Just Mortgages has reported over £500,000 in extra income for its client services team and a 37% rise in client bookings over the past year.
Led by Gareth Lowndes (pictured), sales director at Just Mortgages, the team has expanded its remortgage advisers from one to 13 across all regions, with two more based centrally and four others awaiting authorisation.
The booking team has also grown by a third to manage increasing demand.
The division now sees 62% of all existing clients booked back in, up from 40%.
The approach has shifted from reactive to proactive client care, turning remortgage conversations into full financial reviews and tailored advice.
Lowndes said: “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.”
Lowndes added: “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, CEO of Just Mortgages and Spicerhaart, said: “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.”
Phillips added: “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.”
