Fantastic long-term opportunity for anyone looking to progress into a Mortgage Adviser position.
If they see potential the company will pay for your full CeMap qualification and offer you the chance to step into an Adviser role.
We’re working with a well-established, customer-focused financial services organisation in London to recruit a Customer Care Adviser to support customers at the very start of their home ownership journey.
This is an excellent opportunity for someone passionate about customer service within property or financial services, who enjoys guiding customers, building relationships, and helping people take their first steps towards buying a home.
The Role As a Customer Care Adviser, you’ll be the first point of contact for customers exploring their mortgage options. You’ll support them from initial enquiry through to booking an appointment with an adviser, answering questions, completing initial checks, and ensuring they feel confident and informed at every stage.
You’ll also play a key role in supporting advisers by managing diaries, qualifying leads, and nurturing customers who aren’t quite ready to proceed. The overall aim of the role is to deliver an outstanding customer experience while maximising adviser efficiency.
Key Responsibilities - Handling referrals and initial enquiries from partner branches
- Completing affordability checks and reviewing lender criteria where required
- Booking appointments into adviser diaries when customers are ready to proceed
- Nurturing customers who are progressing towards a purchase but have not yet had an offer accepted
- Acting as a consistent point of contact throughout the early home-buying journey
- Responding to customer queries and clearly explaining next steps
- Ensuring all required documentation is collected and on file ahead of adviser appointments
- Working closely with advisers to support diary management and fair lead distribution
- Feeding back outcomes and progress updates to relevant stakeholders
- Consistently achieving KPIs around lead conversion and appointment booking
What We’re Looking For
Experience - A strong background in customer service, ideally within financial services, property, or another regulated environment
Skills & Attributes - Clear, confident communication skills (written and verbal)
- Strong organisational skills with the ability to prioritise effectively
- Confidence making decisions within your role
- A collaborative mindset and the ability to build strong working relationships
- High attention to detail with a focus on accuracy and compliance
Technical & Professional Requirements - Comfortable working with CRM systems and relevant IT platforms
- Good understanding of financial services products and processes
- CeMAP qualification (or equivalent), or currently working towards it
Why Apply? - A truly customer-centric role with real impact on people’s home-buying journeys
- Exposure to advisers, lenders, and the wider property process
- Opportunity to develop technical knowledge and progress within financial services
- Supportive team environment with a strong focus on training and development
If you’re customer-focused, organised, and motivated by helping people through one of life’s biggest decisions, we’d love to hear from you.
Apply now or contact our team for a confidential conversation.