Head of Internal Sales in Watford

The Head of Internal Sales is responsible for the day to day management and development of the internal sales function. Direct line management of a team of internal Telephone Business Development Managers, ensuring they are actively engaged in proactive outbound and reactive inbound sales activity daily to our broker partners and introducers, achieving their daily input KPI’s and sales targets. The role oversees the Sales Admin function and has direct line management responsibility for the Sales Admin Team Leader. Training, coaching and developing the team to achieve and exceed business objectives – across bridging, commercial and development finance products.

Key Accountabilities

• To manage the internal sales division – both TBDM team and Sales Admin.
• To ensure their behaviours and activities support the delivery of new business targets, KPIs and customer service SLAs.
• Working with Short Term Operations Manager to ensure MI and all other data required to do and develop the role is obtained and delivered to the Sales Team.
• Supporting the TBDM team in dealing with enquiries and case management including coaching and support towards delivery of sales targets.
• Performance management and KPI setting for TBDMs/Sales Admin for ongoing career development.
• Handling case referrals where enquiries sit outside of standard criteria and being a point of approval for accepting exceptions.
• Monitoring and tracking case pipeline and ensuring teams are following up with brokers where appropriate and ensuring that the CRM system is kept up to date.
• Work with the marketing team to identify sales opportunities from warm leads and campaigns for referral to an appropriate TBDM.
• Liaising with product teams to provide regular competitor analysis to the internal sales teams to identify sales opportunities and USPs for our products.
• Knowledge of the general mortgage market, trends, and news.
• Up-to-date knowledge of West One products and criteria.
• Ensure knowledge of wider Group products and criteria to identify opportunities for cross-product sales.
• HubSpot Champion.
• Train new team members on HubSpot CRM in line with company user guide.
• Monitor usage and ensure best practice for accurate MI.
• Manage reporting and dashboards for product areas.
• Troubleshooting and support to users.
• Ensuring data accuracy and integrity.

This list is not exhaustive and the duties are liable to change from time to time in line with the needs of the business.

Skills & Competencies

• Team player.
• Self-motivated.
• Good communication skills essential for dealing with brokers and borrowers.
• Proactive.
• Logical and organised.
• Problem solver.
• Approachable.
• Sales management.
• Achievement of targets, SLA’s and KPI’s.

Knowledge & Qualifications

• Previous experience of building relationships or supporting clients over the telephone would be highly desirable.
• Previous experience of managing a team to achieve KPI’s and SLA’s.

Personal Attributes

• Personnel management.
• Ability to motivate others to achieve targets and goals.
• Excellent communication skills.
• Resilient and flexible.
• Team Player.
• Approachable and self-motivated.
• Proactive and able to identify and highlight areas of opportunity or improvement and advise on actions required.
• Ability to meet and exceed targets.
• Robust and comfortable working under pressure.

Why Join Us?

At West One Loans, we’re growing fast and looking for ambitious people who want to be part of our exciting journey. We’ll give you the tools, training, and support you need to succeed, while offering clear opportunities to progress your career. Alongside this, we offer a strong benefits package, including private medical healthcare, 25 days’ annual leave, paid volunteering days, and a host of additional benefits. If you’re ready to build your career with a Specialist Lender and make an impact - click apply today!