We believe that helping people unlock a better retirement starts with helping everyone in our organisation unlock their true potential, and thrive.
To do that, we’re mindful of staying true to the values that make us who we are, and proud of what we do.
Telephone Account Manager
Role Purpose
The TAM combines relationship management, service excellence, and performance‑driven activity to ensure introducers receive outstanding support and the business continues to grow sustainably.
The Telephone Account Manager (TAM) plays a vital role in supporting Key Partnerships’ growth by driving performance across all core KP metrics, including enquiries, booked appointments, and attended appointments. The role focuses on delivering exceptional service to introducers and customers while supporting the wider business in achieving its goals for helping more customers with Later Life Lending solutions.
Key Responsibilities
Performance & Targets
* Strive to achieve and exceed KP core targets across all key metrics: enquiries, booked appointments, and attended appointments.
* Consistently meet agreed business targets and KPIs to support overall business growth.
Service Excellence & Operational Delivery
* Provide exceptional service to Key Partners, ensuring all agreed service standards are met.
* Always maintain a robust and compliant operational process.
* Handle inbound calls from new introducers, effectively promoting the Key Partnerships proposition.
* Respond promptly and professionally to inbound enquiries from customers and introducers.
* Deliver high‑quality inbound, outbound, and email service to introducers, networks, and affiliate representatives.
* Action and respond to new registrations, including delivering an introduction call to onboard new partners.
* Build and maintain accurate contact and account records within the B2B CRM, ensuring all FCA checks and due‑diligence requirements are completed correctly.
Business Development Support
* Support all business development activities within Key Partnerships, working closely with internal stakeholders including Self‑Employed Advisers.
* Promote all elements of the Key Partnerships proposition, including equity release, estate planning, the KP portal, and marketing support.
* Conduct outbound calling to new joiners and follow up on marketing campaigns provided by the Sales Manager.
* Identify and create sales opportunities for Partnership Account Managers and Self‑Employed Advisers.