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Foxtons Logo Foxtons · Finance

Client Services Adviser

United Kingdom, West End 27250.00 GBP / Year · Job Posted March 25, 2026
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Job Description

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.

Job Responsibility

  • Lead Qualification & Conversion
  • Client Engagement
  • Record Keeping & CRM Accuracy
  • Team Collaboration
  • Key Performance Indicators (KPIs): Lead Conversion Rate, Appointment Quality, Call numbers, Contact Rate, Compliance & Integrity, CRM Accuracy

Requirements

  • 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
  • Deliver an excellent first-touch experience representing our values and service standards
  • Communicate clearly, confidently, and professionally across phone, email, and digital channels
  • Build rapport quickly to create trust and encourage client engagement
  • Handle objections effectively, maintaining a solutions-focused approach
  • 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

What we offer

  • 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
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