Case Manager

Are you interested in joining an award-winning company with plenty of opportunities for personal development and lots of fun along the way? Find out a bit more about what we do and the vacancies we currently have.

Location: Bath and Newcastle Upon Tyne


L&C Mortgages is the UK’s leading fee free mortgage and protection broker, winning over 160 industry awards since 2002.

Right now, we’re growing our business and expanding the team by taking on Case Managers. This is your chance to be a part of that growth. Working very closely with our Mortgage Advisers, you’ll be responsible for processing each mortgage application and managing customer cases through to completion in a timely and efficient manner, using a wide range of skills including written and oral communication, administration and risk management. Our team is driven to ensure that customers’ expectations are managed throughout the process and to provide a high level of service. You’ll perform your role in line with L&C’s regulatory Policies and Procedures which seek to ensure our service is compliant, resulting in good outcomes for our customers while maintaining the reputation of our brand.


The role

As a Case Manager you’ll be responsible for:

  • Liaising between customer and lender to ensure the customer receives the mortgage offer efficiently.
  • Proactively managing mortgage and life cases and completing all administration in a timely and accurate manner.
  • Ensuring excellent customer service is maintained throughout the whole process.
  • Answering written or verbal enquiries promptly, professionally and with courtesy to meet and exceed customer expectations, and maintain the positive reputation of the company.
  • Proactively chase applications through to completion, updating all parties (customer, estate agent, solicitor, builder, mortgage adviser and lender).
  • Processing all assets within the set timeframes.
  • Handling client documents in a complaint manner that’s aligned with GDPR.
  • Accurately tracking and taking notes on all actions and communications on an event log.
  • Managing and prioritising own workload and diary to ensure timeframes and deadlines are met, while achieving targets for accuracy, quality, volume and agreed service levels.
  • Creating, maintaining and enhancing working relationships with both internal and external stakeholders such as advisers, lenders and solicitors.


FCA Certification Regime & Conduct Rules

L&C is regulated by the Financial Conduct Authority (FCA) and is classified as an “Enhanced Firm” under the Senior Managers and Certification Regime (SM&CR). This role will fall into the “Conduct” element of the regime, meaning you’ll be personally subject to the 5 FCA Conduct Rules if successful in your application. You may already be aware of these but don’t worry if not. If successful in securing an interview a detailed explanation will be given, and if you’re offered the role, training will be provided.



About you

At L&C we care about our customers. We’re looking for individuals who are self-motivated, extremely well organised and have an excellent telephone manner and communication skills, both written and verbal. Ideally, you’ve had previous experience in a customer service or administration role. You’ll need to be able to work both as part of a team and on your own, and deliver a high level of customer service. We require a minimum of 6 GCSEs or equivalent with a minimum of a C grade in Maths & English.



Why join L&C?

At L&C we treat each other with respect and equality. We want all our employees to excel in their roles and so focus on providing a high standard of training and promote professional development and progression opportunities within the company.



company values