Customer Experience Consultant

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

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

• 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.

• 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.

• 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…