LiveMore Mortgages
Telephone Account Manager
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Job Description - Telephone Account Manager
Job Title
Telephone Account Manager
Reports to
Head of Sales Operations
Department
Sales Operations
Location
Altrincham, 4 days in office per week
LiveMore exists to challenge the unfair NOs in the mortgage world. That’s why our mission is to empower mortgage brokers to lend more by turning NOs into YESs and by maximising affordable borrowing. By doing that whenever we can, we help our customers live more and be ready for all that’s yet to come.
Using our unique LiveMore Mortgage Matcher® and LiveMore Maximum Borrowing Calculator decision engine technology, we excel at overcoming challenges involving affordability, risk and Consumer Duty. We innovate for customers and mortgage brokers in need, where others don’t – like with LiveMore’s current mortgages ‘up to’, ‘into’ and ‘in’ retirement.
LiveMore is an innovative company with ambitious plans, and we know that our people are the key to achieving our goals. As evidence of our growth, in June 2025 we were recognised as one of the Top 100 Fastest Growing Companies in the UK by the Business Leaders 500. In 2025, we grew our annual origination volumes by over 80% to lend c.£350m.
The Role
At LiveMore, we care passionately about our customers. As a Telephone Account Manager you are customer-centric, sales-orientated, well organised and have excellent attention to detail. This role is the first point of contact for our broker customers, so you will deliver exceptional customer service in a timely manner. The successful candidate will be a persuasive communicator with a strong commercial mindset.
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Key Responsibilities
- Client Relationship Management: Build and maintain strong, long-lasting relationships with clients, offering tailored mortgage solutions to meet their needs.
- Lead Generation: Qualify and follow up on inbound leads, identifying client requirements and converting them into viable sales opportunities.
- Handle inbound and outbound calls as well as communicate via digital channels to manage customer queries, resolve issues, and offer product guidance.
- Maintain accurate records of customer interactions and opportunities in the CRM system.
- Collaboration: Work closely with the KAM in the field, underwriting and processing teams to ensure smooth mortgage applications and a high level of customer service.
- Compliance: Ensure all sales activities comply with industry regulations, company policies, and best practices.
- Provide feedback from customers to internal teams to help improve product/service offerings.
Key Qualifications and Experience
- Previously worked in the mortgage industry ideally telephone sales, account management, or customer service.
- Strong interpersonal and communication skills (verbal and written).
- Ability to build rapport and maintain long-term client relationships.
- Self-motivated and target-driven with a positive attitude.
- Proficient in CRM systems and Microsoft Office applications.
- Strong organisational and time management skills.
- Ability to handle objections and negotiate effectively.
Key Competencies
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- Independence and drive: You’re a self-starter, you stay motivated and get things done effectively and efficiently.
- Leadership & Team Engagement: Lead with confidence, fostering collaboration across teams to drive innovation and business success.
- Solution-Oriented & Curious Mindset: Approach challenges with curiosity and a problem-solving mindset, continuously seeking better ways to work.
- AI Proficiency & Adoption: Demonstrate an active interest in AI, leveraging emerging technologies to enhance efficiency and decision-making.
- Ambition & Self-Development: A proactive self-starter who takes ownership of personal and professional growth, always striving for excellence.
- Scale-Up Mentality & Adaptability: Thrive in a fast-paced, evolving environment by embracing cross-functional responsibilities and stepping outside your comfort zone.
- Emotional Intelligence & Self-Awareness: Possess a high EQ, recognising and managing the impact of actions on colleagues while fostering a positive and collaborative workplace culture.
Benefits
- Discretionary annual performance bonus (cash and growth shares).
- High-quality working environment in a central London office in the heart of Fitzrovia.
- Hybrid working (3 days per week in office).
- 30 days’ holiday, plus UK bank holidays.
- Private health cash reimbursement plan.
- Employer pension contribution.
- Salary-sacrifice pension scheme, saving marginal rate on contributions.
- Salary-sacrifice nursery voucher scheme, as above.
- Employee assistance programme.
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