with customers about their enquiry, establish their circumstances and requirements, provide clear factual information about LegacyWise Home Finance and our service, and, where appropriate, arrange an appointment with a qualified equity release adviser.

The role operates within an FCA-regulated environment and requires a strong focus on customer outcomes, accuracy, compliance, data protection and call quality.

This is not an equity release advice role. You will not recommend a particular product or tell customers whether equity release is suitable for them. Your role is to provide factual information, qualify the enquiry and arrange a high-quality adviser appointment where appropriate.

Key Responsibilities

Customer engagement and appointment setting

• Make outbound calls to customers who have previously made an equity release enquiry with LegacyWise Home Finance.
• Build rapport with customers and understand the reasons behind their enquiry.
• Clearly explain the LegacyWise service and the benefits of speaking with one of our qualified equity release advisers.
• Handle customer questions and objections confidently and professionally.
• Encourage suitable and genuinely interested customers to progress to an adviser appointment.
• Arrange telephone, video or face-to-face appointments in accordance with company procedures, with a particular focus on securing appropriate face-to-face appointments where required.
• Ensure customers understand what will happen during their adviser appointment and what they should expect from the next stage of the process.

Customer qualification

• Ask appropriate qualification questions to establish whether an enquiry meets LegacyWise's initial criteria.
• Gather and accurately record relevant information about the customer and their property.
• Establish basic property information to identify whether the property is potentially suitable for equity release, in line with company-approved criteria.
• Identify enquiries that fall outside agreed criteria and follow the appropriate referral or decline process.
• Ensure appointments are only booked where there is a genuine customer need and a reasonable prospect that the adviser can assist.

Compliance and Customer Care

• Conduct all calls in accordance with LegacyWise procedures and the requirements of an FCA-regulated business.
• Use approved scripts, statements and disclosures where required.
• Clearly identify the purpose of the call and provide any required regulatory or call-recording statements.
• Provide customers with factual and balanced information without providing regulated financial advice or making personal recommendations.
• Never create pressure or encourage a customer to proceed where an appointment is not appropriate.
• Recognise and appropriately respond to customers who may be vulnerable or require additional support.
• Escalate any potential vulnerability, complaint, compliance concern or unusual customer circumstance in accordance with company procedures.
• Maintain customer confidentiality and handle personal information in accordance with LegacyWise data protection and information-security procedures.
• Accurately record customer consent, contact preferences and relevant information within the CRM.
• Follow all requirements relating to call recording, data protection and customer communications.

Performance and Quality

• Number of adviser appointments booked.
• Appointment conversion rate.
• Number and proportion of appropriate face-to-face appointments booked.
• Appointment attendance / completion rate.
• Appointment cancellation rate.
• Quality and suitability of appointments passed to advisers.
• Call quality assessment scores.
• Compliance with required call processes, statements and disclosures.
• Accuracy and completeness of CRM records.
• Productivity and effective use of the outbound dialler.
• Customer experience and feedback.

They consistently booking high-quality appointments with customers, the Appointment Setter understands why they are speaking to an adviser, have a genuine interest in exploring equity release and meet the appropriate initial qualification criteria.

Skills and Experience

Essential

• Confident and professional telephone manner.
• Strong communication and listening skills.
• Ability to build rapport quickly with customers.
• Comfortable making a high volume of outbound calls.
• Able to explain information clearly and in straightforward language.
• Good questioning and fact-finding skills.
• Strong attention to detail and accurate record keeping.
• Comfortable working within defined processes, scripts and compliance requirements.
• Able to work towards individual and team performance targets.
• Resilient, positive and comfortable handling objections and rejection.
• Good IT skills and ability to work with CRM and outbound dialler systems.

Desirable

• Previous experience in an outbound contact centre, appointment-setting or telephone sales environment.
• Experience within financial services, mortgages, insurance or another regulated industry.
• Previous experience working with customers aged 55 and over.
• Understanding of equity release or later-life lending.
• Experience working within an FCA-regulated environment.

Personal Attributes

• Customer focused.
• Commercially minded without being overly sales-driven.
• Empathetic and patient.
• Confident but not pushy.
• Curious and comfortable asking appropriate questions.
• Reliable and well organised.
• Comfortable receiving coaching and having calls regularly assessed.
• Able to follow processes while still communicating naturally with customers.
• Focused on achieving both strong performance and good customer outcomes.