Job Description

Telephone Sales Manager Landbay is a customer-obsessed mortgage platform creating better ways to buy-to-let. Our vision is to be the go- to funding partner for the private rental sector. We bring together the right people & partners, harness our data and technology along with market expertise to deliver remarkable experiences to satisfy our customers, whatever shape or size their needs. Landbay is a fun place to work where everyone's goal is to work hard to ensure that our customers getgreat service, good products, and that Landbay succeeds. This is a great opportunity to work in a business that will provide you with exposure and knowledge that you would not gain working for a large institution. Landbay has a flat management structure where everyone pulls their weight, so your contribution will count every day. For more information about Landbay please visit our website: https://landbay.co.uk/about-us The Role: Lead, develop and optimise the Telephone Sales Support (TSS) function to deliver exceptional broker service, drive commercial growth, and support strategic sales objectives. This role ensures timely, high-quality broker engagement across all inbound and outbound channels, while evolving the TSS team into a proactive sales engine. Key Responsibilities Create a center of excellence for fist line broker support by effectively leading a team of Telephone Sales Support individuals Responsible for all TSS performing effectively and delivering genuine value to Landbay and their field-based BDM buddies Act as a buddy for field-based BDMs when required Manage daily service levels across all inbound channels (calls, email inboxes and live chat, etc.). To ensure timely and accurate broker responses. Monitor workflow and resource allocation to maintain optimal service levels. Partner with field BDMs and National Accounts to align TSS activity to growth priorities. Strategize and allocate outbound calling activity (new registrations, pipeline follow-up, reactivation of dormant brokers and other suitable sales opportunities). Adopt a data driven mindset and measure/ optimise TSS impact on broker activation, conversion and retention Collaborate with Marketing to follow up on campaigns, product launches, webinars and network activity to convert interest in to broker activity and engagement Act as the link between day-to-day service delivery and strategic sales execution. Produce weekly/monthly MI on inbound query volumes, resolution times, broker coverage improvements, pipeline conversion uplift from TSS activity Identify opportunities, trends and gaps to enhance broker lifecycle touchpoints and expand TSS contribution. Shift the team from reactive support to proactive revenue-driving activity. Lead process improvement initiatives relating to CRM use, enquiry handling and broker engagement. Ensuring accurate record keeping in CRM and other systems Act as an escalation point for any broker complaints Desired Skills & Experience Essential: Experience managing a sales or service team, ideally in financial services or broker-led environment. Strong coaching, performance management and people development skills. Proven ability to manage service SLAs and operational workloads. Data-driven decision-maker with strong MI/reporting capability. Ability to collaborate cross-functionally and influence stakeholders. Customer-focused mindset with commercial awareness. Location & Logistics The position is based in Victoria, central London, reporting to the Sales and Distribution Director. The role is currently a hybrid working role which will require 3 days in the office with the ability to work from home up to 2 days weekly. Benefits Participate in a regional on target earnings bonus scheme Regular Social events Generous holiday entitlement Generous pension scheme Health insurance Enhanced maternity/paternity leave Life Insurance Cycle to work scheme