Telephone Account Manager

3 weeks ago

derby, United Kingdom Mortgage Advice Bureau Full time
Job Description

Permanent, Full-time (37.5 hours, Monday to Friday)

Hybrid working with 3 days in the office, 2 days working from home


About us

Mortgage Advice Bureau (MAB) PLC is the UK’s leading mortgage network. We’re experts in Mortgage and Protection advice, with over 200 awards and counting. We’re proud of our reputation in the industry and of our people, who continue to be the heart of MAB’s success.


About the role

MAB’s team of Telephone Account Managers (TAM) handle day-to-day queries on behalf of the field Sales teams and senior Sales Leaders. As a TAM you will be support key project deliverables and daily queries from our network of Mortgage Advisers and Businesses. Developing relationships, liaising with them regularly to resolve issues and answering queries in line with our excellent standards of service will support their continued success as an MAB business.


Key Responsibilities

  • Provide effective communication and handle day to day operational issues.
  • Develop relationships with MAB accounts and key stakeholders within their business.
  • Support the onboarding of new Advisers to MAB.
  • Be responsible for proactive follow up of any MAB current or new initiatives.
  • Maintain contact and agree actions with Regional Sales Directors.
  • Understand MAB central functions and develop relationship with all head office members of staff.
  • Maintain contact with Regional Sales Directors to confirm any feedback and action plans.
  • Have a full understanding of all key projects including delivery programme, providing feedback from proactive call out plans.
  • Have marketing and brand awareness, assist in implementation of any marketing campaigns.


About You

Full training will be provided to ensure you can quickly get up to speed, but to be successful in this role you need to demonstrate:


  • Great interpersonal skills with the ability to build rapport quickly with customers and external stakeholders.
  • You’ll have a Customer Service/Account Management background.
  • A professional approach with the ability to influence at all levels.
  • Exceptional communication skills, both written and verbal
  • A confident telephone manner with good objection handling skills.
  • You’re self-motivated with a positive attitude.
  • The ability to work to challenging targets and deadlines and to maintain the quality of results whilst under pressure.


Everyone is Welcome

At MAB we value different experiences and perspectives which adds diversity and value to our culture. As an equal opportunities employer, we are committed to creating an environment where everyone feels welcomed, included and heard for who they are. We aspire to have a diverse and inclusive workplace and strongly encourage applicants from a wide range of backgrounds to apply and join us.


We are committed to reducing barriers in every stage of our recruitment process so everyone feels they can bring their best self when applying for new opportunities at MAB. If you’d like to hear how we can support you by adjusting our process, from application to interview and onboarding, please contact


Please submit your application as soon as possible as we reserve the right to close this vacancy at any time.


We are not accepting speculative CVs from recruitment agencies for this role and will only engage agencies on our PSL when required.

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