Telephone Sales Manager

Telephone Sales Manager 

Landbay is a customer-obsessed mortgage platform creating better ways to buy-to-let. Our vision is to be the go- to funding partner for the private rental sector. We bring together the right people & partners, harness our data and technology along with market expertise to deliver remarkable experiences to satisfy our customers, whatever shape or size their needs. 

Landbay is a fun place to work where everyone’s goal is to work hard to ensure that our customers get great service, good products, and that Landbay succeeds. This is a great opportunity to work in a business that will provide you with exposure and knowledge that you would not gain working for a large institution. Landbay has a flat management structure where everyone pulls their weight, so your contribution will count every day.  

For more information about Landbay please visit our website: https://landbay.co.uk/about-us 

The Role:  

Lead, develop and optimise the Telephone Sales Support (TSS) function to deliver exceptional broker service, drive commercial growth, and support strategic sales objectives. This role ensures timely, high-quality broker engagement across all inbound and outbound channels, while evolving the TSS team into a proactive sales engine.  

Key Responsibilities  

• Create a center of excellence for fist line broker support by effectively leading a team of Telephone Sales Support individuals  

• Responsible for all TSS performing effectively and delivering genuine value to Landbay and their field-based BDM buddies 

• Act as a buddy for field-based BDMs when required  

• Manage daily service levels across all inbound channels (calls, email inboxes and live chat, etc.). To ensure timely and accurate broker responses. 

• Monitor workflow and resource allocation to maintain optimal service levels. 

• Partner with field BDMs and National Accounts to align TSS activity to growth priorities. 

• Strategize and allocate outbound calling activity (new registrations, pipeline follow-up, reactivation of dormant brokers and other suitable sales opportunities). 

• Adopt a data driven mindset and measure/ optimise TSS impact on broker activation, conversion and retention 

• Collaborate with Marketing to follow up on campaigns, product launches, webinars and network activity to convert interest in to broker activity and engagement 

• Act as the link between day-to-day service delivery and strategic sales execution. 

• Produce weekly/monthly MI on inbound query volumes, resolution times, broker coverage improvements, pipeline conversion uplift from TSS activity 

• Identify opportunities, trends and gaps to enhance broker lifecycle touchpoints and expand TSS contribution. 

• Shift the team from reactive support to proactive revenue-driving activity. 

• Lead process improvement initiatives relating to CRM use, enquiry handling and broker engagement. 

• Ensuring accurate record keeping in CRM and other systems 

• Act as an escalation point for any broker complaints 

Desired Skills & Experience  

Essential: 

• Experience managing a sales or service team, ideally in financial services or broker-led environment. 

• Strong coaching, performance management and people development skills. 

• Proven ability to manage service SLAs and operational workloads. 

• Data-driven decision-maker with strong MI/reporting capability. 

• Ability to collaborate cross-functionally and influence stakeholders. 

• Customer-focused mindset with commercial awareness. 

Location & Logistics  

• The position is based in Victoria, central London, reporting to the Sales and Distribution Director.  The role is currently a hybrid working role which will require 3 days in the office with the ability to work from home up to 2 days weekly.  

Benefits  

• Participate in a regional on target earnings bonus scheme  

• Regular Social events 

• Generous holiday entitlement 

• Generous pension scheme 

• Health insurance 

• Enhanced maternity/paternity leave 

• Life Insurance 

• Cycle to work scheme