Suzanne Huxtable (Client Support Manager)

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Suzanne Huxtable

Client Support Office Manager

As Client Support Manager, I keep mortgage applications moving by coordinating with mortgage lenders and solicitors on our clients’ behalf. My background is in completions, so I understand the legal side of a purchase and where applications tend to slow down. My job is to make the process to homeownership as straightforward and stress-free as possible for every client.

Industry Details

My area of knowledge lies heavily on the solicitors side. I spent many years dealing with completions and solicitors so I have a strong understanding of how they work and their time frames etc. Any legal queries will still need to be put to the solicitor in the first instant but if I can help answer a question here and there then I will certainly do my best to help answer it. Apparently according to the bosses I’m like a bulldog, I won’t let anything go!!

Professional Experience

Current Role: Our role of a client support manager is to ensure a smooth process for our clients from application stage all the way through to picking up the keys to their new home or completing their remortgage. We know that this can be a stressful time,especially if you are a first time buyer so we like to make the process as smooth as possible for you, in doing that we will deal with the lenders, estate agent and solicitors, to help speed up the process for you so that you can complete in a timely manner. We will do all that we can to help make the process as straightforward as possible for you. The job can be very intense at times…..We do a lot of work in the background that clients don’t tend to see

Previous Roles: My previous roles included a Completions Manager for another mortgage broker, I was with that company for 9 years so gained a vast amount of knowledge in regards to the solicitors side of the process. Prior to that I worked for another mortgage broker, doing the same job. And before that I worked for 3 financial advisers so my role covered all aspects of financial advice and planning not just mortgages. Before I got into mortgages I worked in personal lines insurance so I know a thing or two about home insurance as well.

Suzanne’s Personal Interests and Hobbies

Outside of work, I enjoy exploring nature on long walks with my beloved dog, finding it a refreshing contrast to my busy professional life.

Questions & Answers

Why did you choose a career in mortgages?

I didn’t choose to work in mortgages, mortgages chose me! I was arranging my own mortgage and the broker I was using, had put my application through a packaging company and I decided to drop the paperwork off myself and when I was there, I asked them if they had any evening jobs going (I had just returned from maternity leave so I just wanted a little part time job in the evenings) it just so happened that they did have a role and I have never looked back since.

What do you find most rewarding about your work?

The most rewarding thing about this job is seeing a client who thought they didn’t stand a chance of getting a mortgage, picking up the keys to their new home.

How do you approach working with new clients?

Once your adviser has submitted your application, they will hand you over to me to see you through to completion. I will introduce myself and from that point on I will be your point of contact, so any queries, worries, or questions, just ask! No question is too silly… the only silly question, is one you don’t ask so please don’t hesitate to contact me.

Case Studies from Suzanne

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Case Study 1

Swift Solutions: Securing a Mortgage in the Nick of Time for a First-Time Buyer

I recently worked with a First Time Buyer whose mortgage offer had been withdrawn by the lender two days before he was due to complete. With lots of phone calls and hard work, I managed to get the mortgage offer put back in place and completion went ahead. The client was obviously very stressed and upset but with hardwork and determination I got him into his first home and he was beyond grateful.

Case Study 2

Navigating Complexity: Securing Dual Buy-to-Let Mortgages for a Complicated Case

In my role as Client Support Manager, I focus on facilitating smooth interactions between our clients and various parties involved, such as lenders and solicitors. This was crucial when I recently assisted a client with securing two buy-to-let mortgages under challenging circumstances. My responsibilities included keeping all parties updated, ensuring that both lenders and solicitors had the necessary information to proceed efficiently. Through diligent coordination and communication, I helped the client navigate through the complexities of their mortgage applications, contributing to a successful outcome with minimal stress.