Which locations and how many advisers and broker firms do you cover in your role at Family Building Society?
I cover the home counties region, including St Albans, Hemel Hempstead, Luton, Milton Keynes, Peterborough, Reading, Slough, Swindon, Guildford, and Sutton. Within this area, I work across a broad network of advisers and broker firms, supporting all partners operating in the region.
What personal talent/skill is most valuable in doing your job?
I would say one of the most valuable skills in my role is strong people skills, combined with good judgement. The ability to build trust, understand individuals’ needs, and communicate clearly is essential when guiding clients through important decisions. Alongside that, having a well-developed instinct helps me navigate more complex or uncertain situations, allowing me to respond confidently and make sound, balanced decisions.
What personal talent/skill would you most like to improve on?
One area I would like to continue improving is the ability to say no when necessary. In this role, you naturally want to help and say yes, particularly because mortgages are such an emotional journey, not just for the client but also for those supporting them. However, I’ve learned that setting clear boundaries and being honest when something isn’t the right outcome is just as important. It’s about balancing empathy with professionalism and ensuring that, even when the answer isn’t what someone hopes for, it’s delivered with clarity and care.
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What’s the hardest part of your job?
One of the hardest parts of my role is the uncertainty around market conditions. Without having complete visibility of how things will change, it can be challenging to give absolute certainty. However, it’s also what makes the role so important being able to guide clients through that uncertainty with informed advice, clear communication, and a steady approach.
What do you love most about your job?
What I enjoy most about my role is the opportunity to connect with people and genuinely make a difference. Understanding their needs and helping them find the right solutions is incredibly rewarding. Building that level of trust is key, and it’s especially satisfying when clients come back or recommend me to others – it shows the value of the relationship and the impact of the support I’ve provided.
Are there any (popular) misconceptions about your job/role?
A common misconception is that the role mainly involves quick conversations and a relaxed working lifestyle. It requires a significant level of responsibility, attention to detail, and the ability to manage complex situations. Much of the work happens behind the scenes, ensuring everything is in place to deliver the right outcomes for clients.
What’s the best bit of career-related advice you’ve ever been given? Who gave it to you?
The best career advice I’ve received came from my grandfather, who I was very close to. He always told me to treat people the way I would want to be treated, because you never know, the person you’re speaking to today could be your future boss. It’s something that has stayed with me throughout my career and has shaped how I build relationships, approach conversations, and maintain professionalism in every situation.
What has been the biggest lesson you’ve learned in your career?
The biggest lesson I’ve learned in my career is that trust is everything. When you build genuine, lasting trust with people, they not only rely on you in the moment but come back to you time and time again. It’s the foundation of strong relationships and long-term success in this industry.
How do you keep up to date with developments in the market?
I stay up to date by regularly reading industry articles and keeping an eye on insights shared across LinkedIn. I also follow trusted commentators like Martin Lewis for clear, practical updates on market trends.
What is the most quirky/unique property deal you’ve been involved in?
One of the more unique cases I’ve been involved in was an inheritance-related situation, where multiple family members were involved in the decision-making process. Very late in the transaction, there was a significant change of mind, which created both emotional tension and a risk to the deal progressing. At that point, my role extended beyond the technical side of advising. I had to step in more as a mediator helping to navigate the different perspectives, manage expectations, and bring everyone back to a position where decisions could be made constructively.
By maintaining a calm, balanced approach and focusing on clear communication, I was able to help guide the situation back on track and move the case forward. It was a great example of how, in this industry, success often relies just as much on managing people and emotions as it does on technical expertise.
Tell us about your trickiest case – what happened and how did you resolve the problem(s)?
One of the most challenging cases I handled involved an adviser contacting me in significant distress after an offer extension had not been successfully submitted to head office. As a result, the client’s completion was at risk of falling through at the last moment. The situation was highly pressurised; the clients had already packed their belongings, their possessions were in moving vans, and they effectively had nowhere to go. Understandably, emotions were running very high and the adviser was dealing with a very difficult conversation.
I immediately took ownership of the situation and drove to the clients myself. To stabilise things, I arranged for the removal company to securely hold their belongings for an additional day, organised accommodation for the family, and ensured they had somewhere to eat that evening. At the same time, I worked internally to resolve the issue so that the purchase could proceed as quickly as possible. Thankfully, the matter was resolved, and the clients were able to move into their home the following day. While it was a very challenging experience, it reinforced an important lesson that mistakes can happen, but it is how you respond, take accountability, and support your clients during those moments that truly defines the service you provide.
What was your motivation for choosing this career?
My motivation for choosing this career is deeply personal. I lost my uncle to cancer at the age of 42, and at the time, he had three young children under the age of 12. Unfortunately, no one had spoken to him about life cover, and seeing the impact that had on his family stayed with me. That experience made me realise how important those conversations are, even though they can often be difficult or overlooked. It gave me a strong sense of purpose from a young age and motivated me to pursue a career where I could help others protect themselves and their families, especially with their homes.
As soon as I was old enough to start my career, that’s exactly what I set out to do ensure that people are better informed and better prepared for the unexpected.
If you could do any other job in the property sector, what would it be and why?
If I were to pursue another role within the property sector, I would be particularly interested in adviser recruitment. Having started my own career in the industry at the age of 17, I am passionate about raising awareness of the opportunities it offers.
I believe there is a real opportunity to engage more young people earlier, particularly at secondary school level, to showcase this as a credible and rewarding career path. Too often, it’s overlooked in favour of more visible or trend-driven ambitions. I would find it very fulfilling to help attract and develop new talent, ensuring the industry continues to grow with driven and capable individuals.
What did you want to be growing up?
Growing up, I always wanted to be a lawyer – I was very good at winning arguments at home. My mum still says I have a way with words and a natural ability to make my case, which she thought would have been perfect for that career.
Although I didn’t go down that route, I think those skills have stayed with me and now show up in how I communicate, influence, and build relationships in my role today.
How do you think your job will change in five years?
Over the next five years, I expect my role to become more strategic in response to increasingly complex client needs. While processes and tools will continue to evolve, the role will remain fundamentally relationship-driven, with human interaction at its core. Greater efficiency in accessing and interpreting information will support quicker, more informed decision-making. However, the ability to understand individual circumstances and apply judgment will remain essential, particularly as client situations become more varied and dynamic.
Overall, I see my role developing towards delivering more holistic, forward-looking advice while maintaining a strong emphasis on personal engagement.
If you could have one superpower, what would it be?
I would choose telepathy. The ability to understand what people are really thinking or feeling would make communication far more effective and allow me to reach solutions more efficiently. It would remove a lot of ambiguity and help ensure that I’m responding in exactly the right way.
I also think it would be invaluable on a personal level, particularly as a parent. Children can sometimes be difficult to read, so having that extra insight would certainly make life easier and help me support my son in the best possible way.
What do you do to unwind?
To unwind, I like to stay active and keep a good balance between exercise and downtime. I’m a regular at the gym and really enjoy reformer Pilates, as it helps me reset both physically and mentally. I also spend a lot of time outdoors walking my cockapoo, Raffi, which is a great way to switch off. Beyond that, I value quieter time, particularly relaxing with a film and spending quality time with my son Jack. It’s that mix of activity and family time that helps me recharge.
What is your greatest skill(s), either work- or non-work-related?
I would say my strongest skills are emotional intelligence and adaptability, both of which underpin how I build relationships and navigate complex situations. I have a strong ability to read people, understand different perspectives, and respond in a way that builds trust and confidence. This allows me to handle sensitive conversations effectively and tailor my approach to everyone.
On a personal level, raising my son with special educational needs has significantly strengthened these qualities. It has developed my resilience, patience, and self-awareness, and given me a deeper understanding of how to adapt to changing circumstances. I’ve learned to stay composed under pressure and approach challenges with a solutions-focused mindset. These experiences have had a direct impact on my professional performance, enabling me to connect more meaningfully with clients and manage complexity with confidence and empathy.
And finally, what’s the strangest question you’ve ever been asked?
Probably the strangest question I’ve been asked came via a dating site. It was unexpected, but it highlighted the importance of staying adaptable and composed qualities that are equally valuable in my professional life. And no… I will not reveal what the question was.
