Job Description

Are you looking to make a real difference-not just at work, but in the world? At Heron Financial, we're more than award-winning mortgage brokers. We're a proud Certified B Corporation committed to using business as a force for good. We're growing, and we want you to be part of our journey!

Role Summary

You'll lead our initial contact and client engagement process, ensuring every new enquiry is handled with professionalism, warmth, and efficiency. You'll manage a small team, refine onboarding workflows, and ensure high-quality handovers to our mortgage advisers. This is a hybrid role combining day-to-day team leadership, hands-on client communication, and strategic input to improve conversion and client satisfaction.

You'll also play a key role in supporting our introducers (e.g. housebuilders, estate agents, employee benefit platforms), maintaining strong communication and high standards that reflect our shared values and commercial agreements. This role is both client-facing and introducer-facing, requiring exceptional interpersonal and organisational skills.

Key Responsibilities:

Lead & Manage the Onboarding Team: Oversee daily performance, support team members, and ensure SLAs are met. Client Contact Management: Personally handle high-priority or complex enquiries; ensure all leads receive timely and professional first contact. Workflow Optimization: Develop and refine onboarding processes in line with our CRM Everglades and clear communication protocols. Data & Reporting: Track lead sources, response times, conversion rates, and report trends to Sales Director, Business Development Team, Mortgage Advisors and in certain instances introducers for strategic planning. Client Experience Champion: Work closely with advisers to ensure seamless handovers, reduce friction, and enhance the client journey. Team Training & Quality Assurance: Coach onboarding staff on communication, compliance, and customer service best practices as well as training new recruits into the team. Service Standards for Introducers: Uphold and exceed service-level agreements (SLAs) with introducers, adapting onboarding workflows to meet their specific needs or preferences. Enhance Protection Conversion: Work closely with advisers and the protection team to ensure early-stage conversations highlight the importance of protection, setting clear expectations and increasing client uptake. Support Protection Education in Onboarding: Integrate protection awareness into the onboarding process, positioning it as a core part of the mortgage journey and contributing to overall protection conversion rates.

Requirements:

Proven experience in a client-facing role within financial services or mortgage industry. Excellent verbal and written communication skills. Strong organisational and CRM/database management skills. High attention to detail, especially around compliance and client data. A client-first mindset with the ability to balance efficiency and empathy. CeMap qualified with previous experience of mortgage and protection advice

Nice to Have:

Previous experience managing or supervising a team. Proven experience working with Introducers (in particular housebuilders).

What's In It for You:

Reports To:

Sales Director

Holiday:

28 days (inclusive of Bank Holidays) + Birthday Day Off

Training:

Full Training Provided Supportive team environment Competitive salary & benefits Access to Employee Assistance Programme (EAP) A truly purpose-driven workplace where your efforts contribute to positive social and environmental change A space where you can truly be yourself Exceptional growth opportunities within a dynamic and rapidly growing business. You will be supported through full training and development as you build a meaningful career in a purpose-led organisation

Why Heron Financial?

Purpose-Driven Culture

: As a Certified B Corporation we're recognised for meeting the highest standards of social and environmental responsibility. We believe in making a positive impact for our clients, our community, and the planet.

People-First Environment:

Our founders believe in nurturing talent through mentorship, excellent training, and genuine support. We invest in our staff and celebrate every team member's growth and achievements.

Inclusive & Supportive Team

: Expect a friendly, approachable culture-no "black suits" or stuffy corporate vibes. We foster diversity, inclusion, and personal development, with opportunities to get involved in charity work, environmental projects, and more.

Innovation at Heart

: We embrace technology to simplify processes and improve client experiences, always staying ahead in a fast-changing industry.

Recognition & Reputation:

With over 2000 five-star reviews across Google and Trustpilot reviews, our reputation is built on long-lasting relationships and a commitment to making a difference.

Equal Opportunities Statement

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Corporate Social Responsibility (including ESG - Environmental, Social & Governance)

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At Heron Financial, we are committed to upholding high standards of Corporate Social Responsibility (CSR). We believe in conducting business in a sustainable, ethical, and socially responsible manner. As such, all employees actively contribute to making a positive impact on our culture that values integrity, transparency, and community.

Job Types: Full-time, Permanent

Pay: 32,000.00-35,000.00 per year

Benefits:

Casual dress Employee mentoring programme Paid volunteer time
Schedule:

Monday to Friday
Application question(s):

Do you have proven experience in a client-facing role within financial services or mortgage industry?
Work Location: In person

Application deadline: 27/07/2025
Expected start date: 01/09/2025