Director / Mortgage & Protection Adviser at Abode Brokers Ltd (2018-01 – Present)
- Manage the end-to-end customer journey for mortgage and insurance clients, from first enquiry and fact-find through recommendation, application, completion and ongoing relationship management.
- Handle a high volume of inbound and outbound telephone conversations, building rapport quickly, identifying needs, overcoming objections and agreeing clear next steps.
- Generate business independently through client relationships, referrals, networking and follow-up activity rather than relying solely on supplied leads.
- Complete approximately 120 client applications per year and maintain an approximately 90% conversion rate from qualified opportunities.
- Manage appointment booking, diaries, customer updates, administration, reports, data entry and detailed records while working to regulatory and service standards.
- Handle complaints, sensitive financial information and challenging customer conversations professionally, while explaining complex products and processes in straightforward language.
- Run day-to-day company administration and work independently from a dedicated home office, maintaining productivity without direct supervision.
Mortgage Adviser / Financial Services Roles at Including Which? Mortgage Advisers (2009 – 2017)
Built a broad financial-services career in customer-facing mortgage advice roles before establishing Abode Brokers.
- Managed telephone and face-to-face customer enquiries, assessed client requirements, provided regulated recommendations and progressed cases through to completion.
- Worked in target-driven environments requiring accurate record keeping, strong follow-up, confident telephone communication and consistently high customer-service standards.
- Developed extensive experience in sales conversations, needs analysis, objection handling, customer retention and communicating detailed information clearly.
Section Manager at John Lewis & Partners
Approx. 3 years - earlier career
- Managed colleagues and day-to-day department activity in a customer-focused retail environment.
- Supported, trained and coached team members, monitored performance and helped maintain high standards of service.
- Resolved customer queries and escalations, handled difficult conversations and balanced customer outcomes with commercial objectives.
