My alarm goes off at…
…6am. That’s before the kids — who are 13 and nine, both girls — get up, so I have a cup of tea, take my cockapoo, Ralph, for a walk and get the kids’ things ready for school.
Then I get myself and them ready, see the eldest off on her school bus, and take my youngest to school or breakfast club. I go into work, or log on if it’s a day at home.
My typical day entails…
…no two days are the same because my role is so varied.
However, if it’s an office day I head into Yorkshire Drive — our Bradford head office — and catch up with my team before the day starts.
Our common-sense lending approach showcases what ‘good’ looks like to the industry
My day is then full of interactions with brokers, looking at how we can improve processes and add value, and listening to calls. I also oversee my team looking at the previous day’s mortgage declines to see if there is anything more we could do to help. If there is, we reach out to the broker.
I spend time helping my team to develop their skills — there’s nothing I like better than to see someone progress. I usually go into the office around three times a week, and ensure I’m sitting in the heart of my team.
Finally, I spend time overseeing the retail broker programme, working with the intermediary support managers (who also work in branches) to support our brokers.
I wanted to work in the finance industry because…
…I fell into the industry, really — starting my career in a Halifax branch on the counter and working my way up via a number of leadership roles.
Working for a flexible employer means being able to do a really good job and having the ability to have a great work/life balance
The positions that have resonated with me have been where I have been able to add the most value.
I also love helping customers. Getting a mortgage is such a big part of someone’s life and it’s very special to be able to help that happen.
A misconception about my role is…
…I’m still learning about my role but it’s perceived that my team just answer questions. There is so much more to their role than that.
I oversee my team when looking at the previous day’s mortgage declines to see if there is anything more we could do to help
They have a real passion, their knowledge is amazing and they go over and above every single day, working with brokers to do everything they can to help their customer to buy their dream home.
A perk of the job is…
…the ethos of Accord Mortgages, with its common-sense lending approach, makes working for the brand extremely fulfilling.
Working for a flexible employer also means being able to do a really good job and having the ability to have a great work/life balance at the same time. This is really important so that I can spend quality time with my children.
One thing I would change about the mortgage industry is…
…I believe that Accord’s common-sense lending approach showcases what ‘good’ looks like to the industry.
I spend time helping my team to develop their skills
I would like to see more of this mentality across the sector. Today’s world is increasingly complex and people are finding it harder and harder to get onto, or move up, the property ladder. As an industry, it’s our responsibility to help them.
My favourite work memory is…
…from one of my roles on the counter, early in my career.
I helped a loyal customer to get better interest rates from her savings accounts. A small thing, but a few weeks later she came in with a box of chocolates to thank me. It showed how much it meant to her — and I’ll never forget it.
To unwind after work, I…
…have started running! This has even included a few 10K races, and is something that I love to do to clear my head.
The positions that have resonated with me have been where I have been able to add the most value
I also take every opportunity to keep fit. This can include using a personal trainer on occasion in my lunchbreak!
This article featured in the June 2025 edition of Mortgage Strategy.
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