Internal Sales Manager in Watford

As Internal Sales Manager, Mortgages you will be responsible for managing a team of internal telephone‑based Business Development Managers, ensuring they are actively engaged in daily proactive outbound sales activity to our broker partners across clubs and network channels, and achieving their daily activity KPIs. The team will primarily focus on promoting our residential and buy to let mortgage products, while also developing a strong working knowledge of other West One lending products. This includes working with the Head of Intermediary Sale & Distribution to determine calling strategy and plans for the team, ensuring focus on business requirements.

Key Accountabilities

• Support and develop relationships with introducers to the residential mortgage division (mortgage introducers, clubs, networks, and packagers) to support delivery of new business targets and customer service SLAs.
• Speak to introducers and handle new business enquiries, including criteria and case submission queries.
• Assist broker partners with broker registration, case submission requirements and guidance on using our broker portal.
• Assist the TBDM team in dealing with enquiries and case management, coaching and supporting them towards delivery of sales targets.
• Handle case referrals where enquiries sit outside of standard criteria and be a point of approval for accepting exceptions.
• Monitor the outbound activity of the TBDM team to ensure delivery of KPIs and business targets.
• Monitor and track case pipeline and follow up with brokers where appropriate.
• Ensure reports/CRM systems are kept up to date, accurately recording discussions and activities in HubSpot and Fusion.
• Support general areas such as criteria updates, sourcing system maintenance and broker databases (e.g., marketing list).
• Identify sales opportunities for referral to an appropriate sales team member.
• Actively manage cases in CRM to keep the pipeline up to date and accurate.
• Produce ad‑hoc reports as required.
• Manage broker support assistants and TBDM’s to ensure delivery of KPIs, SLAs and business targets.
• Support the needs of the business as required.
• Keep up to date knowledge of competition and product criteria.
• Maintain knowledge of market and competitive environment to identify sales opportunities.
• Know wider Group products and criteria to identify opportunities for cross‑product sales.

Skills & Competencies

• In‑depth understanding of lending policy, criteria, and products across residential mortgages and buy to let mortgages.
• Develop the sales team to deliver training on our products, criteria and packaging requirements to new brokers and their teams.
• Detailed understanding of competitor products and criteria, feeding relevant information into the product development team.
• Maintain a CPD log of the general market, including market size, target market, first‑time buyer schemes, shared ownership, right to buy, standard and complex buy‑to‑let, market trends, product transfer market, conveyancing processes, cost of living, and landlord regulations.
• Deliver ongoing training, coaching and development of direct reports, ensuring compliance with our T & C scheme and documented performance reviews.
• Generate compliant training materials to support a consistent and structured approach to broker training.
• Understand regulatory requirements, including MCOB rules, new regulation implementation and Consumer Duty.

Knowledge & Qualifications

• Previous experience building relationships or supporting clients over the telephone is highly desirable.
• Previous experience managing a team to achieve KPIs and SLAs is desirable.

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.

Benefits

We offer a strong benefits package, including private medical healthcare, 25 days’ annual leave, paid volunteering days, and a host of additional benefits.