Customer Services Manager, Mortgage Administration

• Jan 2023 - Present

Sales Operations Manager

• Jan 2022 - Jun 2023

I had a broad range of responsibilities across this role, including: * Managing the telephony sales team to support the sales team achieve sales targets for the business. The sales team trebled mortgage originations from £7 million in Jan 2022 to over £21 million by August 2022. * Accountable for the onboarding process of new firms to the business, ensuring that appropriate due diligence is completed * Subject matter expert for the business CRM database, Pipedrive, through taking ownership and developing the system for the needs of the sales department, despite having no prior working knowledge of the system. * Supported a number of projects within the business, acting as the voice of the sales department, ensuring that all change projects had no negative impact on the sales team * Business development - took ownership of a region in the absence of a Business Development Manager for South East England, acting as telephony support for brokers, answering criteria, product and registration queries. Successfully developed the region and contributed over £7 million of originations via telephony support only. * Responsible for reporting to broker clubs and networks to assist with developing the relationship with key 3rd party stakeholders * Developed Management Information to assist with internal reporting * Acted as a point of referral for Marketing to ensure communications with 3rd parties were accurate and timely, organising follow up telephony activity to enhance broker relationships and maximise sales opportunities Show less

Customer Services Manager, Savings Department

• Sep 2020 - Dec 2021

Managed the savings department, comprising of 15 FTE, some of whom worked remotely. Ensured that the department provided support to the retail network, processed payment files to customer accounts in accordance with regulations, responsible for managing the online messaging system for customers logging into the website and co-ordinating all external ISA transfers were completed within permitted timescales.

Senior Branch Manager

• Jan 2008 - Sep 2020

Mortgage Advisor

• Jun 2006 - Jan 2008