The Acorn Group is London’s largest independent multi-brand estate agency. We offer our clients the best brands, with the best people, in the best locations.

About The Acorn Group


Client Services Specialist

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Client Services Specialist

The Acorn Group is one of London and Kent’s most successful and ambitious property companies. Incorporating Acorn, Langford Russell and John Payne Estate Agents, we now have 35 offices and 10 Divisions. Start Financial Services provides specialist mortgage and protection advice for the Acorn Group.

The Client Services Specialist role will involve working within the Start Financial Services Department liaising with clients from the whole of Start Financial Services and The Acorn Group database to offer to assist them with their Mortgage, Protection and General Insurance needs.

To make all customers aware of the other services provided by the company and securing appointments and leads to the Financial Advisors and insurance consultant. 

 General duties:

  • Answer all emails and calls internal/external in a timely manner
  • Manage you time efficiently to ensure that all aspects of the job are completed within the given timescales
  • Communicating professionally with customers by telephone, email, letter and face to face
  • Acting as an overflow for the administration team during their monthly meetings
  • Monitoring the brokers diaries, providing management with a list of brokers that are working on Saturday and their appointment figures
  • Ensuring that emails are sent to the relevant branches when their broker is on annual leave to remind them of the holiday cover procedure
  • Liaising with new starters and arranging training sessions for all new starters at The Acorn Group
  • Keeping in touch with Business Development Managers from our panel, ensuring that they are booked into the diary for a face to face in house refresher with Brokers every quarter
  • Learning about our organisation's products or services and keeping up to date with changes
  • To pass leads to Stonebridge (our regulators) for services we are not licensed to sell
  • To be responsible for supporting the culture of Treating Customers Fairly

 Client retention:

  • Produce reports on a quarterly basis to identify all mortgages/insurance policies that are due for renewal over the following 6 months
  • Working from this retention database contacting our clients to offer to arrange advice for their financial needs
  • Updating all client files to ensure the broker is provided with accurate information and identifying any changes in circumstances that may warrant a different approach or be a cause for concern
  • To book appointments for the retention team and the front end brokers, using the outlook diary system
  • Recording and managing all leads passed over to ensure that the client is continually updated
  • Ensure that leads are distributed evenly between each member of the team
  • To manage and increase the client retention database
  • To put review dates into the computer system (Revolution) to contact a client in the future when their current policy/s come to an end
  • To identify opportunities to maximise revenue through life and protection insurance

 Lead generation:

  • Maintain regular contact with each branch to ensure that lead generation is being maximised and report these figures to your line manager each month
  • Regularly updating branches of the referral process so that leads can be monitored and distributed evenly between the team
  • Booking appointments in for the brokers using the outlook diary system
  • Providing confirmation to the client that an appointment has been booked whilst ensuring that any necessary documents are requested prior to the meeting
  • Conducting a basic fact find to ensure that the brokers have as much information as possible in regards to the clients circumstances
  • Pre-screening leads to ensure that we are able to assist and passing the lead to who is best to assist them
  • Use the Start Financial Services computer system (Revolution) to add client’s details and notes and supporting documents
  • To secure leads for The Acorn Group and pass these leads to the relevant person or Department
  • Following up phone calls and leads using a diary management system, where necessary
  • To reach monthly target’s set for calls made, policies sold and leads passed
  • Uploading accurate file notes to the Start computer system of discussions or correspondence with customers

 The ideal candidate will have:

  • An entrepreneurial approach to business
  • Experience of working in a target-driven, customer-focused environment
  • An aptitude for sales
  • Business development skills
  • Ability to work on own initiative and as part of a team
  • Excellent interpersonal skills
  • Motivation, drive and determination
  • Ability to build and nurture trusted relationships at all levels
  • Commitment to service standards
  • A commitment to learning and to self- development

Salary: £16,000-£20,000 Basic with OTE of £30,000

Hours: 8.30am to 6pm – (Monday to Friday, you may be required to work Saturdays if needed, with a day in the week off)


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1 Sherman Road, Bromley, Kent BR1 3JH