Just Mortgages, the mortgage arm of estate agency Spicerhaart and one of the UK’s largest mortgage brokerages, has reported a record year for its client services division, unlocking more than half-a-million pounds in additional income and driving a near 40% increase in client bookings.
Led by sales director Gareth Lowndes, the division has invested in people and its processes to increase proactive engagement, improve service and capture embedded value within its existing client base.
The brokerage has grown its dedicated team of remortgage advisers from one to 13 across all regions, with two more based centrally and another four advisers currently being authorised. The booking team has also been increased by a third to meet rising demand.
Alongside its impressive income figures, the division has seen bookings increase by 37%, with 62% of all existing clients being booked back in – up from 40%.
PROACTIVE CLIENT CARE
The enhanced strategy marks a shift from more reactive to proactive client care, transforming remortgage conversations into a full financial review and tailored advice, whether it’s adverse credit, staircasing, later-life lending or protection and wealth advice.
The division works by connecting clients back with their original broker. Where this isn’t possible, the team continues this relationship and provides advice and any additional support.
With advisers embracing the model and clients receiving more personalised support, Just Mortgages is not only increasing revenue but also strengthening compliance with the FCA’s Consumer Duty by minimising harm and enhancing outcomes.
FUTUREPROOFING RELATIONSHIPS
Lowndes says: “The client services division helps brokers better serve their back book, all while looking after our orphan client bank and futureproofing relationships across the board.
“By rethinking how we manage these existing relationships, we are delivering a better service, better outcomes and in the process, a real boost to both adviser incomes and business performance. It’s a massive win all round.
“One of the biggest learnings has been that clients want to be looked after and wrapped up.
“They want to be guided through all their options and this is a great opportunity to do just that and provide a lifelong service to our clients.
“The results so far have been fantastic, but this is just the beginning. We’re scaling up to go even further to offer more tailored advice to best support clients in a variety of ways.”
OPTIMISED RESULTS
John Phillips (main picture), Chief Executive of Just Mortgages and Spicerhaart, adds: “Historically our client services team has delivered some really good results. Through the help of Gareth and his talented team, the focus this year has been on investment to optimise this part of the business and these tremendous results clearly speak for themselves.
“While unlocking that embedded value is important from a business perspective, the biggest win is the increased service and support we can provide to our clients, as well as the career opportunities we are able to offer to our talented team of advisers.
“This is absolutely a huge win all round and I couldn’t be more proud of what Gareth and his team have achieved this year.”
