Which locations and how many advisers and broker firms do you cover in your role at The Stafford Building Society?
I cover all of England and Wales. I work with around 10 of our core broker firms, as well as managing relationships with all the mortgage clubs and networks.
What personal talent/skill is most valuable in doing your job?
The most valuable personal skill in my role is the ability to build and nurture strong, trust-based relationships. As a national account manager, I act as the link between The Stafford Building Society and our key intermediary partners, so my success depends on understanding their needs, aligning our offerings, and fostering long-term collaboration.
What’s the hardest part of your job?
The hardest part of my role is when cases go wrong. Because we manually underwrite, we have the flexibility to look at each case individually, and we always try to find a way forward. That’s a real strength of our process, but it also means we need to be thorough, responsive, and creative under pressure. I take pride in working closely with our underwriting team to resolve issues, but despite our best efforts, there are times when unexpected challenges arise, such as delays, miscommunication, or something slipping through the cracks. These moments can be frustrating, especially when they impact brokers or customers who are relying on us.
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What do you love most about your job?
The people. I genuinely enjoy working with a wide range of colleagues and brokers, and the relationships we build are what make the role so rewarding. Even during busy or challenging periods, there’s a strong sense of teamwork, and we always manage to share a laugh along the way. That human connection is what makes the job both enjoyable and meaningful.
Are there any (popular) misconceptions about your job/ role?
“It’s just a sales job.” Many people think business development managers (BDMs) are purely sales-driven, but the role is far more strategic. It involves relationship-building, market analysis, product positioning, and long-term growth planning, not just hitting monthly targets.
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 ever received is to do something you genuinely enjoy. When you’re passionate about your work, it doesn’t just show in your performance; it fuels your resilience, creativity, and drive to grow. Enjoyment doesn’t mean every day is easy, but it does mean you’re more likely to stick with it and push through challenges.
What has been the biggest lesson you’ve learned in your career?
Do not take it personally when someone vents about a decision. Early on, I used to feel as though I’d done something wrong, but I’ve learned they’re not upset with me; they’re frustrated with the outcome. I’m their go-between, not the decision-maker. Now I listen, empathise, and do what I can to help.
How do you keep up to date with developments in the market?
I stay up to date with market developments through LinkedIn and a mix of trusted media sources. It’s key in this role to keep on top of what’s going on.
What is the most quirky/unique property deal you’ve been involved in?
I see a fair share of unusual properties thanks to our flexible criteria, but one recent case really stood out. The applicants were purchasing a sprawling 42-acre estate that included:
- A main house with an annexe
- Two holiday chalets
- A detached bungalow that they planned to rent out
- A small campsite with five pitches
It was a bit like underwriting a miniature village. With multiple income streams, mixed-use elements, and a hefty land footprint, it was certainly a complex deal, but it ticked all the right boxes for us. It’s a great example of how we thrive on the unconventional and can make things work where others might hesitate.
What was your motivation for choosing this career?
Honestly, I kind of fell into it. I started out as a mortgage adviser and then moved into broking, which gave me a solid grounding in the industry. When I joined The Stafford Building Society as a mortgage adviser and manager, I found myself wearing many hats, reflecting the hands-on, collaborative nature of the society. Over time, it became clear that if we wanted to grow and bring in more business, we needed to build out our broker proposition. I saw the opportunity and took the lead in setting up that side of the business. That’s how the BDM role and the department came to life.
If you could do any other job in the property sector, what would it be and why?
I’d go back to being a mortgage broker. It’s a role I genuinely enjoyed because it gave me the chance to help people at one of the most important moments in their lives: buying a home. There’s something incredibly rewarding about guiding someone through that process, especially when it’s complex or stressful, and helping them find the right solution.
What did you want to be growing up?
I always wanted to be a chef. I loved the idea of getting creative in the kitchen and making something people could enjoy. Plus, who doesn’t love good food? I didn’t end up going down that path, but I still enjoy cooking.
Where do you see yourself in five years?
Still at the mutual. I’ve grown here, helped shape parts of the business, and I’m invested in its future. Whether it’s expanding our broker network, developing new propositions, or mentoring others, I see myself continuing to contribute and evolve with the organisation.
If you could have one superpower, what would it be?
I’d love to be able to fly. The freedom to go anywhere, any time, and skip the traffic and travel delays sounds incredible.
What do you do to unwind?
I like to unwind by staying active, whether it’s fitness classes, weight training, or anything that gets me moving. I used to be really into running and even completed a few marathons, but over time, I fell out of love with it. These days, I prefer a bit more variety.
What are your desert island discs?
It would always have to be something by Robbie Williams, I have loved him since Take That days!
What is your greatest skill(s), either work- or non-work-related?
Hands down 80s and 90s music knowledge! I love a good pop quiz.
And finally, what’s the strangest question you’ve ever been asked?
Not quite a question – more of a dramatic interruption. I was mid-call with a broker when he suddenly said: “I’ve got to go, my dog’s just killed another pigeon in the garden.” Apparently, it was the third one that week.
