Job Details
Mortgage Customer Service Officer
Sector:Financial Services
Region : East of England
Location: Chelmsford
Salary: Basic to £28,000 plus Bonuses - OTE £36,000 plus
Job Ref.: 7845
Job Information
Lead Manager / Customer Service Officer – Mortgage & Protection Lead Management📍 Location: Wickford or Chelmsford (supporting East London & Essex)
💼 Role: Lead Manager / Customer Service Officer – Central Lead & Client Contact Team
💷 Salary: £22,000–£28,000 basic + Ongoing Commission
🎯 Realistic OTE: £36,000+ in Year One
🕒 Hours: Monday–Friday 9:00am–5:00pm OR 10:00am–6:00pm
🏢 Recruiter: Cameron James Professional Recruitment
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Overview
Cameron James Professional Recruitment is delighted to be supporting our client, a leading mortgage and protection brokerage with one of the strongest estate agency referral networks across East London & Essex.
We are now recruiting for a Lead Manager / Customer Service Officer to join the Central Lead & Client Contact Team based in either Wickford or Chelmsford.
This is a key operational role responsible for managing all mortgage and protection leads, maintaining high levels of client engagement, booking appointments, supporting brand awareness in the region, and ensuring no client is ever lost in the pipeline.
This position is ideal for someone who enjoys proactive calling, relationship building, and who wants a clear long-term career path into becoming a Mortgage Broker or Team Leader.
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Role Purpose
The Lead Manager will run the Central Lead & Client Contact function on behalf of our client, owning the end-to-end journey for all estate agency–generated financial services leads.
The purpose of the role is to:
• Ensure every lead is contacted, nurtured and progressed
• Boost mortgage and protection conversion rates
• Maintain strong brand awareness across East London & Essex
• Improve retention and ongoing client communication
• Free up brokers to focus on regulated advice
• Maintain accurate, compliant CRM records
• Contact clients who missed booked appointments and rebook them
• Earn commission for booked appointments and an additional bonus when the mortgage application completes
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Key Responsibilities
1. Lead & Appointment Management
• Own all incoming financial services leads from the estate agency network
• Make approx. 15 outbound calls per day to existing clients and new enquiries
• Book, arrange and coordinate Mortgage Broker appointments (Teams, Zoom or in-branch)
• Correctly categorise each lead (Booked, Completed, Missed, Cancelled, Pending)
• Conduct structured follow-up calls within 24–48 hours
2. Client Contact & Nurture
• Maintain regular touchpoints with clients throughout their mortgage journey
• Monitor property searches, documentation, affordability checks, etc.
• Prepare clients ahead of their broker meeting
• Promote use of the Customer Portal and digital tools
• Maintain brand presence and client engagement across East London & Essex
3. Proactive Outbound Calling
• Contact clients who have shown interest but not yet booked
• Re-engage clients who missed their mortgage appointment
• Warm clients before their meeting to improve attendance and conversion
• Qualify needs to ensure brokers receive high-intent appointments
4. Protection, GI & Ancillary Lead Management
• Identify protection and GI opportunities
• Book protection appointments with advisers
• Conduct 3-, 6- and 9-month completion check-ins
• Support future PMI and ancillary product lead processing
5. Annual Reviews & Retention
• Complete annual review calls for remortgage and protection opportunities
• Identify cross-sale and refinancing needs
• Reduce lapse rates by maintaining strong client relationships
6. Stakeholder Management
• Act as the operational contact point for estate agents, brokers and clients
• Provide regular updates to Branch Managers and Directors
• Feedback on lead quality, conversion blockages and client sentiment
7. Team Leadership & Growth
• Support junior team members and apprentices within the department
• Help standardise call structures, documentation and CRM usage
• Opportunity to grow into a Team Leader role as the model expands
8. Reporting, MI & Continuous Improvement
• Track and report key metrics such as:
• Conversion rates
• Appointment attendance
• Contact attempts per lead
• Pipeline performance
• Produce MI reports for management
• Recommend process improvements to enhance conversion
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Skills & Experience
Essential
• Experience in sales support, customer service, lead management, contact centre, or mortgage administration
• Strong, confident telephone communication skills
• Ability to manage high lead volumes accurately
• CRM/lead tracking experience
• Commercial awareness around conversion and protection uptake
• Strong organisational and time-management skills
Desirable
• Experience in mortgages, protection or financial services
• Previous outbound calling responsibility
• Experience mentoring junior team members
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Behaviours & Competencies
• Customer-focused
• Commercially minded
• Detail-driven
• Resilient and persistent
• Collaborative with internal teams
• Proactive and ownership-driven
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Career Progression
This role offers clear routes into:
• Mortgage Broker positions
• Team Leader / Supervisor roles
• Senior Client Contact roles
• Protection or GI specialist pathways
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What’s On Offer
• £22,000–£28,000 basic salary
• Realistic OTE of £36,000+
• Commission for every booked appointment
• Additional bonus once the mortgage application completes
• Monday–Friday only (no weekends)
• Choose between 9–5 or 10–6 shifts
• Office locations: Wickford or Chelmsford
• Friendly, supportive environment with real progression
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Apply Today
If you’re enthusiastic, customer-focused and keen to develop your career in financial services, we would love to hear from you.
Contact:
Bryn McMillan
Financial Services Recruitment Director
📞 0203 6332273