Shift to proactive client care model delivers tangible business results
National brokerage Just Mortgages has reported a strong year for its client services division, with the business generating more than £500,000 in additional income and increasing client appointments by 37%.
The division, led by Gareth Lowndes (pictured left), has focused on enhancing customer re-engagement through operational investment and a larger adviser base. The company expanded its team of remortgage advisers from one to 13 across various regions, with two more working centrally and four awaiting authorisation. To support increased demand, the bookings team also grew by a third.
Client rebooking rates rose from 40% to 62%, signalling improved engagement with existing customers. The shift reflects a move toward more proactive servicing, where advisers offer broader financial reviews instead of solely focusing on remortgaging. Clients are either connected back to their original broker or continue working with the client services team for further advice.
This approach is intended to support wider financial needs, including credit issues, later life lending, protection, and wealth management. According to the company, the model also contributes to improved compliance with the Financial Conduct Authority’s Consumer Duty requirements by reducing customer risk and improving service quality.
“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,” said Lowndes, who was appointed sales director of client services last year.
“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.”
John Phillips (pictured right), chief executive of Just Mortgages and Spicerhaart, lauded the firm’s client services team for delivering strong 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,” he said.
“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.”
Just Mortgages’ employed division consists of over 150 advisers across the UK and is supported by senior leadership including divisional sales directors and chapter managing directors. The firm also operates a self-employed division with close to 500 advisers. Both arms receive ongoing support and training across compliance, marketing, and sales.
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