Which locations and how many advisers and broker firms do you cover in your role at Gen H?
I’m a telephone BDM for the Midlands and East regions, covering around 3,000 brokers in 1,100 firms. I never have time to get bored.
What personal talent/skill is most valuable in doing your job?
Honesty, compassion and a genuine desire to help both brokers and their customers. Buying or selling a home is a significant life event, and I try to be a partner in that process.
What personal talent/skill would you most like to improve on?
At the moment, being fairly new to Gen H, my focus is on becoming an expert in what we do and how we do it.
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I’ve attained a lot in the last few weeks – I’ve passed my criteria exams with flying colours, thankfully – but it’s a very different place to anywhere I’ve been before and I like to know things inside out and backwards.
What’s the hardest part of your job?
It’s the logistical bit. Diary planning and booking appointments can be so tedious, but it’s a necessity so I can do the bit I love, which is getting to know the advisers so we can work together to help their clients.
What do you love most about your job?
The people, both internally and the advisers on my patch. It’s lovely getting to know people and working together to help people into their homes or keep their homes when life throws them a curveball.
While I am not directly homeowner-facing, I always feel a sense of reward when we find a way to help. I’m lucky to have a super supportive team here at Gen H – everyone will work with you to try and find a way to say yes to a case, and nobody ever minds being asked for their opinion.
Are there any (popular) misconceptions about your job/role?
Many people think it must be boring answering the same questions every day, but it really isn’t.
Every client is a real person with real hopes and worries. Every case and client is different; every broker firm is different. This means every case that comes across my desk is an opportunity to positively impact someone’s life.
Over the last 30 years in the industry, I’ve met some fabulous advisers and come across some very interesting cases. It’s also wonderful to watch people’s careers and businesses grow. I’ve been proud to know some people since they started out as trainees, and now I see them working as senior managers.
What’s the best bit of career-related advice you’ve ever been given? Who gave it to you?
I’d have to say there are probably three pieces of advice that stick with me:
- Simply treat everyone how you would like to be treated yourself – this was from my first boss at my Saturday job in the local Happy Shopper village store when I was 15. He was right!
- Always smile when you pick up the phone, no matter how your day is going or what your previous conversation was – that was from Sally Laker at Mortgage Intelligence. She was my managing director when I first came into the intermediary market and hugely shaped my career. This is a small trick, but it helps me make sure I’m bringing optimism and clarity into my next call.
- Always think about the next question that will arise from the answer you’ve just given – that was from my fellow BDM, Laura Underdown, at HSBC. Every case has its nuances – it’s never ‘one and done’. Trying to anticipate what the adviser might ask next also helps me identify other opportunities to help.
What has been the biggest lesson you’ve learned in your career?
Be honest and be yourself.
