Administrators might feel pressure to respond instantly to brokers, lenders and customers. But even though they’re under pressure, managing expectations from the off reduces the number of calls that come in chasing information.

Rachel Smith, first- and second-charge team leader at Brightstar, said: “Honesty is always the best policy. If a lender’s turnaround time is 10 days, tell the broker 10 days. Don’t say four, or you create unnecessary pressure.”

Smith added: “Setting boundaries is really important for managing stress. Blocking out time to clear your inbox and go through your tasks ensures everything is done efficiently. And try not to work overtime unless it’s really urgent and a one-off.”

Being disorganised fuels stress. Having clear systems makes it easier to cope with high workloads, so help your administrators get organised. Whether that’s a simple to-do list or a smart bit of software doesn’t really matter. But knowing the priorities and sticking to them means the work gets done.

Spending five minutes with your administrators to organise your day can save you both much longer in wasted time.

Smith said: “Every morning I write down what I need to do and tick it off. We work in time and date order, so nothing gets missed, and we don’t get pulled in 10 directions at once.”

When you’re going through a busy period, it’s tempting to just keep going to get it done and colleagues might also feel that pressure. But breaks are important, not only for wellbeing but also for the quality of the work.

Smith said: “Even five or 10 minutes away from the screen makes a difference. Go for a walk or grab a coffee. It clears your head.”

If your administrators are too busy or have a particularly challenging case, encourage them to talk to you or other colleagues. Make sure they know to ask for training if they’re struggling with new technology or regulations, and give them the confidence to suggest improvements to your firm’s processes.

Ryan Brailsford, director of business development at Pepper Money, said: “If something could work better and reduce stress, administrators should speak up, whether that’s to their employer or to a lender. You’d be surprised how often things can be changed if you ask.”

You could also suggest they join an administrator-focused network, such as The Mortgage Administrator Hub on LinkedIn, which provides valuable peer support

Feeling supported with career development is important for overall wellbeing. Many administrators say that training opportunities and career development support at work help boost their motivation and reduce their stress.

Smith said: “When I joined Brightstar, I had no experience in admin at all, but the training programmes and support from colleagues really helped me get to where I am now. We have meetings every month to discuss how you want to progress.”

She added: “We have people here who have gone from admin to finance, compliance, marketing, broker, or manager. There are lots of routes to go down.”

Brailsford agreed: “Helping people succeed is our mantra internally as well as externally. We’ve got a grow-your-own mentality, and I’ve seen a lot of people work their way up. There are lots of in-house training programmes, as well as external options, such as LinkedIn Learning. And we give our people time out to use these resources.”

The mental health conversation in the mortgage industry has become louder over the last few years, but administrators’ voices still need to be part of it.

There’s a growing awareness of the unique challenges they face, but still more to do to make sure they get the same focus on wellbeing as advisers.

Pepper’s Brailsford said: “There’s nothing worse in any job than working hard every day and not knowing what it’s achieved. We always make a big point of linking our administrator team’s work to commercial goals and making it clear what value people have added to the business.”

As Smith summed up: “We know our worth. Without us, cases wouldn’t go through. But we also need support to stay healthy and motivated.”

Recognising this and putting practical support in place not only helps administrators, it also benefits brokers and, most importantly, your customers. Looking after colleagues’ wellbeing isn’t just a nice-to-have, it’s essential. A healthier, more motivated admin team helps build a stronger business, plus this ensures that you’re able to retain your talent rather than risking burnout.