Career Development Framework

INTRODUCTION

Miles & Barr has gone through plenty of changes over the years, and as we have grown as a business it is clear that our ad-hoc approach to career progression is no longer enough.

We want to make sure we have a great framework for growth and development that is:

Clear + Transparent = Fair How and when to use this framework:

The purpose of this document is to:

1. Help answer the question “how do I progress in my career?”

2. Provide a clear structure of what is expected in each of the many roles across our business.

Annual Performance Cycle Performance Objectives + Miles & Barr Behaviours = SUCCESS

START OF Q1

• This document is the result of collaboration with a number of people across our business and has been influenced by the process taken by a number of other successful, well-known companies.

• This should be treated as a living document as we continue to grow and change as a business, we expect overtime there will be a need to update this document to reflect the needs of our teams.

• This document should be used as a guide, not just a rulebook or checklist. We should take a common-sense approach – use this to enable meaningful conversations between you and your manager.

• This should be a great document to check in with and help set goals, direction, focus, and growth.

• Use it often! As part of 1:1s with your manager, with quarterly review meetings, to help guide your Personal Development Plan (PDP), and so on.

• Note: Determining when to progress from one role to the next is a discussion that should happen between you and your manager. As a general guide, performing a significant percentage of the responsibilities of the next role for 3-6 months.

Interventions

Regular 121s between quarterly reviews - frequency of 121 and coaching sessions required will be dependent on performance against objectives

END OF Q1

Annual goal setting - PDP

Quarterly review

END OF Q2

Mid-year reviewinc. rating YTD

END OF Q3

Quarterly review

END OF Q4

End of year reviewfinal rating and calibration meeting

OUR VALUES

Here is a reminder of our Miles & Barr values and what these mean in action.

All members of the team are expected to exhibit Miles & Barr values in their work, regardless of role or level and these values underpin the role requirements, skills and responsibilities across every area of our business.

Creativity Commerciality

Integrity

Creativity involves thinking of different ways to do things to achieve a better result. It very often means working collaboratively to share ideas, gather feedback and put ideas into action.

As a business, we know that to compete with our competition, we need to stay ahead, understand trends in the industry and adapt to ensure we remain productive and profitable.

Integrity means following your moral or ethical compass and always looking to do the right thing, even if no one is watching you.

To demonstrate integrity in our business, we will keep our word, deliver on our promises, and behave with genuine respect for each other and our clients.

To demonstrate commerciality, you will have a genuine interest in our business and will look to grow your knowledge to develop a deep understanding of our industry and the marketplace in which we operate.

This in-depth knowledge will affect the way in which you work and make decisions, staying up to speed with any changes that could impact your performance or our business to make sure we can be one step ahead of the competition.

To be efficient means to be skilful when working in such a way that we avoid wasted time, effort and resource.

In our business we will consistently encourage each other to work smarter not harder, creating true value, whilst operating in a simple yet effective way to find solutions which deliver on cost, speed and quality.

HOW IT WORKS

Each role has been broken down into 4 elements that each feed into the responsibilities and skills necessary to be able to perform to a good standard and meet the expectations of the role. These are:

• Development

• Technical

• Communication and Collaboration

• Delivery.

The defined goals, targets, and expectations relevant to the skills per role should be discussed and agreed with your manager as part of your 121 or goal setting discussions throughout the year.

As you progress through each band, it is important to remember you are building on top of the skills and abilities previously required.

Here is an explanation of the types of skills you would expect to see within each of the 4 elements:

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing self

• Owning your development

• Acting on feedback

• Putting learning into practice

• Identifying areas of improvement and progression

• Problem solving

Developing others

• Leading by example

• Instigating change

• Growing teams

• Understanding what drives people

• Developing processes

• Mentoring

• Coaching

• Breadth of experience in applications, services, technology, required to carry out your role.

• Knowledge of best practices.

• Knowledge of systems and processes necessary within your role.

• Ability to use industry knowledge and experience to master your role.

• Understanding of regulation or compliance appropriate to your role.

• Written and oral communication

• Building effective working relationships

• Understanding who your customer is and how to “Wow” them.

• Explaining work to peers

• Proactive communication

• Empathy

• Avoiding blame

• Awareness of team morale

• Taking active steps to improve morale.

• Showing initiative

• Knowing the numbers

• Having an awareness of how you are contributing to the business.

• Identify the need to adapt.

• Ability to delegate

• Strategising

Family

Branch Manager

BAND

Role Summary:

The Sales Advisor role is a great place for you to learn and develop ready to progress your career further in the property industry.

Initially, you will be spending much of your time out in the local area to accompany viewings, whilst gaining an understanding of Estate Agency and the sales processes we have in place. Over time the role and your responsibilities will grow in line with your personal development programme and on the job training, to ensure you have all the knowledge, skills, and experience to meet the expected performance as a fully trained Sales Negotiator, managing your own book of clients and contributing to the success of your team and office.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• Induction training.

• Observing and listening to more experienced colleagues.

• Putting formal training and coaching into practice.

• Taking feedback on board.

• Putting a Personal Development Plan in place and executing it.

• Attending and participating in office training sessions.

• A good knowledge of the sales process.

• Good knowledge of the day-to-day terminology.

• Able to use basic functions in all systems relevant for the role.

• Demonstrate basic IT skills necessary for the role.

• Basic knowledge of compliance requirements relevant to role.

• Contributes to ideas and group discussions.

• Communicates confidently with clients both written and verbal.

• Asks for help when needed.

• Engages with all communication platforms across our business.

• Confident and friendly telephone manner.

• Positively contributes to team morale.

• Avoids blame.

• Consistently achieves targets expected.

• Identifies referral opportunities.

• Organised.

• Manages time efficiently.

• Represents our business to a high standard when with clients in the office or out on viewings.

• Effective at registering clients, booking viewings, and securing valuations to M&B standards.

Role Summary:

As a Sales Negotiator you will have already developed a good base knowledge of Estate Agency and will now be well on your way to mastering your skills. You will be building on all the skills and experiences from your first couple of years and will be taking a more active role in the office, starting to handle offers, supporting newer members of the team, and delivering an exceptional client experience.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• Gaining a deeper understanding of our industry.

• Putting all formal training and coaching into practise.

• Taking feedback on board.

• Personal development plan in place and active.

• Attending and participating in office training sessions.

• Owning self-development. Seeking opportunities to improve knowledge and capability.

Developing Others

• Voluntarily contributing to the development of peers.

• Role model.

• Good all-round knowledge of the full sales process.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant to the role.

• Demonstrates the necessary IT skills required to fulfil the role.

• Good working knowledge of all relevant compliance and regulatory requirements.

• Positively contributes to ideas and group discussions.

• Communicates confidently and to a high standard with clients both written and verbal.

• Able to handle difficult situations to a positive outcome when required.

• Positively engages with communication platforms across the business.

• Offers help and is flexible to the needs of the team.

• Positively contributes to team morale.

• Avoids blame.

• Demonstrates basic emotional intelligence when communicating with colleagues and clients alike.

• Consistently achieves targets expected, and regularly exceeds minimum expectations.

• Sets personal stretching goals to overachieve-benchmarks against top performers.

• Demonstrates tenacity and drive to secure all business opportunities.

• Organised and manages time efficiently.

• Represents our business to a high standard.

• Skilled at registering clients, booking viewings, and securing valuations to M&B standards.

• If required by the office, you will start to confidently handle offers and negotiations.

• Identifies business opportunities and able to strategize to ensure success.

BAND

NEGOTIATOR

Role Summary:

As a Senior Sales Negotiator, you will have developed an expert knowledge of Estate Agency and will be a vital member of the team, well placed to support the development of your newer colleagues. Sharing your tried and tested best practice, you will be a “go-to” colleague in the office to help maximise every opportunity and expertly strategize to achieve successful outcomes. You will consistently deliver an exceptional client experience and have the skills to help find positive solutions to the many varied and complex issues that you face in your day-to-day role.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• The level of knowledge and experience in our industry is moving towards “mastery”.

• Seeking out formal training and coaching opportunities to improve your skill set further.

• Personal development plan in place and active.

• Finding opportunities to design and deliver office training sessions.

• Owning self-development-being clear on the steps needed to maximise your potential.

Developing Others

• A key figure in the development of your peers.

• Role model.

• An advocate of change for the greater good of the business.

• Expert all-round knowledge of the full sales process.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant to the role.

• Demonstrates the necessary IT skills required to fulfil the role.

• Excellent working knowledge of all relevant compliance and regulatory requirements.

• Takes steps to understand the technical know-how needed outside of your immediate role, providing additional support and a deeper understanding of the wider business.

• A thought leader- instigating positive group discussions to seek out better ways to move the business or team forward.

• Finds positive outcomes from the most challenging of situations.

• Deliver an exceptional client experience.

• Owns a problem.

• Offers help willingly and shows flexibility to meet the needs of the team.

• Actively engages with all communication platforms across the business.

• Actively contributes to positive team morale.

• Avoids blame.

• Consistently uses emotional intelligence when communicating with colleagues and clients alike.

• Consistently achieves targets expected, and regularly exceeds minimum expectations.

• Sets personal stretching goals to overachieve-benchmarks against top performers.

• Demonstrates tenacity and drive to secure all business opportunities.

• Organised and manages time efficiently.

• Represents our business to a high standard.

• Highly skilled at registering clients, securing cross sale opportunities, and scoring valuations to M&B standards.

• Able to confidently handle complex offers and negotiations.

• Identifies business opportunities and able to strategize to ensure success.

Role Summary:

As a Deputy Sales Manager, you will have spent time perfecting your sales and service skills to an exceptional level over time, but you are now ready to utilise this learning further to support the development of your team. In doing so, you will provide invaluable assistance to your manager in leading your team to success. This is likely to be your first leadership role and brings with it a level of accountability and responsibility for group performance and the client experience in your office, while also sharing the responsibility for some of the more operational aspects of managing a team.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• You have developed to a “master” level of knowledge in our industry.

• Demonstrates a Growth Mindsetcontinually looking for learning opportunities.

• Personal development plan in place and active.

• Regularly designing and delivering effective and engaging office training sessions.

• Works to identify and develop their own coaching style.

Developing Others

• A key figure in the development of your peers.

• Regularly provides meaningful developmental feedback.

• Takes responsibility for coaching newer members of the team.

• Role model.

• An advocate of change for the greater good of the business.

• Expert all-round knowledge of the full sales process.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant to the role.

• Demonstrates the necessary IT skills required to fulfil the role.

• Excellent working knowledge of all relevant compliance and regulatory requirements.

• Takes steps to understand the technical know-how needed outside of your immediate role, providing additional support and a deeper understanding of the wider business.

• Has a basic understanding of all people processes and systems in place to manage the team effectively, deputising for the manager with ease.

• Ability to produce and analyse accurate MI to support sales management approach.

• A thought leader- instigating positive group discussions to seek out better ways to move the business or team forward.

• Uses initiative and embraces additional responsibility to support manager.

• Able to find positive outcomes from the most challenging of situations.

• Takes personal responsibility for the client experience delivered within the team.

• Able to form effective working relationships with all key stakeholders across the business.

• Challenges effectively to raise standards.

• Offers help willingly and shows flexibility to meet the needs of the team.

• Actively contributes to positive team morale.

• Actively engages across all communication platforms.

• Displays emotional intelligence when communicating with colleagues and clients alike.

• Identifies opportunities to set challenges and incentives to help the team meet performance goals.

• Thinks outside the box to win.

• Able to motivate and inspire others to get the best out of every opportunity.

• When asked, delivers effective sales meetings to support team performance.

• Coaches key players in the team to successfully negotiate and secure all business opportunities.

• Organised and manages time efficiently.

• Supports colleagues to meet minimum standards when registering clients, securing cross sale opportunities, and scoring valuations.

• Able to confidently handle complex offers and negotiations independently.

• Identifies business opportunities and able to strategize to ensure success.

Role Summary:

As a Trainee Valuer, you will have shown a keen interest in moving towards the listing side of our business. Your skill set would lend itself to the skills required to be an effective valuer, and so this is an opportunity to explore this further in readiness for a valuer role in the near future.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• A high level of knowledge in our industry.

• Able to skilfully role play our sales scripts. With the ability to overcome common objections.

• Develop a Growth Mindset-continually looking for learning opportunities.

• Personal development plan in place and active.

• Regularly designing and delivering effective and engaging office training sessions.

• Works to identify and develop their own coaching style.

• Keeps up to date with industry trends, news, and changes.

Developing Others

• A key figure in the development of your peers.

• Regularly provides meaningful developmental feedback.

• Takes responsibility for coaching newer members of the team.

• Role model.

• An advocate of change for the greater good of the business.

• Good all-round knowledge of the full sales process.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant to the role.

• Demonstrates the necessary IT skills required to fulfil the role. Excellent working knowledge of all relevant compliance and regulatory requirements.

• Understands how the business presenter is used effectively and to the M&B standard.

• Has basic knowledge and understanding of the Valuation Pathway.

• Understands fees and conversion rate and able to use this knowledge when communicating with clients.

• Uses initiative and embraces additional responsibility to support manager.

• Able to find positive outcomes from the most challenging of situations-solution focused.

• Offers help willingly and shows flexibility to meet the needs of the team.

• Actively contributes to positive team morale.

• Actively engages across all communication platforms.

• Displays emotional intelligence when communicating with colleagues and clients alike.

• Welcomes input and guidance from other valuers in the team to agree on a strategy.

• Able to form strong relationships with the team referrers which is based on mutual respect and support.

• Working towards the targets expected.

• Sets personal goals-benchmarking against peer group to monitor performance.

• Demonstrates tenacity and drive to secure all business opportunities.

• Organised and manages time efficiently.

• Represents our business to a high standard.

• Highly skilled at registering clients, securing cross sale opportunities, and scoring valuations to M&B standards.

• Able to confidently handle offers and negotiations as required by the office.

• Identifies business opportunities and able to strategize to ensure success.

• Plays an active part in sales meetingsupdating the team on successes and plans.

• Utilises growing Influencing skills to win and successfully close deals.

• Building the confidence to use initiative and instinct when reviewing each situation with the ability to adapt and overcome.

BAND

Role Summary:

As a Valuer you will have spent time building your knowledge and experience in a negotiator role and have demonstrated you are now ready to step across into the valuing area of our business. You will have the opportunity to further utilise the formal training to build your confidence and capability when attending valuations and securing listings for your office. You will focus on winning business by delivering an exceptional service to your clients, building effective relationships, and doing right by your client, in turn beginning to build your reputation as a skilful, respectful, and talented agent.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• Expert knowledge and experience in our industry.

• Seeking out formal training and coaching opportunities to improve skill set further.

• Has mastered our sales scripts and the ability to overcome common objections with ease.

• Demonstrates a Growth Mindsetcontinually looking for learning opportunities captured against their PDP (Personal Development Plan).

• Finding opportunities to design and deliver office training sessions.

• Benchmarking against and learning from senior valuer in their office.

• Uses initiative and embraces additional responsibility to support manager.

• Gaining an understanding of effective leadership.

Developing Others

• A key figure in the development of your peers.

• Role model.

• Regularly provides meaningful developmental feedback to improve the quality of the team’s referrals.

• Expert all-round knowledge of the full sales process.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant to the role.

• Demonstrates the necessary IT skills required to fulfil the role.

• Excellent working knowledge of all relevant compliance and regulatory requirements.

• Takes steps to understand the technical know-how needed outside of your immediate role, providing additional support and a deeper understanding of the wider business.

• Ability to use the business presenter effectively and to the M&B standard.

• In depth knowledge and understanding of the Valuation Pathway.

• Excellent understanding of fees and conversion rate and able to use this knowledge when communicating with clients.

• Skilled statistician/mathematician-the ability to communicate data and numbers clearly and confidently with clients.

• Delivers an exceptional client experience.

• Owns a problem and avoids blame.

• Offers help willingly and shows flexibility to meet the needs of the team.

• Actively engages with all communication platforms across the business.

• Contributes to positive team morale.

• Uses emotional intelligence when communicating with colleagues and clients alike.

• Able to create positive outcomes from the most challenging of situations.

• Communicates clearly and concisely, providing clarity when dealing with vendors.

• Works collaboratively with other valuers in the team to agree strategy.

• Able to form strong relationships with the team referrers which is based on mutual respect and support.

• Exceptional influencing skills

• Consistently achieves targets expected, and regularly exceeds minimum expectations.

• Sets personal stretching goals to overachieve-benchmarking against top performers.

• Demonstrates tenacity and drive to secure all business opportunities.

• Organised and manages time efficiently.

• Represents our business to a high standard.

• Able to confidently handle complex offers and negotiations if needed.

• Identifies business opportunities and able to strategize to ensure success.

• Plays an active part in sales meetingsupdating the team on successes and plans.

• Expert ability to read the client and assess each situation coupled with the ability to adapt style and approach in order to win.

Role Summary:

As a Senior Valuer you will already have well-established and proven skills and knowledge as a top performing valuer in our business. This role will give you the opportunity to further demonstrate your expertise and begin to find opportunities to mentor newer valuers who will benefit from learning your tried and tested methods for success. You will be consistently delivering against your performance objectives and offering a world class service to your clients, putting yourself in the best position to build an impressive reputation as a reliable and talented agent within the geographical area that you operate.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• Expert knowledge and experience in our industry.

• Seeking out formal training and coaching opportunities to improve skill set further.

• Personal development plan in place and active.

• Often designs and delivers office training sessions to impact listings performance.

• Growth Mindset-acknowledges there are always opportunities to develop and learn.

• Uses initiative and embraces additional responsibility to support manager.

Developing Others

• A key figure in the development your peers.

• Coaching newer valuers.

• Role model.

• Welcomes and champions business changes.

• Regularly provides meaningful developmental feedback to improve the quality of the team’s referrals.

• Displays a leadership within team.

• Expert all-round knowledge of the full sales process.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant to the role.

• Demonstrates the necessary IT skills required to fulfil the role.

• Good working knowledge of all relevant compliance and regulatory requirements.

• Excellent knowledge and understanding of the wider business.

• Exceptional use of business presenter to the M&B standard.

• Expert knowledge and understanding of the Valuation Pathway.

• Excellent understanding of fees and conversion rate and able to use this knowledge when communicating with clients.

• Skilled statistician/mathematician-the ability to communicate data and numbers clearly and confidently with clients.

• Displays emotional intelligence when communicating with colleagues and clients alike.

• Delivers an exceptional client experience.

• Owns a problem and avoids blame.

• Offers help willingly and shows flexibility to meet the needs of the team.

• Actively engages with all communication platforms across the business.

• Actively contributes to positive team morale.

• Able to create positive outcomes from the most challenging of situations and helps colleagues to find solutions too.

• Communicates clearly and concisely, providing clarity when dealing with vendors.

• Works collaboratively with other valuers in the team to agree strategy.

• Able to form strong relationships with the team referrers which is based on mutual respect and support.

• Consistently achieves targets expected, and regularly exceeds minimum expectations.

• Demonstrates tenacity and drive to secure all business opportunities.

• Organised and manages time efficiently.

• Takes pride in our brand and our reputation.

• Able to support the office with complex offers and negotiations if needed.

• Hunts down business opportunities and able to expertly strategize to ensure success.

• Plays an active part in sales meetingsupdating the team on successes and plans.

• Exceptional sales skills with the ability see the bigger picture and the ability to adapt style and approach in order to win.

• Consistently performing within the top quartile of valuers in the business for listings volume and fee.

• Takes responsibility for delivering the listings target for your office.

VALUER

Role Summary:

As a Commercial Trainee Valuer, you will have shown a keen interest in moving towards the listing side of our business. Your skill set would lend itself to the skills required to be an effective valuer, and so this is an opportunity to explore this further in readiness for a valuer role in the near future.

BAND

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• A high level of knowledge of the commercial industry.

• Able to skilfully role-play our sales scripts. With the ability to overcome common objections.

• Develop a Growth Mindset-continually looking for learning opportunities.

• Personal development plan in place and active.

• Regularly designing and delivering effective and engaging office training sessions.

• Works to identify and develop their own coaching style.

• Keeps up to date with industry trends, news, and changes.

Developing Others

• A key figure in the development of your peers.

• Regularly provides meaningful developmental feedback.

• Takes responsibility for coaching newer members of the team.

• Role model.

• An advocate of change for the greater good of the business.

• Good all-round knowledge of the full sales and leasing process.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant to the role.

• Demonstrates the necessary IT skills required to fulfil the role.

• Excellent working knowledge of all relevant compliance and regulatory requirements.

• Understands how the business presenter is used effectively and to the M&B standard.

• Has a basic knowledge and understanding of the Valuation Pathway.

• Understands fees and conversion rate and able to use this knowledge when communicating with clients.

• Is familiar with the calculated formula using yield and rental figures to establish value.

• Uses initiative and embraces additional responsibility to support manager.

• Able to find positive outcomes from the most challenging of situations-solution focused.

• Offers help willingly and shows flexibility to meet the needs of the team.

• Actively contributes to positive team morale.

• Actively engages across all communication platforms.

• Displays emotional intelligence when communicating with colleagues and clients alike.

• Welcomes input and guidance from other valuers in the team to agree strategy.

• Able to form strong relationships with the team referrers which is based on mutual respect and support.

• Working towards the targets expected.

• Sets personal goals-benchmarking against peer group to monitor performance.

• Demonstrates tenacity and drive to secure all business opportunities.

• Organised and manages time efficiently.

• Represents our business to a high standard.

• Highly skilled at registering clients, securing cross sale opportunities, and scoring valuations to M&B standards.

• Able to confidently handle offers and negotiations as required by the office.

• Identifies business opportunities and able to strategize to ensure success.

• Plays an active part in sales meetingsupdating the team on successes and plans.

• Utilises growing Influencing skills to win and successfully close deals.

• Building the confidence to use initiative and instinct when reviewing each situation with the ability to adapt and overcome.

Role Summary:

Role Summary: As a Commercial Valuer you will have spent time building your knowledge and experience in a negotiator role and have demonstrated you are now ready to step across into the valuing area of our business. You will have the opportunity to further utilise the formal training to build your confidence and capability when attending valuations and securing listings for your office. You will focus on winning business by delivering an exceptional service to your clients, building effective relationships, and doing right by your client, in turn beginning to build your reputation as a skilful, respectful, and talented agent.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• Expert knowledge and experience in our industry.

• Seeking out formal training and coaching opportunities to improve skill set further.

• Has mastered our sales scripts and the ability to overcome common objections with ease.

• Demonstrates a Growth Mindsetcontinually looking for learning opportunities captured against a PDP.

• Finding opportunities to design and deliver office training sessions.

• Benchmarking against and learning from senior valuer in their office.

• Uses initiative and embraces additional responsibility to support manager.

• Gaining an understanding of effective leadership.

Developing Others

• A key figure in the development of your peers.

• Role model.

• Regularly provides meaningful developmental feedback to improve the quality of the team’s referrals.

• Expert all-round knowledge of the full sales process.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant to the role.

• Demonstrates the necessary IT skills required to fulfil the role.

• Excellent working knowledge of all relevant compliance and regulatory requirements.

• Takes steps to understand the technical know-how needed outside of your immediate role, providing additional support and a deeper understanding of the wider business.

• In depth knowledge and understanding of the Valuation Pathway.

• Excellent understanding of fees and conversion rate and able to use this knowledge when communicating with clients.

• Skilled statistician/mathematician-the ability to communicate data and numbers clearly and confidently with clients.

• Delivers an exceptional client experience.

• Owns a problem and avoids blame.

• Offers help willingly and shows flexibility to meet the needs of the team.

• Actively engages with all communication platforms across the business.

• Contributes to positive team morale.

• Uses emotional intelligence when communicating with colleagues and clients alike.

• Able to create positive outcomes from the most challenging of situations.

• Communicates clearly and concisely, providing clarity when dealing with vendors.

• Works collaboratively with other valuers in the team to agree strategy.

• Able to form strong relationships with the team referrers which is based on mutual respect and support.

• Exceptional influencing skills.

• Consistently achieves targets expected, and regularly exceeds minimum expectations.

• Sets personal stretching goals to overachieve-benchmarking against top performers.

• Demonstrates tenacity and drive to secure all business opportunities.

• Organised and manages time efficiently.

• Represents our business to a high standard.

• Able to confidently handle complex offers and negotiations if needed.

• Identifies business opportunities and able to strategize to ensure success.

• Plays an active part in sales meetingsupdating the team on successes and plans.

• Expert ability to read the client and assess each situation coupled with the ability to adapt style and approach in order to win.

ADVISOR

BAND

DEVELOPMENT TECHNICAL

Developing Self

• Induction training.

• Observing and listening to more experienced colleagues.

• Putting formal training and coaching into practice.

• Taking feedback on board.

• Personal development plan in place and active.

• Attending and participating in team training sessions.

• A good knowledge of the sales and leasing process.

• Good knowledge of the day-to-day terminology.

• Able to use basic functions in all systems relevant to the role.

• Demonstrate basic IT skills necessary for the role.

• Basic knowledge of compliance requirements relevant to the role.

• Able to complete Heads of Terms.

• Able to confidently explain yield.

Role Summary:

The Commercial Advisor role is a great place for you to learn, develop and progress your career in the commercial property industry. Initially, you will be spending much of your time dealing with enquiries and be required to accompany viewings, whilst gaining an understanding of Commercial Estate Agency and the M&B sales and leasing processes. Over time the role and your responsibilities will grow in line with your personal development programme and on the job training, to ensure you have all the knowledge, skills, and experience to meet the expected performance as a fully trained Commercial Sales Negotiator, managing your own book of clients and contributing to the success of your team and office.

COMMUNICATION + COLLABORATION DELIVERY

• Positively contributes to ideas and group discussions.

• Communicates confidently and to a high standard with clients both written and verbal.

• Able to handle difficult situations to a positive outcome when required.

• Positively engages with communication platforms across the business.

• Offers help and is flexible to the needs of the team.

• Positively contributes to team morale.

• Avoids blame.

• Demonstrates basic emotional intelligence when communicating with colleagues and clients alike.

• Consistently achieves targets expected.

• Identifies referral opportunities.

• Organised.

• Manages time efficiently.

• Represents our business to a high standard when with clients in the office or out on viewings.

• Effective at registering clients, booking viewings, and securing valuations to M&B standards.

Role Summary:

As a Commercial Negotiator you will have already developed a good base knowledge of Commercial Estate Agency and will now be well on your way to mastering your skills. Your will be building on all the skills and experiences from your first couple of years and will be taking a more active role in the office, starting to handle sales & leasing offers, supporting newer members of the team, and delivering an exceptional client experience.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• Gaining a deeper understanding of our industry.

• Putting all formal training and coaching into practise.

• Taking feedback on board.

• Personal development plan in place and active.

• Attending and participating in office training sessions.

• Owning self-development-Seeking opportunities to improve knowledge and capability.

Developing Others

• Voluntarily contributing to the development of peers.

• Role model.

• Good all-round knowledge of the full sales process.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant to the role.

• Demonstrates the necessary IT skills required to fulfil the role.

• Good working knowledge of all relevant compliance and regulatory requirements.

• Positively contributes to ideas and group discussions.

• Communicates confidently and to a high standard with clients both written and verbal.

• Able to handle difficult situations to a positive outcome when required.

• Positively engages with communication platforms across the business.

• Offers help and is flexible to the needs of the team.

• Positively contributes to team morale.

• Avoids blame.

• Demonstrates basic emotional intelligence when communicating with colleagues and clients alike.

• Consistently achieves targets expected, and regularly exceeds minimum expectations.

• Sets personal stretching goals to overachieve-benchmarks against top performers.

• Demonstrates tenacity and drive to secure all business opportunities.

• Organised and manages time efficiently.

• Represents our business to a high standard.

• Skilled at registering clients, booking viewings, and securing valuations to M&B standards.

• If required by the office, you will start to confidently handle offers and negotiations.

• Identifies business opportunities and able to strategize to ensure success.

SALARY BAND

NEGOTIATOR

Role Summary:

As a Commercial Senior Negotiator, you will have developed an expert knowledge of Commercial Estate Agency and will be a vital member of the team, well placed to support the development of your newer colleagues. Sharing your tried and tested best practice, you will be a “go-to” colleague in the office to help maximise every opportunity and expertly strategize to achieve successful outcomes. You will consistently deliver an exceptional client experience and have the skills to help find positive solutions to the many varied and complex issues that you face in your day-to-day role.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• The level of knowledge and experience in our industry is moving towards “mastery”.

• Seeking out formal training and coaching opportunities to improve skill set further.

• Personal development plan in place and active.

• Finding opportunities to design and deliver office training sessions.

• Owning self-development-being clear on the steps needed to maximise your potential.

Developing Others

• A key figure in the development of your peers.

• Role model.

• An advocate of change for the greater good of the business.

• Expert all-round knowledge of the full sales process.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant to the role.

• Demonstrates the necessary IT skills required to fulfil the role.

• Excellent working knowledge of all relevant compliance and regulatory requirements.

• Takes steps to understand the technical know-how needed outside of your immediate role, providing additional support and a deeper understanding of the wider business.

• A thought leader- instigating positive group discussions to seek out better ways to move the business or team forward.

• Finds positive outcomes from the most challenging of situations.

• Deliver an exceptional client experience.

• Owns a problem.

• Offers help willingly and shows flexibility to meet the needs of the team.

• Actively engages with all communication platforms across the business.

• Actively contributes to positive team morale.

• Avoids blame.

• Consistently uses emotional intelligence when communicating with colleagues and clients alike.

• Consistently achieves targets expected, and regularly exceeds minimum expectations.

• Sets personal stretching goals to overachieve-benchmarks against top performers.

• Demonstrates tenacity and drive to secure all business opportunities.

• Organised and manages time efficiently.

• Represents our business to a high standard.

• Highly skilled at registering clients, securing cross sale opportunities, and scoring valuations to M&B standards.

• Able to confidently handle complex offers and negotiations.

• Identifies business opportunities and able to strategize to ensure success.

LETTINGS APPRENTICE

BAND

1

DEVELOPMENT TECHNICAL

Developing Self

• Induction training.

• Apprenticeship training.

• Observing and listening to more experienced colleagues.

• Putting formal training and coaching into practice.

• Taking feedback on board.

• Personal development plan in place and active.

• Attending and participating in office training sessions.

• A basic knowledge of the lettings process.

• Basic knowledge of the day-to-day terminology.

• Able to use basic functions in all systems relevant for role.

• Demonstrate basic IT skills necessary for role.

• Basic knowledge of compliance requirements relevant to role.

Role Summary:

The Apprentice role is a great place for you to learn and develop ready to progress your career further in Residential Lettings. Initially, you will be spending time learning new systems and gaining a basic understanding of the Lettings Industry as well as some of the regulations Landlords and Agents must adhere to. Over time your role and your responsibilities will grow in line with your personal development programme and on the job training, to ensure you have all the knowledge, skills, and experience to meet the expected performance as a fully trained Property Manager, managing your own portfolio of properties and contributing to the success of your team and office.

COMMUNICATION + COLLABORATION DELIVERY

• Contributes to ideas and group discussions.

• Communicates confidently with clients both written and verbal.

• Asks for help when needed.

• Engages with all communication platforms across our business.

• Confident and friendly telephone manner.

• Positively contributes to team morale.

• Avoids blame.

• Consistently achieves targets expected.

• Identifies referral opportunities.

• Organised.

• Manages time efficiently.

• Represents our business to a high standard when dealing with Landlords and Tenants.

• Effective at taking details of maintenance issues, understanding the property key system, and delivering M&B excellent customer service standards.

Role Summary:

The Lettings Advisor role is a great place for you to learn and develop ready to progress your career further in the property industry. Initially, you will be spending much of your time out in the local area to accompany viewings, whilst gaining an understanding of a Lettings Agency and the Lettings processes, we have in place.

Over time the role and your responsibilities will grow in line with your personal development programme and on the job training, to ensure you have all the knowledge, skills, and experience to meet the expected performance as a fully trained Lettings Negotiator, managing your own book of clients and contributing to the success of your team and office.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• Induction training.

• Observing and listening to more experienced colleagues.

• Putting formal training and coaching into practice.

• Taking feedback on board.

• Personal development plan in place and active.

• Attending and participating in office training sessions.

• A good knowledge of the lettings process.

• Good knowledge of the day-to-day terminology.

• Able to use basic functions in all systems relevant to the role.

• Demonstrate basic IT skills necessary for the role.

• Basic knowledge of compliance requirements relevant to the role.

• Contributes to ideas and group discussions.

• Communicates confidently with clients both written and verbal.

• Asks for help when needed.

• Engages with all communication platforms across our business.

• Confident and friendly telephone manner.

• Positively contributes to team morale.

• Avoids blame.

• Consistently achieves targets expected.

• Identifies referral opportunities.

• Organised.

• Manages time efficiently.

• Represents our business to a high standard when with clients in the office or out on viewings.

• Effective at registering clients, booking viewings, and securing valuations to M&B standards.

Role Summary:

As a Lettings Negotiator, you will have already developed a good base knowledge of a Letting Agency and will now be well on your way to mastering your skills. Your will be building on all the skills and experiences from your first couple of years and will be taking a more active role in the office, starting to handle offers, supporting newer members of the team, and delivering an exceptional client experience.

•

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

Gaining a deeper understanding of our industry.

• Putting all formal training and coaching into practise.

• Taking feedback on board.

• Personal development plan in place and active.

• Attending and participating in office training sessions.

• Owning self-development-Seeking opportunities to improve knowledge and capability.

Developing Others

• Voluntarily contributing to the development of peers.

• Role model.

• Good all-round knowledge of the full lettings process.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant to the role.

• Demonstrates the necessary IT skills required to fulfil the role.

• Good working knowledge of all relevant compliance and regulatory requirements.

• Positively contributes to ideas and group discussions.

• Communicates confidently and to a high standard with clients both written and verbal.

• Able to handle difficult situations to a positive outcome when required.

• Positively engages with communication platforms across the business.

• Offers help and is flexible to the needs of the team.

• Positively contributes to team morale.

• Avoids blame.

• Demonstrates basic emotional intelligence when communicating with colleagues and clients alike.

• Consistently achieves targets expected, and regularly exceeds minimum expectations.

• Sets personal stretching goals to overachieve-benchmarks against top performers.

• Demonstrates tenacity and drive to secure all business opportunities.

• Organised and manages time efficiently.

• Represents our business to a high standard.

• Skilled at registering clients, booking viewings, and securing valuations to M&B standards.

• If required by the office, you will start to confidently handle offers and negotiations.

• Identifies business opportunities and able to strategize to ensure success.

Role Summary:

As a Senior Lettings Negotiator, you will have developed an expert knowledge of a Lettings Agency and will be a vital member of the team, well placed to support the development of your newer colleagues. Sharing your tried and tested best practice, you will be a “go-to” colleague in the office to help maximise every opportunity and expertly strategize to achieve successful outcomes. You will consistently deliver an exceptional client experience and have the skills to help find positive solutions to the many varied and complex issues that you face in your day-to-day role.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• The level of knowledge and experience in our industry is moving towards “mastery”.

• Seeking out formal training and coaching opportunities to improve skill set further.

• Personal development plan in place and active.

• Finding opportunities to design and deliver office training sessions.

• Owning self-development-being clear on the steps needed to maximise your potential.

Developing Others

• A key figure in the development of your peers.

• Role model.

• An advocate of change for the greater good of the business.

• Expert all-round knowledge of the full lettings process.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant to the role.

• Demonstrates the necessary IT skills required to fulfil the role.

• Excellent working knowledge of all relevant compliance and regulatory requirements.

• Takes steps to understand the technical know-how needed outside of your immediate role, providing additional support and a deeper understanding of the wider business.

• Successfully achieved Level 3 Award in Residential Lettings and Property Management.

• A thought leader- instigating positive group discussions to seek out better ways to move the business or team forward.

• Finds positive outcomes from the most challenging of situations.

• Deliver an exceptional client experience.

• Owns a problem.

• Offers help willingly and shows flexibility to meet the needs of the team.

• Actively engages with all communication platforms across the business.

• Actively contributes to positive team morale.

• Avoids blame.

• Consistently uses emotional intelligence when communicating with colleagues and clients alike.

• Consistently achieves targets expected, and regularly exceeds minimum expectations.

• Sets personal stretching goals to overachieve-benchmarks against top performers.

• Demonstrates tenacity and drive to secure all business opportunities.

• Organised and manages time efficiently.

• Represents our business to a high standard.

• Highly skilled at registering clients, securing cross sale opportunities, and scoring valuations to M&B standards.

• Able to confidently handle complex offers and negotiations.

• Identifies business opportunities and able to strategize to ensure success.

Role Summary:

As a Trainee Lettings Valuer, you will have shown a keen interest in moving towards the listing side of our business. Your skill set would lend itself to the skills required to be an effective valuer, and so this is an opportunity to explore this further in readiness for a valuer role in the near future.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• A high level of knowledge in our industry.

• Able to skilfully role-play our lettings scripts. With the ability to overcome common objections.

• Develop a Growth Mindset-continually looking for learning opportunities.

• Personal development plan in place and active.

• Regularly designing and delivering effective and engaging office training sessions.

• Works to identify and develop their own coaching style.

Developing Others

• A key figure in the development of your peers.

• Regularly provides meaningful developmental feedback.

• Takes responsibility for coaching newer members of the team.

• Role model.

• An advocate of change for the greater good of the business.

• Good all-round knowledge of the full lettings process.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant to the role.

• Demonstrates the necessary IT skills required to fulfil the role. necessary IT skills required to fulfil the role.

• Excellent working knowledge of all relevant compliance and regulatory requirements.

• Understands how the business presenter is used effectively and to the M&B standard.

• Has a basic knowledge and understanding of the Valuation Pathway.

• Understands fees and conversion rate and able to use this knowledge when communicating with clients.

• Uses initiative and embraces additional responsibility to support manager.

• Able to find positive outcomes from the most challenging of situations-solution focused.

• Offers help willingly and shows flexibility to meet the needs of the team.

• Actively contributes to positive team morale.

• Actively engages across all communication platforms.

• Displays emotional intelligence when communicating with colleagues and clients alike.

• Welcomes input and guidance from other valuers in the team to agree strategy.

• Able to form strong relationships with the team referrers which is based on mutual respect and support.

• Working towards the targets expected.

• Sets personal goals-benchmarking against peer group to monitor performance.

• Demonstrates tenacity and drive to secure all business opportunities.

• Organised and manages time efficiently.

• Represents our business to a high standard.

• Highly skilled at registering clients, securing cross sale opportunities, and scoring valuations to M&B standards.

• Able to confidently handle offers and negotiations as required by the office.

• Identifies business opportunities and able to strategize to ensure success.

• Plays an active part in lettings meetingsupdating the team on successes and plans.

• Utilises growing Influencing skills to win and successfully close deals.

• Building the confidence to use initiative and instinct when reviewing each situation with the ability to adapt and overcome.

Role Summary:

As a Lettings Manager you will have spent time building your knowledge and experience in a negotiator role and have demonstrated you are now ready to step across into the valuing area of our business. You will have the opportunity to further utilise the formal training to build your confidence and capability when attending valuations and securing listings for your office. You will focus on winning business by delivering an exceptional service to your clients, building effective relationships, and doing right by your client, in turn beginning to build your reputation as a skilful, respectful, and talented agent.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• Expert knowledge and experience in our industry.

• Seeking out formal training and coaching opportunities to improve skill set further.

• Has mastered our lettings scripts and the ability to overcome common objections with ease.

• Demonstrates a Growth Mindsetcontinually looking for learning opportunities captured against a PDP.

• Finding opportunities to design and deliver office training sessions.

• Benchmarking against and learning from senior valuer in their office.

• Uses initiative and embraces additional responsibility to support manager.

Developing Others

• A key figure in the development of your peers.

• Role model.

• Regularly provides meaningful developmental feedback to improve the quality of the team’s referrals.

• Expert all-round knowledge of the full lettings process.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant to the role.

• Demonstrates the necessary IT skills required to fulfil the role.

• Excellent working knowledge of all relevant compliance and regulatory requirements.

• Takes steps to understand the technical know-how needed outside of your immediate role, providing additional support and a deeper understanding of the wider business.

• Ability to use the business presenter effectively and to the M&B standard.

• Excellent understanding of fees and conversion rate and able to use this knowledge when communicating with clients.

• Skilled statistician/mathematician-the ability to communicate data and numbers clearly.

• Successfully achieved Level 3 Award in Residential Lettings and Property Management.

• Delivers an exceptional client experience.

• Owns a problem and avoids blame.

• Offers help willingly and shows flexibility to meet the needs of the team.

• Actively engages with all communication platforms across the business.

• Contributes to positive team morale.

• Uses emotional intelligence when communicating with colleagues and clients alike.

• Able to create positive outcomes from the most challenging of situations.

• Communicates clearly and concisely, providing clarity when dealing with vendors.

• Works collaboratively with other valuers in the team to agree strategy.

• Able to form strong relationships with the team referrers which is based on mutual respect and support.

• Exceptional influencing skills

• Consistently achieves targets expected, and regularly exceeds minimum expectations.

• Sets personal stretching goals to overachieve-benchmarking against top performers.

• Demonstrates tenacity and drive to secure all business opportunities.

• Organised and manages time efficiently.

• Represents our business to a high standard.

• Able to confidently handle complex offers and negotiations if needed.

• Identifies business opportunities and able to strategize to ensure success.

• Plays an active part in lettings meetingsupdating the team on successes and plans.

• Expert ability to read the client and assess each situation coupled with the ability to adapt style and approach in order to win.

LETTINGS MANAGER

BAND

Role Summary:

As a Senior Lettings Manager, you will have spent time building your knowledge and experience in a negotiator role and have demonstrated you are now ready to step across into the valuing area of our business. You will have the opportunity to further utilise the formal training to build your confidence and capability when attending valuations and securing listings for your office. You will focus on winning business by delivering an exceptional service to your clients, building effective relationships, and doing right by your client, in turn beginning to build your reputation as a skilful, respectful, and talented agent.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• Expert knowledge and experience in our industry.

• Seeking out formal training and coaching opportunities to improve skill set further.

• Personal development plan in place and active.

• Finding opportunities to design and deliver office training sessions.

• Benchmarking against and learning from senior valuer in their office.

• Owning self-development-being clear on the steps needed to maximise your potential.

• Uses initiative and embraces additional responsibility to support manager.

Developing Others

• A key figure in the development your peers.

• Coaching newer valuers.

• Role model.

• Welcomes and champions business changes.

• Regularly provides meaningful developmental feedback to improve the quality of referrals.

• Ability to adapt and gain thorough understanding of the geographical area you are required to operate in.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant to the role.

• Demonstrates the necessary IT skills required to fulfil the role.

• Excellent working knowledge of all relevant compliance and regulatory requirements.

• Takes steps to understand the technical know-how needed outside of your immediate role, providing additional support and a deeper understanding of the wider business.

• Ability to use the business presenter effectively and to the M&B standard.

• Excellent understanding of fees and conversion rate and able to use this knowledge when communicating with clients.

• Skilled statistician/mathematician-the ability to communicate data and numbers clearly and confidently with clients.

• Successfully achieved Level 3 Award in Residential Lettings & Property Management.

• Displays emotional intelligence when communicating with colleagues and clients alike.

• Delivers an exceptional client experience.

• Owns a problem and avoids blame.

• Offers help willingly and shows flexibility to meet the needs of the team.

• Actively engages with all communication platforms across the business.

• Actively contributes to positive team morale.

• Consistently uses emotional intelligence when communicating with colleagues and clients alike.

• Able to create positive outcomes from the most challenging of situations.

• Communicates clearly and concisely, providing clarity when dealing with vendors.

• Works collaboratively with other valuers in the team to agree strategy.

• Able to form strong relationships with the team referrers which is based on mutual respect and support.

• Consistently achieves targets expected, and regularly exceeds minimum expectations.

• Demonstrates tenacity and drive to secure all business opportunities.

• Organised and manages time efficiently.

• Represents our business to a high standard.

• Able to confidently handle complex offers and negotiations if needed.

• Hunts down business opportunities and able to expertly strategize to ensure success.

• Plays an active part in lettings meetingsupdating the team on successes and plans.

• Expert ability to read the client and assess each situation coupled with the ability to adapt style and approach in order to win.

• Consistently performing within the top quartile (?) of valuers in the business.

• Takes responsibility for delivering the listings target for their office.

• Exceeds fee target for the majority of listings.

Role Summary:

The Sales Advisor role is a great place for you to learn and develop ready to progress your career further in the property industry.

Initially, you will be spending time with the L&NH Sales Team, gaining an understanding of Estate Agency, the M&B sales processes and how our department differs to a sales branch. Over time the role and your responsibilities will grow in line with your personal development programme and on the job training, to ensure you have all the knowledge, skills, and experience to meet the expected performance as a fully trained Sales Negotiator, assisting us to manage New Home buyers and contributing to the success of your team and department.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• Induction training.

• Observing and listening to more experienced colleagues.

• Putting formal training and coaching into practice.

• Taking feedback on board.

• Personal development plan in place and active.

• Attending and participating in office training sessions.

• A good knowledge of the sales process.

• Good knowledge of the day-to-day terminology.

• Able to use basic functions in all systems relevant for role.

• Demonstrate basic IT skills necessary for role.

• Basic knowledge of compliance requirements relevant to role.

• Contributes to ideas and group discussions.

• Communicates confidently with clients both written and verbal.

• Asks for help when needed.

• Engages with all communication platforms across our business.

• Confident and friendly telephone manner.

• Positively contributes to team morale.

• Avoids blame.

• Consistently achieves targets expected.

• Identifies referral opportunities.

• Organised.

• Manages time efficiently.

• Represents our business to a high standard when with clients in the office or out on viewings.

• Effective at registering clients, booking viewings, attending open days, collecting constructive feedback and learn all aspects of marketing.

Role Summary:

As a Sales Negotiator, you will have already developed a good base knowledge of Estate Agency and how the L&NH’s department differs to branch and will now be well on your way to mastering your skills. You will be building on all the skills and experiences from your first couple of years and will be taking a more active role in the office, starting to handle offers, supporting newer members of the team, and delivering an exceptional client experience.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• Gaining a deeper understanding of our industry.

• Putting all formal training and coaching into practise.

• Taking feedback on board.

• Personal development plan in place and active.

• Attending and participating in office training sessions.

• Owning self-development-Seeking opportunities to improve knowledge and capability.

Developing Others

• Voluntarily contributing to the development of peers.

• Role model.

• Good all-round knowledge of the full sales process.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant to the role.

• Demonstrates the necessary IT skills required to fulfil the role.

• Good working knowledge of all relevant compliance and regulatory requirements.

• Understands how to collect and input data into our market intelligence information sheets.

• Demonstrates a good understanding and support to all aspects of marketing.

• Positively contributes to ideas and group discussions.

• Communicates confidently and to a high standard with clients both written and verbal.

• Able to handle difficult situations to a positive outcome when required.

• Positively engages with communication platforms across the business.

• Offers help and is flexible to the needs of the team.

• Positively contributes to team morale.

• Avoids blame.

• Demonstrates basic emotional intelligence when communicating with colleagues and clients alike.

• Consistently achieves targets expected, and regularly exceeds minimum expectations.

• Sets personal stretching goals to overachieve-benchmarks against top performers.

• Demonstrates tenacity and drive to secure all business opportunities.

• Organised and manages time efficiently.

• Represents our business to a high standard.

• Skilled at registering clients, booking viewings, and obtaining constructive feedback.

• Delivery of feedback to clients including weekly reporting.

• You will handle offers and negotiations.

• Identifies business opportunities and able to strategize to ensure success.

BAND

Role Summary:

As a Senior Sales Negotiator, you will have developed an expert knowledge of Estate Agency with excessive knowledge of Land & New Homes and will be a vital member of the team, well placed to support the development of your newer colleagues. Sharing your tried and tested best practice, you will be a “go-to” colleague in the office to help maximise every opportunity and expertly strategize to achieve successful outcomes. You will consistently deliver an exceptional client experience and have the skills to help find positive solutions to the many varied and complex issues that you face in your day-to-day role.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• The level of knowledge and experience in our industry is moving towards “mastery”.

• Seeking out formal training and coaching opportunities to improve skill set further.

• Personal development plan in place and active.

• Finding opportunities to design and deliver office training sessions.

• Owning self-development-being clear on the steps needed to maximise your potential.

Developing Others

• A key figure in the development of your peers.

• Role model.

• An advocate of change for the greater good of the business.

• Expert all-round knowledge of the full sales process.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant for role.

• Demonstrates the necessary IT skills required to fulfil the role.

• Excellent working knowledge of all relevant compliance and regulatory requirements.

• Takes steps to understand the technical know-how needed outside of your immediate role, providing additional support and a deeper understanding of the wider business.

• A thought leader- instigating positive group discussions to seek out better ways to move the business or team forward.

• Finds positive outcomes from the most challenging of situations.

• Deliver an exceptional client experience.

• Owns a problem.

• Offers help willingly and shows flexibility to meet the needs of the team.

• Actively engages with all communication platforms across the business.

• Actively contributes to positive team morale.

• Avoids blame.

• Consistently uses emotional intelligence when communicating with colleagues and clients alike.

• Consistently achieves targets expected, and regularly exceeds minimum expectations.

• Sets personal stretching goals to overachieve-benchmarks against top performers.

• Demonstrates tenacity and drive to secure all business opportunities.

• Organised and manages time efficiently.

• Represents our business to a high standard.

• Highly skilled at registering clients, securing cross sale opportunities and managing open day feedback.

• Demonstrates how to conduct an open day, how to collect and report constructive feedback and collate in a report to the client.

• Able to confidently handle complex offers and negotiations.

• Identifies business opportunities and able to strategize to ensure success.

Role Summary:

As a Deputy Sales Manager you will have spent time perfecting your sales and service skills to an exceptional level over time, but you are now ready to utilise this learning further to support the development of your team. In doing so, you will provide invaluable assistance to your manager in leading your team to success. This is likely to be your first leadership role and brings with it a level of accountability and responsibility for group performance and the client experience in your office, while also sharing the responsibility for some of the more operational aspects of managing a team.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• You have developed to a “master” level of knowledge in our industry.

• Demonstrates a Growth Mindsetcontinually looking for learning opportunities.

• Personal development plan in place and active.

• Regularly designing and delivering effective and engaging office training sessions.

• Works to identify and develop their own coaching style.

Developing Others

• A key figure in the development of your peers.

• Regularly provides meaningful developmental feedback.

• Takes responsibility for coaching newer members of the team.

• Role model.

• An advocate of change for the greater good of the business.

• Expert all-round knowledge of the full sales process.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant to the role.

• Demonstrates the necessary IT skills required to fulfil the role.

• Excellent working knowledge of all relevant compliance and regulatory requirements.

• Takes steps to understand the technical know-how needed outside of your immediate role, providing additional support and a deeper understanding of the wider business.

• Has a basic understanding of all people processes and systems in place to manage the team effectively, deputising for the manager with ease.

• Ability to produce and analyse accurate MI to support sales management approach.

• A thought leader- instigating positive group discussions to seek out better ways to move the business or team forward.

• Uses initiative and embraces additional responsibility to support manager.

• Able to find positive outcomes from the most challenging of situations.

• Takes personal responsibility for the client experience delivered within the team.

• Able to form effective working relationships with all key stakeholders across the business.

• Challenges effectively to raise standards.

• Offers help willingly and shows flexibility to meet the needs of the team.

• Actively contributes to positive team morale.

• Actively engages across all communication platforms.

• Displays emotional intelligence when communicating with colleagues and clients alike.

• Identifies opportunities to set challenges and incentives in help the team meet performance goals.

• Thinks outside the box to win.

• Able to motivate and inspire others to get the best out of every opportunity.

• When asked, delivers effective sales meetings to support team performance.

• Coach key players in the team to successfully negotiate and secure all business opportunities.

• Organised and manages time efficiently.

• Supports colleagues to meet minimum standards when registering clients, securing cross sale opportunities, and scoring valuations.

• Able to confidently handle complex offers and negotiations independently.

• Identifies business opportunities and able to strategize to ensure success.

Role Summary:

As a Sales Negotiator you will have already developed a good base knowledge of Estate Agency and will now be well on your way to mastering your skills. You will be building on all the skills and experiences from your first couple of years and will be taking a more active role in the team, starting to handle offers, supporting newer members of the team, and delivering an exceptional client experience.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• Gaining a deeper understanding of our industry.

• Putting all formal training and coaching into practise.

• Taking feedback on board.

• Personal development plan in place and active.

• Attending and participating in team training sessions.

• Owning self-development. Seeking opportunities to improve knowledge and capability.

Developing Others

• Voluntarily contributing to the development of peers.

• Role model.

• Good all-round knowledge of the full sales process.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant to the role.

• Demonstrates the necessary IT skills required to fulfil the role.

• Good working knowledge of all relevant compliance and regulatory requirements.

• Positively contributes to ideas and group discussions.

• Communicates confidently and to a high standard with clients both written and verbal.

• Able to handle difficult situations to a positive outcome when required.

• Positively engages with communication platforms across the business.

• Offers help and is flexible to the needs of the team.

• Positively contributes to team morale.

• Avoids blame.

• Demonstrates basic emotional intelligence when communicating with colleagues and clients alike.

• Consistently achieves targets expected, and regularly exceeds minimum expectations.

• Sets personal stretching goals to overachieve-benchmarks against top performers.

• Demonstrates tenacity and drive to secure all business opportunities.

• Organised and manages time efficiently.

• Represents our business to a high standard.

• Skilled at registering clients, booking viewings, and securing valuations to M&B standards.

• If required by the team, you will start to confidently handle offers and negotiations.

• Identifies business opportunities and able to strategize to ensure success.

BAND

Role Summary:

As an Exclusive Homes Senior Negotiator, you will already have earnt your stripes as a top performing negotiator in our business. This role will give you the opportunity to grow and develop further within this niche business area. You will possess the ability to communicate effectively with high-net-worth clients, inspiring confidence in your knowledge and ability to take care of their property negotiations and in doing so to enjoy the “exclusive” experience that we aim to deliver as part of our brand promise. Often working alongside multiple branch teams, the skills to build effective working relationships built on trust and support will also be the key to your success.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• Expert knowledge and experience in our industry.

• Personal development plan in place and active.

• Often designing and delivering office training sessions to impact listings performance.

• Growth Mindset-acknowledges there are always opportunities to develop and learn.

• Uses initiative and embraces additional responsibility to motivate and collaborate with the branches you support.

• Remains updated on all industry news, trends, and changes.

• Has mastered our sales scripts and the ability to overcome common objections with ease.

Developing Others

• Coaching branch teams and exclusive reps to impact the Exclusive service performance.

• Role model.

• Welcomes and champions business changes.

• Regularly provides meaningful developmental feedback to improve the quality of the team’s referrals.

• Expert all-round knowledge of the full sales process.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant to the role.

• Demonstrates the necessary IT skills required to fulfil the role.

• Good working knowledge of all relevant compliance and regulatory requirements.

• Excellent knowledge and understanding of the wider business and bolt on services.

• Exceptional use of business presenter to the M&B standard.

• Displays emotional intelligence when communicating with colleagues and clients alike.

• Delivers an exceptional client experience in line with the Exclusive brand.

• Offers help willingly and shows flexibility to meet the needs of the team.

• Actively engages with all communication platforms across the business.

• Actively contributes to positive working relationships and collaboration within the offices you work with.

• Able to create positive outcomes from the most challenging of situations and helps colleagues to find solutions too-avoids blame.

• Communicates clearly and concisely, providing clarity when dealing with clients.

• Works collaboratively with your team to agree strategy and achieve goals.

• Consistently achieves targets expected, and regularly exceeds minimum expectations.

• Demonstrates tenacity and drive to secure all business opportunities.

• Organised and manages time efficiently.

• Takes pride in our brand and our reputation.

• Able to handle complex offers and negotiations.

• Hunts down business opportunities and able to expertly strategize to ensure success.

• Plays an active part in sales meetingsupdating the team on successes and plans.

• Exceptional sales skills with the ability see the bigger picture and the ability to adapt style and approach in order to win.

• Sets personal stretching goals to overachieve-benchmarks against top performers.

EXCLUSIVE HOMES MANAGER / SENIOR VALUER

Role Summary:

BAND

As an Exclusive Homes Deputy Manager, you will have spent time perfecting your sales and service skills to an exceptional level over time, but you are now ready to utilise this learning further to support the development of your team. In doing so, you will provide invaluable assistance to your manager in leading your team to success. This is likely to be your first leadership role and brings with it a level of accountability and responsibility for group performance and the client experience delivered by your team, while also sharing the responsibility for some of the more operational aspects of managing a team.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• Expert knowledge and experience in our industry.

• Seeking out formal training and coaching opportunities to improve skill set further.

• Personal development plan in place and active.

• Often designs and delivers team training sessions to impact performance.

• Growth Mindset-acknowledges there are always opportunities to develop and learn.

• Uses initiative and embraces additional responsibility to support manager.

• Gaining an understanding of effective leadership.

Developing Others

• A key figure in the development your peers.

• Coaching newer colleagues to use our sales scripts effectively.

• Role model.

• Welcomes and champions business changes.

• Regularly provides meaningful developmental feedback to improve the quality of the team’s referrals.

• Expert all-round knowledge of the full sales process.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant for role.

• Demonstrates the necessary IT skills required to fulfil the role.

• Good working knowledge of all relevant compliance and regulatory requirements.

• Excellent knowledge and understanding of the wider business and referral processes.

• Good understanding of the Valuation Pathway.

• Excellent understanding of fees and conversion rates.

• Ability to produce and analyse accurate MI to support sales management approach.

• Has a basic understanding of all people processes and systems in place to manage the team.

• Uses initiative and embraces additional responsibility to support manager.

• Able to find positive outcomes from the most challenging of situations.

• Takes personal responsibility for the client experience delivered by the team.

• Able to form effective working relationships with all key stakeholders across the business.

• Challenges effectively to raise standards.

• Offers help willingly and shows flexibility to meet the needs of the team.

• Actively contributes to positive team morale.

• Actively engages across all communication platforms.

• Displays emotional intelligence when communicating with colleagues and clients alike.

• Identifies opportunities to set challenges and incentives in help the team meet performance goals.

• Thinks outside the box to win.

• Able to motivate and inspire others be tenacious and get the best out of every opportunity.

• Coaches key players in the team to successfully negotiate and secure all business opportunities.

• Organised and manages time efficiently. Takes pride in our brand and our reputation.

• Able to confidently handle complex offers and negotiations independently.

• Identifies business opportunities and able to strategize to ensure success.

7

EXCLUSIVE HOMES MANAGER SALARY BAND

Role Summary:

This role will give you the opportunity to further demonstrate your expertise and move your current valuing skills from good to expert; listing “exclusive” properties within a geographical area. As a senior role you will be the best of the best and will also begin to find opportunities to mentor newer valuers who will benefit from learning your tried and tested methods to success. You will demonstrate your knowledge and experience of this niche market, forming trusted relationships with our high-net-worth clients, consistently delivering the “exclusive” experience expected as part of our brand promise.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• Expert knowledge and experience in our industry.

• Seeking out formal training and coaching opportunities to improve skill set further.

• Personal development plan in place and active.

• Growth Mindset-acknowledges there are always opportunities to develop and learn.

• Uses initiative and embraces additional responsibility to support manager.

• Keeps up to date with industry trends, news, and changes.

• Has mastered our sales scripts and the ability to overcome common objections with ease.

Developing Others

• A key figure in the development of your peers.

• Coaching newer valuers.

• Role model.

• Welcomes and champions business changes.

• Regularly provides meaningful developmental feedback to improve the quality of the team’s referrals.

• Expert all-round knowledge of the full sales process.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant for role.

• Demonstrates the necessary IT skills required to fulfil the role.

• Good working knowledge of all relevant compliance and regulatory requirements.

• Excellent knowledge and understanding of the wider business.

• Exceptional use of business presenter to the M&B standard.

• Expert knowledge and understanding of the Valuation Pathway.

• Excellent understanding of fees and conversion rate and able to use this knowledge when communicating with clients.

• Skilled statistician/mathematician-the ability to communicate data and numbers clearly and confidently with clients.

• Displays emotional intelligence when communicating with colleagues and clients alike.

• Delivers an exceptional client experience.

• Owns a problem and avoids blame.

• Offers help willingly and shows flexibility to meet the needs of the team.

• Actively engages with all communication platforms across the business.

• Actively contributes to positive team morale.

• Able to create positive outcomes from the most challenging of situations and helps colleagues to find solutions too.

• Communicates clearly and concisely, providing clarity when dealing with vendors.

• Works collaboratively with other valuers in the team to agree strategy.

• Able to form strong relationships with the team referrers which is based on mutual respect and support.

• Consistently achieves targets expected, and regularly exceeds minimum expectations.

• Demonstrates tenacity and drive to secure all business opportunities.

• Organised and manages time efficiently.

• Takes pride in our brand and our reputation.

• Able to support the office with complex offers and negotiations if needed.

• Hunts down business opportunities and able to expertly strategize to ensure success.

• Plays an active part in sales meetingsupdating the team on successes and plans.

• Exceptional sales skills with the ability see the bigger picture and the ability to adapt style and approach in order to win.

• Consistently performing within the top quartile of valuers in the business for listings volume and fee.

• Takes responsibility for delivering the listings target for your office.

TRAINEE ADVISOR

Job

BAND

Role Summary:

As a Trainee Advisor, you will be at the very start of your advisor journey, working hard to get the required qualifications and competent status under your belt and finding every opportunity to put your learning into practice. As you immerse yourself into the day-to-day role you will be building your knowledge of products, lender criteria and the business compliance requirements, while getting used to the systems and processes necessary for you to meet the role expectations.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• To attend and complete all Induction training.

• Build knowledge on all mortgage, protection, and general insurance products, as well as the house purchasing process including roles and responsibilities.

• Observe and shadow experienced colleagues.

• Attend and participate in all required learning opportunities.

• Put all formal and informal training and coaching into practice.

• Gives high importance to forming a positive working relationship with your buddy/mentor-open to feedback and seeking their input and experience to impact your own performance.

• Take feedback on board and implement development actions agreed.

• Positive mindset and a can-do attitude.

• Good knowledge of the case management team including their role and responsibilities.

• Maintain industry CPD (Continues Personal Development) in line with FCA and Network regulations.

• Attain Full CeMAP qualification

• Follow a fully compliant sales process.

• Complete and pass all annual mandatory product and technical tests in line with network guidelines.

• Effectively present client solutions and deliver advice on all areas of Mortgage and protection planning.

• Good use of MIDAS systems and submission standards.

• Good use of all lender portals and systems.

• To meet sales and minimum advice quality levels, securing full sign off and attain CAS (competent Adviser Status) within an agreed time frame.

• Able to suggest solutions and insights overcoming the most challenging of situations.

• Takes personal responsibility for the client experience delivered, ensuring it is conducted verbally and digitally to the highest standard.

• Good tracking standards to maintain relationships with clients through the sales journey.

• Able to form effective working relationships with all key stakeholders across the business.

• Offers help willingly and shows flexibility to meet the needs of the team.

• Asks for help when needed.

• Actively engages across all communication platforms.

• Contributes positively to the team morale.

• Works collaboratively with colleagues to explore solutions and share best practice.

• Displays emotional intelligence when communicating with colleagues and clients alike.

• Consistently achieves sales targets expected.

• Maintains good protection penetration rates and cross-sales.

• Meets all network KPI’s and maintains a low-risk score.

• Identifies referral opportunities.

• Well organised and manages time and priorities efficiently.

• Delivers advice and recommendation services to clients, not falling into implied, limited, or non-advice situations.

• Able to motivate and drive lead resources with an eye for detail to explore opportunities.

• Able to manage time effectively to maximise every opportunity.

MORTGAGE ADVISOR

Role Summary:

As a Financial Services Advisor, you will have completed your training and you are now demonstrating your skill and knowledge as a fully competent advisor, meeting the performance and compliance expectations relevant to your experience. You have enough flying hours under your belt to now feel confident and competent in dealing with most client scenarios including the slightly more complex.

SALARY BAND

6

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• To attend and complete all Induction training.

• To have excellent product knowledge on all mortgage, protection, and general insurance options.

• Putting all formal training and coaching into practice.

• Taking feedback on board and implementing development actions agreed.

• Taking ownership of personal development

• Attending and participating in team training sessions.

• To have great knowledge of the house purchase process (not just mortgage) including roles and responsibilities of all estate agency staff roles.

• Maintain industry CPD in line with FCA and Network regulations.

Developing Others

• Is open to observation and demonstrating best practice thereby assisting in the development of other team members.

• Quick to support the team with quick questions and queries.

• Imparts knowledge of mortgage industry updates with branch teams.

• Attain Full CeMAP qualification.

• To have great knowledge and follow a fully compliant sales process.

• To complete and pass all annual mandatory product and technical tests in line with Network guidelines.

• To effectively present client solutions and deliver advice on all areas of Mortgage and protection planning needs.

• Great use of MIDAS systems and submission standards.

• Great use of all lender portals and systems.

• To have great up to date knowledge of lender criteria changes and updates. Good use of Trusts when it comes to protection policies.

•

Able to find positive outcomes from the most challenging of situations.

• Takes personal responsibility for the client experience delivered, ensuring it is to the highest standard verbally and digitally.

• Great tracking standards to maintain relationships with clients through the sales journey.

• Able to form effective working relationships with all key stakeholders across the business.

• Offers help willingly and shows flexibility to meet the needs of the team.

• Actively contributes to positive team morale.

• Actively engages across all communication platforms.

• Displays emotional intelligence when communicating with colleagues and clients alike.

• Provides effective and fair feedback on appointments seen to maintain and improve the quality of appointments.

• Contributes to team meetings and BDM visits to help add value.

• Consistently achieves and regularly exceeds sales targets expected.

• Maintains good protection penetration rates and cross-sales.

• Meets all network KPI’s and maintains a low-risk score.

• Very well organised and manages time and priorities efficiently.

• Is confident and competent in seeing all types of clients and sells to customer needs.

• Delivers advice and recommendation services to clients, not falling into implied, limited, or non-advice situations.

• Demonstrates very good awareness of prospecting opportunities and secure leads outside of the branch including retention clients, referrals, and new introducers.

• Able to motivate and drive lead resources with a good eye for detail to explore opportunities.

Role Summary:

As a Senior Financial Advisor, you will have developed your skills towards role model and in doing so earnt the reputation amongst your peers as a highly knowledgeable and effective advisor whose level of performance is consistently outstanding. You have the ability to handle the most complex situations to a successful conclusion and over time you have built an enviable book of clients whose loyalty and advocacy keep your services in high demand.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• To attend and complete all ongoing training.

• To have expert product knowledge on all mortgage, protection, and general insurance options.

• Putting all formal training and coaching into practice.

• Taking feedback on board and implementing development actions agreed.

• Attending and participating in team training sessions.

• Maintain industry CPD in line with FCA and Network regulations.

Developing Others

• Be a role model for colleagues.

• Leads in the development of team members from being observed to being a point of contact for quick questions and queries.

• Assists in the onboarding of new branch members to educate them on FS expectations.

• Provides consistent and effective feedback on appointments seen to maintain and improve the quality of appointments.

• Attain Full CeMAP qualification.

• To have expert knowledge of and follow a fully compliant sales process.

• To complete and pass all annual mandatory product and technical tests in line with Network guidelines.

• To expertly present client solutions and deliver advice on all areas of Mortgage and protection planning needs at a high standard.

• Expert use of MIDAS systems and submission standards.

• Expert use of all lender portals and systems.

• Share with colleagues up to date knowledge of lender criteria changes.

• To have expert knowledge of the house purchase process (not just mortgage) including roles and responsibilities of all estate agency staff roles.

• Takes responsibility to find positive solutions from the most challenging of situations.

• Is an advocate of change and gives full support to pilot schemes and new initiatives.

• Takes personal responsibility for the client experience delivered, ensuring it is of the highest standard verbally and digitally.

• Excellent tracking standards to maintain effective relationships with clients through the sales journey.

• Able to form effective working relationships with all key stakeholders across the business.

• Offers help willingly and shows flexibility to meet the needs of the team.

• Actively contributes to positive team morale.

• Excellent working relationships with the case management team.

• Actively contributes to team meetings and BDM visits to help add value.

• Actively shares knowledge of mortgage industry updates with branch teams and colleagues.

• Consistently exceeds sales targets set, as well as showcasing they have an eye for detail to explore additional opportunities.

• Maintains excellent protection penetration rates and cross-sales.

• Meets all network KPI’s and maintains a low-risk score.

• Great organisation and manages time and priorities efficiently.

• Delivers full advice and recommendation service and does not fall into implied, limited, or non-advice situations.

• Drives the client journey to the full benefit of the client and the business.

• Team leader when it comes to prospecting, asking for referrals and seeking new introducers.

• Will have a high level of Protection written in Trust to support potential outcome.

Job Family: Sales

Group: Contact Team

CUSTOMER SUPPORT ADVISOR SALARY BAND

Role Summary:

As a Customer Support Advisor, the majority of your time will be spent receiving incoming calls from our sales branches, supporting the branches with overflow calls whilst offering a high level of service to both our clients and branches.

This will give you a good understanding of Estate Agency and the sales processes we have in place. Over time the role and your responsibilities will grow in line with your personal development programme and on the job training, to ensure you have all the knowledge, skills, and experience to meet the expected performance as a fully trained Customer Support Advisor, enabling you to contribute to the success of your team and office.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• Induction training.

• Observing and listening to more experienced colleagues.

• Putting formal training and coaching into practice.

• Taking feedback on board.

• Personal development plan in place and active.

• Attending and participating in team training sessions.

• A good knowledge of the sales process.

• Good knowledge of the day-to-day terminology.

• Able to use basic functions in all systems relevant for the role.

• Demonstrates basic IT skills necessary for the role.

• Basic knowledge of compliance requirements relevant to role.

• Competent in handling over escalated complaints.

• Team player.

• Contributes to ideas and group discussions.

• Written communication is clear and detailed for both clients and colleagues.

• Warm and friendly telephone manner.

• Asks for help when needed.

• Engages with all communication platforms across our business.

• Positively contributes to team morale.

• Avoids blame.

• Flexible approach to supporting other areas of the business. (viewings)

• Consistently achieves targets expected.

• Identifies referral opportunities.

• Organised.

• Manages time efficiently.

• Represents our business to a high standard when with clients in the office, phones or out on viewings.

• Is competent in registering clients, booking viewings, and securing valuations to M&B standards.

• Good understanding of expected targets and how to access reporting.

CUSTOMER SUPPORT ADVISOR

Role Summary:

As a Senior Customer Support Advisor, your role is to offer an excellent level of service to both our clients and branches in answering overflow telephone calls and demonstrate a proactive approach to a first point resolution to the call. You will be taking a more active role in the team and will mentor and support the newer members of the team whilst delivering an exceptional client experience.

BAND

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• Gaining a deeper understanding of our industry.

• Putting all formal training and coaching into practise.

• Taking feedback on board.

• Personal development plan in place and active.

• Attending and participating in team training sessions.

• Owning self-development-Seeking opportunities to improve knowledge and capability.

Developing Others

• Voluntarily contributing to the development of peers.

• Role model.

• Regularly provides meaningful developmental feedback to improve the quality of the team’s referrals.

• Excellent all-round knowledge of the full sales process.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant to the role.

• Demonstrates the necessary IT skills required to fulfil the role.

• Excellent working knowledge of all relevant compliance and regulatory requirements.

• Excellent understanding of expected targets and how to access reporting.

• Team player.

• Positively contributes to ideas and group discussions.

• Written communication is clear and detailed for both clients and colleagues.

• Warm and friendly telephone manner.

• Able to handle difficult situations to a positive outcome when required.

• Positively engages with communication platforms across the business.

• Offers help and is flexible to the needs of the team.

• Positively contributes to team morale.

• Avoids blame.

• Demonstrates basic emotional intelligence when communicating with colleagues and clients alike.

• Consistently achieves targets expected, and regularly exceeds minimum expectations.

• Sets personal stretching goals to overachieve-benchmarks against top performers.

• Demonstrates tenacity and drive to secure all business opportunities.

• Organised and manages time efficiently.

• Represents our business to a high standard.

• Skilled at registering clients, booking viewings, and securing valuations to M&B standards.

• Identifies business opportunities and able to strategize to ensure success.

• Positive flexible approach to supporting other areas of the business. (viewings).

CUSTOMER SUPPORT MANAGER

Job Family: Sales

Group: Contact Team

SALARY BAND

Role Summary:

As a Customer Support Manager, you will lead a team of Call Handlers who consistently deliver an exceptional client experience via our Contact Centre Operation. You will need the skills to build effective working relationships based on trust and support across all areas of the business and lead the team to deliver success on what is a varied and results driven role.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• Expert knowledge and experience in our industry.

• Seeking out formal training and coaching opportunities to improve skill set further.

• Personal development plan in place and active.

• Designs and delivers team training sessions to impact performance.

• Growth Mindset-acknowledges there are always opportunities to develop and learn.

• Uses initiative and embraces additional responsibility to support Directors.

• Has a good understanding of effective leadership.

Developing Others

• A key figure in the development your peers.

• Coaching newer colleagues to use our sales scripts effectively.

• Role model.

• Welcomes and champions business changes.

• Regularly provides meaningful developmental feedback to improve the quality of the team’s referrals.

• Expert all-round knowledge of the full sales process.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant to the role.

• Demonstrates the necessary IT skills required to fulfil the role. IT skills necessary for the role.

• Good working knowledge of all relevant compliance and regulatory requirements.

• Excellent knowledge and understanding of the wider business and referral processes.

• Good understanding the cisco telephone system and reporting.

• Has a good understanding of all people processes and systems in place to manage the team.

• Able to find positive outcomes from the most challenging of situations.

• Takes personal responsibility for the client experience delivered by the team.

• Able to form effective working relationships with all key stakeholders across the business.

• Challenges effectively to raise standards.

• Offers help willingly and shows flexibility to meet the needs of the team.

• Actively contributes to positive team morale.

• Actively engages across all communication platforms.

• Displays emotional intelligence when communicating with colleagues and clients alike.

• Works well under pressure.

• Identifies opportunities to set challenges and incentives in help the team meet performance goals.

• Thinks outside the box to win.

• Able to motivate and inspire others be tenacious and get the best out of every opportunity.

• Coaches key players in the team to successfully negotiate and secure all business opportunities.

• Organised and manages time efficiently. Takes pride in our brand and our reputation.

• Identifies business opportunities and able to strategize to ensure success.

Family

Manager

Senior Manager

Role Summary:

As a Trainee Administrator you will be starting in the best place to learn and develop your knowledge and skills ready to progress your career further within the admin team. Initially, you will be spending time learning the relevant systems, processes and standards needed on a day-to-day basis. You will also be well placed to learn more about our business and industry. Over time your role and your responsibilities will grow in line with your personal development programme and on the job training, to ensure you have all the knowledge, skills, and experience to meet the expected performance as a fully trained Administrator.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• Induction training.

• Observing and shadowing experienced colleagues.

• Putting all formal training and coaching into practice.

• Taking feedback on board and implementing development actions agreed.

• Personal development plan in place and active.

• Attending and participating in team training sessions.

• Good computer skills including Word, Excel, MS Outlook, PowerPoint.

• Good knowledge of sales process appropriate to role.

• Basic understanding of the roles and responsibilities for all parties involved in a property purchase and sale.

• Good knowledge of money laundering regulations and the responsibilities relevant to your role including the process to escalate queries and complex cases.

• Able to use and manage internal telephone system.

• Ensure all folders on servers are maintained to team standards.

• Knowledge of office administration procedures.

• Has the ability to communicate effectively and in a professional manner.

• Able to produce email and written communications to a high standard, which are accurate and grammatically correct.

• Able to clearly convey key information and messages to internal colleagues at all levels.

• Liaising with external suppliers across all areas of the business.

• Offers help willingly and shows flexibility to meet the needs of the team.

• Takes personal responsibility for maintaining the service standards delivered by the team.

• Positively contributes to team morale.

• Avoids blame.

• Asks for help when needed.

• Engages with all communication platforms across our business.

• Deliver administrative and clerical tasks across the business.

• Handle telephone enquiries in a professional manner in line with the business standards.

• Professional email writing

• Managing administrative processes.

• Attention to detail and high level of accuracy.

• Managing multiple and changing priorities at once.

• Preparing and editing letters, reports, and emails.

• Diary Management.

• Meeting deadlines and SLAs appropriate to your role.

Role Summary:

As an Administrator you will have developed your knowledge and skills across all disciplines that fall within the scope of the admin team.

You will have learnt the basic functions of all systems relevant to the role and have a good solid knowledge of the processes and standards needed on a dayto-day basis. Your personal development journey continues, as you are now well placed to learn new skills and widen your experience to become a multi skilled administrator adapt at supporting all areas of the business.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• Induction training.

• Putting all formal training and coaching into practice.

• Taking feedback on board and implementing development actions agreed.

• Personal development plan in place and active.

• Attending and participating in team training sessions.

• Expanding knowledge by beginning to learn processes and standards for the wider admin team beyond my immediate area.

• Looking for opportunities to take on additional responsibility.

• Excellent computer skills including Word, Excel, MS Outlook, PowerPoint.

• Good knowledge of sales process appropriate to role.

• Good understanding of the roles and responsibilities for all parties involved in a property purchase, sale and let.

• Good knowledge of money laundering regulations and the responsibilities relevant to your role including the process to escalate queries and complex cases.

• Able to use and manage internal telephone system.

• Ensure all folders on servers are maintained to team standards.

• Excellent working knowledge of office administration procedures.

• Has the ability to communicate effectively and in a professional manner.

• Able to produce email and written communications to a high standard, which are accurate and grammatically correct.

• Able to clearly convey key information and messages to internal colleagues at all levels.

• Liaising with external suppliers across all areas of the business.

• Offers help willingly and shows flexibility to meet the needs of the team.

• Takes personal responsibility for maintaining the service standards delivered by the team.

• Positively contributes to team morale.

• Avoids blame.

• Asks for help when needed.

• Engages with all communication platforms across our business.

• Deliver administrative and clerical tasks across the business.

• Handle telephone enquiries in a professional manner in line with the business standards.

• Professional email writing

• Managing administrative processes.

• Attention to detail and high level of accuracy.

• Managing multiple and changing priorities at once.

• Preparing and editing letters, reports, and emails.

• Diary Management.

• Meeting deadlines and SLAs appropriate to your role.

Role Summary:

As a Senior Administrator, you will have developed an expert knowledge of all administration roles and responsibilities. You will be a vital member of the team, supporting the development of your newer colleagues, sharing your tried and tested best practice. You will be a “go-to” colleague in the team able to expertly manage workloads and pressures to achieve tight deadlines, delivering successful outcomes to even the most complex issues. You will consistently deliver an exceptional client experience, providing support to the manager assisting in the day-to-day management of the team and welcoming the opportunity to undertake new projects to grow your knowledge and skill set further.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• Induction training.

• Putting all formal training and coaching into practice.

• Taking feedback on board and implementing development actions agreed.

• Personal development plan in place and active.

• Looking for opportunities to take on additional responsibility.

• Works to identify and develop their own coaching style.

Developing Others

• Regularly designing and delivering effective and engaging team training sessions.

• A key figure in the development of your peers.

• Regularly provides meaningful developmental feedback.

• Takes responsibility for coaching newer members of the team.

• Role model.

• An advocate of change for the greater good of the business.

• Excellent computer skills including Word, Excel, MS Outlook, PowerPoint.

• Expert knowledge of sales process appropriate to role.

• Exceptional understanding of the roles and responsibilities for all parties involved in a property purchase, sale and let including non-standard scenarios.

• Excellent knowledge of all regulatory aspects relevant to the team including the process to overcome complex cases.

• Able to use and manage internal telephone system.

• Ensure all folders on servers are maintained to team standards.

• Excellent working knowledge of office administration procedures.

• Has a basic understanding of project management and planning methods to assist the team leader.

• Uses initiative and embraces additional responsibility to support manager.

• Able to find positive outcomes from the most challenging of situations-solution focused.

• Offers help willingly and shows flexibility to meet the needs of the team.

• Has the ability to communicate effectively and in a professional manner at all levels.

• Able to produce email and written communications to a high standard, which are accurate and grammatically correct.

• Able to clearly convey key information and messages to internal colleagues at all levels.

• Takes personal responsibility for maintaining the service standards delivered by the team.

• Positively contributes to team morale.

• Avoids blame.

• Engages with all communication platforms across our business.

• Able to delegate effectively to keep workloads and projects on track.

• Deliver administrative and clerical tasks across the business.

• Handle telephone enquiries in a professional manner in line with the business standards.

• Professional email writing.

• Managing administrative processes.

• Attention to detail and high level of accuracy.

• Managing multiple and changing priorities at once.

• Preparing and editing letters, reports, and emails.

• Diary Management.

• Meeting deadlines and SLAs appropriate to your role.

MANAGER

BAND

Role Summary:

As an Admin Manager you will be accountable for the performance, motivation, and development of the administration team. Through your leadership your team will consistently deliver an exceptional service through the administration support they provide the business. You will have the skills to build effective working relationships based on trust and support with all key stakeholders across the group. You will be focused on identifying opportunities to improve efficiency, streamline processes and ultimately have a positive impact on the client experience our teams are able to deliver.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• An advocate of change for the greater good of the business.

• Works to keep updated and informed of changes within our industry.

• Demonstrates a Growth Mindsetcontinually looking for learning opportunities.

• Personal development plan in place and active.

• Regularly designing and delivering effective and engaging team meetings and training sessions.

• Works to identify and develop their own coaching and leadership style.

Developing Others

• Ongoing Training & Development activities planned and delivered to grow the capability of the team.

• Regularly provides meaningful feedback and supports the learning to address the development need identified.

• Personal development plans in place and active across the team.

• Delegates effectively to grow and positively challenge the team.

• An advocate of change for the greater good of the business.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant to the role.

• Demonstrates the necessary IT skills required to fulfil the role.

• Excellent working knowledge of all relevant compliance and regulatory requirements.

• Takes steps to understand the technical know-how needed outside of your immediate role, providing additional support and a deeper understanding of the wider business.

• Understands all people processes and systems in place to manage the team effectively.

• Able to produce and analyse accurate MI to manage the KPIs across the team.

• Skilled at planning to ensure project deadlines and service level agreements are met.

• Understands how to provide extrinsic and intrinsic motivation throughout the team.

• Role models M&B behaviours and able to recognise and celebrate the behaviours in the team.

• A thought leader- instigating positive group discussions to seek out better ways to move the business or team forward.

• Uses initiative and embraces additional responsibility to support the wider business.

• Able to find positive outcomes from the most challenging of situations.

• Able to form effective working relationships with all key stakeholders across the business.

• Challenges effectively to raise standards.

• Actively contributes to positive team morale.

• Encourages engagement across all communication platforms.

• Displays emotional intelligence when communicating with colleagues and clients alike.

• Offers help willingly and shows flexibility to meet the needs of the team.

• Develop and update administrative systems to ensure efficiency.

• Confident in decision making.

• Identifies opportunities to set challenges and incentives to help the team meet performance goals.

• Takes personal responsibility for the client experience delivered within the team.

• Thinks outside the box to win.

• Able to motivate and inspire others to get the best out of every opportunity.

• Manages resource through effective planning.

• Right people-right place-nurtures talent and manages recruitment process in line with the needs of the business.

• Highly organised and manages time efficiently.

• Identifies business opportunities and able to strategize to ensure success.

• Places a high importance on Team Engagement processes and activities.

TRAINEE SALES PROGRESSOR

Family:

BAND

Role Summary:

The Trainee Sales Progressor role is a great place for you to learn, develop and progress your career. Initially, you will spend time learning the systems and processes needed in your role. You will work closely with your mentor to understand the scenarios you will face and establishing solid, effective relationships with those instrumental to you delivering success. Your role and responsibilities will grow in line with your personal development programme and on the job training, ensuring you have the knowledge, skills, and experience to meet the expected performance as a fully trained Sales Progressor, managing your own pipelines and contributing to the success of your team and the business.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• Induction training.

• Observing and listening to more experienced colleagues.

• Putting formal training and coaching into practice.

• Taking feedback on board.

• Personal development plan in place and active.

• Attending and participating in team training sessions.

• A good knowledge of the basic conveyancing stages.

• Good knowledge of the day-to-day terminology.

• Able to use basic functions in all systems relevant for role.

• Demonstrate basic IT skills necessary for role.

• Basic knowledge of compliance requirements relevant to role.

• Contributes to ideas and group discussions.

• Communicates confidently with clients both written and verbal.

• Asks for help when needed.

• Engages with all communication platforms across our business.

• Confident and friendly telephone manner.

• Positively contributes to team morale.

• Avoids blame.

• Consistently achieves expected KPIs.

• Identifies referral opportunities for other areas in the business.

• Organised.

• Manages time efficiently.

• Represents our business to a high standard when speaking to clients, colleagues and third parties.

• Effective at ensuring our team service levels are met.

BAND

Role Summary:

As a Sales Progressor you will have spent time perfecting and “mastering” your problem solving and communication skills. Your knowledge of the industry and home buying process will be exceptional and as such you will have the ability to instil confidence in your clients that you will support them to achieve a successful outcome and completion. Focused on providing an exceptional service, you will demonstrate your tenacity and solution focused thinking to overcome even the most complex of issues, helping the business achieve its goals.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• Successfully passed probationary period.

• Gaining a deeper understanding of our industry and the conveyancing process.

• Putting all formal training and coaching into practise.

• Taking feedback on board.

• Personal development plan in place and active.

• Attending and participating in office training sessions.

• Owning self-development-Seeking opportunities to improve knowledge and capability.

Developing Others

• Voluntarily contributing to the development of peers.

• Role model.

• Good all-round knowledge of the full sales process, conveyancing process and post sales process.

• Understands basic construction types and common problems that occur on a survey and can demonstrate organising necessary reports.

• Has a basic understanding of building regulations and planning laws.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant to the role.

• Demonstrates the necessary IT skills required to fulfil the role.

• Positively contributes to ideas and group discussions.

• Communicates confidently and to a high standard with clients both written and verbal.

• Able to handle difficult situations to a positive outcome when required.

• Positively engages with communication platforms across the business.

• Offers help and is flexible to the needs of the team.

• Positively contributes to team morale.

• Avoids blame.

• Demonstrates basic emotional intelligence when communicating with colleagues and clients alike.

• Consistently achieves targets expected, and regularly exceeds minimum expectations.

• Sets personal stretching goals to overachieve-benchmarks against top performers.

• Demonstrates tenacity and drive to overcome issues within a chain.

• Organised and manages time efficiently.

• Represents our business to a high standard.

• If required by the team, you will start to confidently handle renegotiations, poor surveys, and down valuations.

• Identifies business opportunities to cross refer to other disciplines within the business.

SENIOR SALES PROGRESSOR

Family: Support

Sales Progressors

SALARY BAND

6

Role Summary:

As a Senior Sales Progressor your problem solving and communication skills will be second to none, you will have the ability to draw on your many years of experience to solve even the most complex issues and be a mentor to those in your team that can glean your knowledge and best practice. Your organisation and time management will be exceptional and enables you to manage a greater workload than your peers or to use your time to support the team manager in developing newer progressors. You will actively seek out new ways to learn and further your career, volunteering to work on projects or incentives outside of the day-to-day role.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• The level of knowledge and experience in our industry is moving towards “mastery”.

• Seeking out formal training and coaching opportunities to improve skill set further.

• Personal development plan in place and active.

• Finding opportunities to design and deliver team and branch training sessions.

• Owning self-development-being clear on the steps needed to maximise your potential.

Developing Others

• A key figure in the development of your peers.

• Role model.

• An advocate of change for the greater good of the business.

• Takes responsibility for coaching newer members of the team.

• Expert all-round knowledge of the full conveyancing process.

• Has a good understand of common building structures, building types and common problems arising within a property and confidently deals with arranging necessary reports following an adverse survey.

• Excellent understanding building regulations and planning laws and confidently demonstrates and signposts the client to the remedy / solution.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant to the role.

• Excellent working knowledge of all relevant compliance and regulatory requirements.

• Understands the technical know-how outside of your immediate role, providing additional support and a deeper understanding of the wider business.

• A thought leader- instigating positive group discussions to seek out better ways to move the business or team forward.

• Finds positive outcomes from the most challenging of situations.

• Deliver an exceptional client experience.

• Owns a problem.

• Offers help willingly and shows flexibility to meet the needs of the team.

• Takes personal responsibility for maintaining the service standards delivered by the team.

• Actively engages with all communication platforms across the business.

• Actively contributes to positive team morale.

• Avoids blame.

• Consistently uses emotional intelligence when communicating with colleagues and clients alike.

• Consistently achieves expected KPI’s, and regularly exceeds minimum expectations.

• Sets personal stretching goals to overachieve-benchmarks against top performers.

• Provides support and takes on additional responsibilities to support their line manager.

• Demonstrates tenacity and drive to overcome issues within a chain.

• Organised and manages time efficiently.

• Represents our business to a high standard.

• Consistently adheres to procedures and processes within the team.

• Able to confidently handle complex renegotiations.

• Identifies business opportunities to cross refer to other disciplines within the business.

• Expert ability to read the client and assess each situation coupled with the ability to adapt style and approach in order to achieve the desired result.

DEVELOPMENT TECHNICAL

Developing Self

• To complete induction training.

• Observe and shadow experienced colleagues.

• Putting all formal training and coaching into practice.

• Taking feedback on board and implementing development actions agreed.

• Personal development plan in place and active.

• Attending and participating in team training sessions.

• Good understanding of full house purchase sales process.

• Good computer skills including Word, Excel, MS Outlook.

• Good knowledge of mortgage and protection process appropriate to role.

• Good understanding of 3rd party roles and responsibilities including mortgage advisers, estate agents, surveyors, and conveyancers.

• Good knowledge of money laundering regulations and the responsibilities relevant to your role including the process to escalate queries and complex cases.

• Able to use and manage internal telephone system and email.

• Good knowledge of internal process.

• Ensure all folders and trackers on servers are maintained to team standards.

• Knowledge of MAB Midas Pro systems and processes.

• Knowledge of lender portals and systems.

• Understanding on what is required for case to progress to banked income.

Role Summary:

The Trainee Case Manager role is a great place for you to learn, develop and progress your career further. Initially, you will be spending time learning the systems and processes. You will work closely with your mentor to understand the scenarios you will face and establishing solid, effective relationships with the third parties and brokers instrumental to you delivering success. Your role and responsibilities will grow in line with your personal development programme and on the job training, to ensure you have all the knowledge, skills, and experience to meet the expected performance as a fully trained Case Manager, managing your own pipelines and contributing to the success of your team and the business.

COMMUNICATION + COLLABORATION DELIVERY

• Has the ability to communicate effectively and in a professional manner with effective use of scripts when dealing with clients.

• Able to produce email and written communications to a high standard, which are accurate and grammatically correct.

• Able to clearly convey key information and messages to internal colleagues at all levels.

• Ability to ascertain what specific actions are needed and by who to effectively progress any application.

• Able to communicate regular updates to clients and colleagues in clear and effective manner whilst maintaining clear expectations of SLAs.

• Positively contributes to team morale.

• Avoids blame.

• Asks for help when needed.

• Engaged in internal team meetings.

• Engages with all communication platforms across our business.

• Handle telephone and email enquiries in a professional manner in line with the business standards.

• Attention to detail and high level of accuracy.

• Managing multiple and changing priorities at once.

• Preparing and editing updates on MIDAS system and central tracker.

• Diary Management and prioritising tasks.

• Take ownership of own pipeline.

• Ensure MIDAS notes are up to date and professional providing full picture of case progression.

• Consistently hit timescale targets and measures.

DEVELOPMENT TECHNICAL

Developing Self

• To complete induction training.

• Continue to observe and shadow experienced colleagues.

• Putting all formal training and coaching into practice.

• Taking feedback on board and implementing development actions agreed.

• Personal development plan in place and active.

• Attending and participating in team training sessions.

• Good understanding of full house purchase sales process.

Developing Others

• Voluntarily contributing to the development of peers.

• Role model.

• Good computer skills including Word, Excel, MS Outlook.

• Excellent knowledge of mortgage and protection process appropriate to role.

• Great understanding of 3rd party roles and responsibilities including mortgage advisers, estate agents, surveyors, and conveyancers.

• Great knowledge of money laundering regulations and the responsibilities relevant to your role including the process to escalate queries and complex cases.

• Able to use and manage internal telephone system and email.

• Ensure all folders and trackers on servers are maintained to team standards and fully updated with comprehensive notes.

• Great knowledge of MAB Midas Pro systems and processes.

• Great knowledge of lender portals and systems.

• Understanding on what is required for case to progress to banked income.

• Good understanding of different protection plans and their benefit as well and how to progress to banked income.

Role Summary:

As a Case Manager you will have spent time perfecting and “mastering” your problem solving and communication skills. Your knowledge of the industry and home buying and FS process will be exceptional and as such you will have the ability to instil confidence in our clients that you will support them to achieve a successful outcome and completion. Focused on providing an exceptional service, you will demonstrate your tenacity and solution focused thinking to overcome even the most complex of issues, helping the business achieve its goals, progressing applications through to banked income within realistic timescales.

COMMUNICATION + COLLABORATION DELIVERY

• Has the ability to communicate effectively and in a professional manner with effective use of scripts when dealing with clients.

• Produces email and written communications to a high standard, both accurate and grammatically correct.

• Able to clearly convey key information and messages to internal colleagues at all levels.

• Ability to ascertain the specific actions needed and by who to effectively progress application.

• Consistent and effectively communicate regular updates to clients and colleagues in clear and effective manner whilst maintaining clear expectations of SLAs.

• Positively contributes to team moraleavoids blame.

• Asks for help when needed.

• Present and participative in internal team meetings.

• Engages with all communication platforms across our business.

• Great communication with mortgage brokers and managers to identify any wobbles or concerns.

• Handle telephone and email enquiries in a professional manner in line with the business standards.

• Attention to detail and high level of accuracy.

• Managing multiple and changing priorities at once.

• Preparing and editing updates on MIDAS system and central tracker.

• Diary Management and prioritising tasks

• Take ownership of own pipeline and effective in moving cases forward.

• Ensure MIDAS notes are up to date and professional providing full picture of case progression.

• Consistently hit timescale targets and measures.

• Able to manage own workload and bring support to others when required.

CASE MANAGER

BAND

Role Summary:

As a Senior Case Manager your problem solving and communication skills will be second to none, you will have the ability to draw on your many years of experience to solve even the most complex issues and be a mentor to those in your team that can glean your knowledge and best practice. Your organisation and time management will be exceptional and enables you to manage a greater workload than your peers or to use your time to support the team manager in developing newer case managers. You will actively seek out new ways to learn and further your career, volunteering to work on projects or incentives outside of the day-to-day role.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• To complete induction training.

• Continue to observe and shadow experienced colleagues.

• Putting all formal training and coaching into practice.

• Taking feedback on board and implementing development actions agreed.

• Personal development plan in place and active.

• Attending and participating in team training sessions.

• Expert understanding of full house purchase sales process.

• Deputises for team manager where required.

Developing Others

• Help with coaching and development of trainee case managers.

• Contributes to team development through observations and demonstration to share best practice.

• Supports peer’s knowledge growth by communicating changes and updates across the team.

• Assists new brokers, sharing product and sales knowledge.

• Highly competent IT skills including Word, Excel, MS Outlook.

• Expert knowledge of mortgage and protection process appropriate to role.

• Excellent understanding of 3rd party roles and responsibilities including mortgage advisers, estate agents, surveyors, and conveyancers.

• Expert knowledge of money laundering regulations and the responsibilities relevant to your role including the process to escalate queries and complex cases.

• Able to use and manage internal telephone system and email.

• Ensure all folders and trackers on servers are maintained to highest team standards and fully updated with comprehensive notes.

• Expert knowledge of MAB Midas Pro systems and processes.

• Able to confidently navigate across all lender portals and systems.

• Outstanding knowledge of protection plans-features, benefits, and process to secure banked income.

• Excellent knowledge of lender criteria.

•

• Confidently and consistently communicates effectively and in a professional manner with effective use of scripts when dealing with clients.

• Able to produce email and written communications to a very high standard, which are accurate and grammatically correct.

Able to clearly convey key information and uncover any further facts on case including those less obvious with clear messages to internal colleagues at all levels.

• Positively contributes to team morale.

• Avoids blame.

• Asks for help when needed.

• Engaged and adding value in internal team meetings.

• Engages with all communication platforms across our business.

• Ability to look at overview of case rather than single elements to foresee any potential areas of concern or opportunity to move cases forward more efficiently.

• Great communication with mortgage brokers and managers to identify any wobbles or concerns.

• Handle telephone and email enquiries in a professional manner in line with the business standards.

• Attention to detail and high level of accuracy.

• Exceptional time management-Managing multiple and changing priorities.

• Updating all systems and trackers accurately and in good time.

• Takes ownership of own pipeline and effective in moving cases forward whilst supporting others in team.

• Ensure MIDAS notes are up to date and professional providing full picture of case progression.

• Consistently exceed timescale targets and measures, working to all SLAs.

• Able to use foresight, knowledge, and experience to ascertain what specific actions are needed and by who to effectively progress any application.

• Confident to complete bad news call with clients and delivering potential solutions using broker advice.

TEAM MANAGER

SALARY BAND

6

Role Summary:

As a Case Management-Team Manager you will have spent time perfecting your knowledge, skills and experience within the case management and compliance area of our business and are now ready to utilise this learning further by supporting the development of the case management team. This is likely to be a first step into management and as such you will welcome this opportunity to develop your own leadership and management capability. This role brings with it a level of accountability and responsibility for the overall team performance and the client experience delivered, while having responsibility for the more operational aspects of managing a team.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• An advocate of change for the greater good of the business.

• Works to keep updated and informed of changes within our industry.

• Demonstrates a Growth Mindsetcontinually looking for learning opportunities.

• Personal development plan in place and active.

• Regularly designing and delivering effective and engaging team meetings and training sessions.

• Works to identify and develop their own coaching and leadership style.

Developing Others

• Ongoing Training & Development activities planned and delivered to grow the capability of the team.

• Regularly provides meaningful feedback and supports the learning to address the development need identified.

• Personal development plans in place and active across the team.

• Delegates effectively to grow and positively challenge the team.

• An advocate of change for the greater good of the business.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant to the role.

• Demonstrates the necessary IT skills required to fulfil the role.

• Excellent working knowledge of all relevant compliance and regulatory requirements.

• Takes steps to understand the technical know-how needed outside of your immediate role, providing additional support and a deeper understanding of the wider business.

• Understands all people processes and systems in place to manage the team effectively.

• Able to produce and analyse accurate MI to manage the KPIs across the team.

• Skilled at planning to ensure project deadlines and service level agreements are met.

• Understands how to provide extrinsic and intrinsic motivation throughout the team.

• Role models M&B behaviours and able to recognise and celebrate the behaviours in the team.

• A thought leader- instigating positive group discussions to seek out better ways to move the business or team forward.

• Uses initiative and embraces additional responsibility to support the wider business.

• Able to find positive outcomes from the most challenging of situations.

• Able to form effective working relationships with all key stakeholders across the business.

• Challenges effectively to raise standards.

• Actively contributes to positive team morale.

• Encourages engagement across all communication platforms.

• Displays emotional intelligence when communicating with colleagues and clients alike.

• Offers help willingly and shows flexibility to meet the needs of the team.

• Develop and update administrative systems to ensure efficiency.

• Confident in decision making.

• Identifies opportunities to set challenges and incentives to help the team meet performance goals.

• Takes personal responsibility for the client experience delivered within the team.

• Thinks outside the box to win.

• Able to motivate and inspire others to get the best out of every opportunity.

• Manages resource through effective planning.

• Right people-right place-nurtures talent and manages recruitment process in line with the needs of the business.

• Highly organised and manages time efficiently.

• Identifies business opportunities and able to strategize to ensure success.

• Places a high importance on Team Engagement processes and activities.

BAND

DEVELOPMENT TECHNICAL

Developing Self

• Induction training.

• Apprenticeship training.

• Observing and listening to more experienced colleagues.

• Putting formal training and coaching into practice.

• Taking feedback on board.

• Personal development plan in place and active.

• Attending and participating in office training sessions.

• A basic knowledge of the lettings process.

• Basic knowledge of the day-to-day terminology.

• Able to use basic functions in all systems relevant for role.

• Demonstrate basic IT skills necessary for role.

• Basic knowledge of compliance requirements relevant to role.

Role Summary:

The Apprentice role is a great place for you to learn and develop ready to progress your career further in Residential Lettings. Initially, you will be spending time learning new systems and gaining a basic understanding of the Lettings Industry as well as some of the regulations Landlords and Agents must adhere to. Over time your role and your responsibilities will grow in line with your personal development programme and on the job training, to ensure you have all the knowledge, skills, and experience to meet the expected performance as a fully trained Property Manager, managing your own portfolio of properties and contributing to the success of your team and office.

COMMUNICATION + COLLABORATION DELIVERY

• Contributes to ideas and group discussions.

• Communicates confidently with clients both written and verbal.

• Asks for help when needed.

• Engages with all communication platforms across our business.

• Confident and friendly telephone manner.

• Positively contributes to team morale.

• Avoids blame.

• Consistently achieves targets expected.

• Identifies referral opportunities.

• Organised.

• Manages time efficiently.

• Represents our business to a high standard when dealing with Landlords and Tenants.

• Effective at taking details of maintenance issues, understanding the property key system, and delivering M&B excellent customer service standards.

TRAINEE INVENTORY CLERK

BAND

Role Summary:

The Trainee Inventory Clerk role is a great place for you to learn, develop and progress your career further in Residential Lettings and Property Reports. Initially, you will be spending time learning new systems and gaining an understanding of the Lettings Industry as well as the numerous regulations Landlords and Agents must adhere to. Over time your role and responsibilities will grow in line with your personal development programme and on the job training, to ensure you have all the knowledge, skills, and experience to meet the expected performance as a fully trained Inventory Clerk, completing detailed and accurate property reports and contributing to the success of your team and office.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• Induction training.

• Observing and listening to more experienced colleagues.

• Putting formal training and coaching into practice.

• Taking feedback on board.

• Personal development plan in place and active.

• Attending and participating in office training sessions.

• A good knowledge of the lettings process.

• Good knowledge of the day-to-day terminology.

• Able to use basic functions in all systems relevant for role.

• Demonstrate basic IT skills necessary for role.

• Basic knowledge of compliance requirements relevant to role.

• Contributes to ideas and group discussions.

• Communicates confidently with clients both written and verbal.

• Asks for help when needed.

• Engages with all communication platforms across our business.

• Confident and friendly telephone manner.

• Positively contributes to team morale.

• Avoids blame.

• Consistently achieves targets expected.

• Identifies referral opportunities.

• Organised.

• Manages time efficiently.

• Represents our business to a high standard when with dealing with Landlords and Tenants.

• Effective at compiling detailed property reports, understanding the property key system, and delivering M&B excellent customer service standards.

Role Summary:

As an Inventory Clerk you will have already developed a good base knowledge of Residential Lettings and Property Reports and will now be well on your way to mastering your skills. Your will be building on all the skills and experiences from your first couple of years and will be taking a more active role in the office, starting to complete all the various property reports and checks, supporting newer members of the team, and delivering an exceptional client experience.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• Gaining a deeper understanding of our industry.

• Putting all formal training and coaching into practise.

• Taking feedback on board.

• Personal development plan in place and active.

• Attending and participating in office training sessions.

• Owning self-development-Seeking opportunities to improve knowledge and capability.

Developing Others

• Voluntarily contributing to the development of peers.

• Role model.

• Good all-round knowledge of the full letting process.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant to the role.

• Demonstrates the necessary IT skills required to fulfil the role.

• Good working knowledge of all relevant compliance and regulatory requirements.

• Positively contributes to ideas and group discussions.

• Communicates confidently and to a high standard with clients both written and verbal.

• Able to handle difficult situations to a positive outcome when required.

• Positively engages with communication platforms across the business.

• Offers help and is flexible to the needs of the team.

• Positively contributes to team morale.

• Avoids blame.

• Demonstrates basic emotional intelligence when communicating with colleagues and clients alike.

• Consistently achieves targets expected, and regularly exceeds minimum expectations.

• Sets personal stretching goals to overachieve-benchmarks against top performers.

• Demonstrates tenacity and drive to secure all business opportunities.

• Organised and manages time efficiently.

• Represents our business to a high standard.

• Skilled at compiling detailed property reports, risk assessments and property checks and delivering M&B excellent customer service standards.

• A good understanding of property legislation to help identify any breaches of Tenancy and maintenance issues while completing property visits.

SENIOR INVENTORY MANAGER

BAND

Role Summary:

As a Deputy Manager you will have spent time perfecting your inventory and service skills to an exceptional level over time, but you are now ready to utilise this learning further to support the development of your team. In doing so, you will provide invaluable assistance to your manager in leading your team to success. This is likely to be your first leadership role and brings with it a level of accountability and responsibility for group performance and the client experience in your office, while also sharing the responsibility for some of the more operational aspects of managing a team.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• You have developed to a “master” level of knowledge in our industry.

• Demonstrates a Growth Mindsetcontinually looking for learning opportunities.

• Personal development plan in place and active.

• Regularly designing and delivering effective and engaging office training sessions.

• Works to identify and develop their own coaching style.

Developing Others

• A key figure in the development of your peers.

• Regularly provides meaningful developmental feedback.

• Takes responsibility for coaching newer members of the team.

• Role model.

• An advocate of change for the greater good of the business.

• Expert all-round knowledge of the full lettings process.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant to the role.

• Demonstrates the necessary IT skills required to fulfil the role.

• Excellent working knowledge of all relevant compliance and regulatory requirements.

• Takes steps to understand the technical know-how needed outside of your immediate role, providing additional support and a deeper understanding of the wider business.

• Has a basic understanding of all people processes and systems in place to manage the team effectively, deputising for the manager with ease.

• Successfully obtained a Level 3 Award in Residential Inventory & Property Management.

• A thought leader- instigating positive group discussions to seek out better ways to move the business or team forward.

• Uses initiative and embraces additional responsibility to support manager.

• Able to find positive outcomes from the most challenging of situations.

• Takes personal responsibility for the client experience delivered within the team.

• Able to form effective working relationships with all key stakeholders across the business.

• Challenges effectively to raise standards.

• Offers help willingly and shows flexibility to meet the needs of the team.

• Actively contributes to positive team morale.

• Actively engages across all communication platforms.

• Displays emotional intelligence when communicating with colleagues and clients alike.

• Identifies opportunities to set challenges and incentives in help the team meet performance goals.

• Thinks outside the box to win.

• Able to motivate and inspire others to get the best out of every opportunity.

• When asked, delivers effective Inventory meetings to support team performance.

• Coaches key players in the team to successfully negotiate and secure all business opportunities.

• Organised and manages time efficiently.

• Supports colleagues to meet minimum standards when dealing with all property reports, risk assessments, visits and checks.

• Able to confidently handle complex technical legislative issues and negotiations independently.

INVENTORY MANAGER

SALARY BAND

Role Summary:

As a Manager you will have spent time perfecting your inventory and service skills to an exceptional level over time, but you are now ready to utilise this learning further to support the development of your team. As Manager, you will provide invaluable assistance in leading your team to success. This leadership role brings with it a level of accountability and responsibility for group performance and the client experience in your office, while also having the responsibility for some of the more operational aspects of managing a team.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• You have developed to a “master” level of knowledge in our industry.

• Demonstrates a Growth Mindsetcontinually looking for learning opportunities.

• Personal development plan in place and active.

• Regularly designing and delivering effective and engaging office training sessions.

• Works to identify and develop their own coaching style.

Developing Others

• A key figure in the development of your peers.

• Regularly provides meaningful developmental feedback.

• Takes responsibility for coaching newer members of the team.

• Role model.

• An advocate of change for the greater good of the business.

• Expert all-round knowledge of the full lettings process.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant to the role.

• Demonstrates the necessary IT skills required to fulfil the role.

• Excellent working knowledge of all relevant compliance and regulatory requirements.

• Takes steps to understand the technical know-how needed outside of your immediate role, providing additional support and a deeper understanding of the wider business.

• Has an excellent understanding of all people processes and systems in place to manage the team.

• Successfully obtained a Level 3 Award in Residential Inventory & Property Management.

• A thought leader- instigating positive group discussions to seek out better ways to move the business or team forward.

• Uses initiative and embraces responsibility effectively.

• Able to find positive outcomes from the most challenging of situations.

• Takes personal responsibility for the client experience delivered within the team.

• Able to form effective working relationships with all key stakeholders across the business.

• Challenges effectively to raise standards.

• Offers help willingly and shows flexibility to meet the needs of the team.

• Actively contributes to positive team morale.

• Actively engages across all communication platforms.

• Displays emotional intelligence when communicating with colleagues and clients alike.

• Identifies opportunities to set challenges and incentives in help the team meet performance goals.

• Thinks outside the box to win.

• Able to motivate and inspire others to get the best out of every opportunity.

• When asked, delivers effective Inventory meetings to support team performance.

• Complete all staff appraisals, reviews, organise and deliver any training needs.

• Monitor and observe staff performances, to achieve M&B excellent customer service standards.

• Coach key players in the team to successfully negotiate and secure all business opportunities.

• Organised and manages time efficiently.

• Supports colleagues to meet minimum standards when dealing with all property reports, risk assessments, visits and checks.

• Able to confidently handle complex technical legislative issues, complaints, and negotiations independently.

Role Summary:

The Trainee Property Manager role is a great place for you to learn and develop ready to progress your career further in Residential Lettings. Initially, you will be spending time learning new systems and gaining an understanding of the Lettings Industry as well as the numerous regulations Landlords and Agents must adhere to. Over time your role and your responsibilities will grow in line with your personal development programme and on the job training, to ensure you have all the knowledge, skills, and experience to meet the expected performance as a fully trained Property Manager, managing your own portfolio of properties and contributing to the success of your team and office.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• Induction training.

• Observing and listening to more experienced colleagues.

• Putting formal training and coaching into practice.

• Taking feedback on board.

• Personal development plan in place and active.

• Attending and participating in office training sessions.

• A good knowledge of the lettings process.

• Good knowledge of the day-to-day terminology.

• Able to use basic functions in all systems relevant for role.

• Demonstrate basic IT skills necessary for role.

• Basic knowledge of compliance requirements relevant to role.

• Contributes to ideas and group discussions.

• Communicates confidently with clients both written and verbal.

• Asks for help when needed.

• Engages with all communication platforms across our business.

• Confident and friendly telephone manner.

• Positively contributes to team morale.

• Avoids blame.

• Consistently achieves targets expected.

• Identifies referral opportunities.

• Organised.

• Manages time efficiently.

• Represents our business to a high standard when with dealing with Landlords and Tenants.

• Effective at taking details of maintenance issues, understanding the property key system, and delivering M&B excellent customer service standards.

Role Summary:

As a Property Manager you will have already developed a good base knowledge of Residential Lettings and will now be well on your way to mastering your skills. Your will be building on all the skills and experiences from your first couple of years and will be taking a more active role in the office, starting to complete all property management tasks, supporting newer members of the team and delivering an exceptional client experience.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• Gaining a deeper understanding of our industry.

• Putting all formal training and coaching into practise.

• Taking feedback on board.

• Personal development plan in place and active.

• Attending and participating in office training sessions.

• Owning self-development-Seeking opportunities to improve knowledge and capability.

Developing Others

• Voluntarily contributing to the development of peers.

• Role model.

• Good all-round knowledge of the full letting process.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant to the role.

• Demonstrates the necessary IT skills required to fulfil the role.

• Good working knowledge of all relevant compliance and regulatory requirements.

• Positively contributes to ideas and group discussions.

• Communicates confidently and to a high standard with clients both written and verbal.

• Able to handle difficult situations to a positive outcome when required.

• Positively engages with communication platforms across the business.

• Offers help and is flexible to the needs of the team.

• Positively contributes to team morale.

• Avoids blame.

• Demonstrates basic emotional intelligence when communicating with colleagues and clients alike.

• Consistently achieves targets expected, and regularly exceeds minimum expectations.

• Sets personal stretching goals to overachieve-benchmarks against top performers.

• Demonstrates tenacity and drive to secure all business opportunities.

• Organised and manages time efficiently.

• Represents our business to a high standard.

• Skilled at dealing with maintenance issues, contract renewals and delivering M&B excellent customer service standards.

• Ability to organise property visits in line with our Landlord Agreements and ensure all safety certificates are completed within the timescales set by legislation.

Role Summary:

As a Senior Property Manager, you will have developed an expert knowledge of Residential Lettings and will be a vital member of the team, well placed to support the development of your newer colleagues. Sharing your tried and tested best practice, you will be a “go-to” colleague in the office to help maximise every opportunity and expertly strategize to achieve successful outcomes. You will consistently deliver an exceptional client experience and have the skills to help find positive solutions to the many varied and complex issues that you face in your day-to-day role.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• The level of knowledge and experience in our industry is moving towards “mastery”.

• Seeking out formal training and coaching opportunities to improve skill set further.

• Personal development plan in place and active.

• Finding opportunities to design and deliver office training sessions.

• Owning self-development-being clear on the steps needed to maximise your potential.

Developing Others

• A key figure in the development of your peers.

• Role model.

• An advocate of change for the greater good of the business.

• Expert all-round knowledge of the full lettings process.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant to the role.

• Demonstrates the necessary IT skills required to fulfil the role.

• Excellent working knowledge of all relevant compliance and regulatory requirements.

• Takes steps to understand the technical know-how needed outside of your immediate role, providing additional support and a deeper understanding of the wider business.

• Successfully achieved a Level 3 Award in Residential Letting & Property Management

• A thought leader- instigating positive group discussions to seek out better ways to move the business or team forward.

• Finds positive outcomes from the most challenging of situations.

• Deliver an exceptional client experience.

• Owns a problem.

• Offers help willingly and shows flexibility to meet the needs of the team.

• Actively engages with all communication platforms across the business.

• Actively contributes to positive team morale.

• Avoids blame.

• Consistently uses emotional intelligence when communicating with colleagues and clients alike.

• Consistently achieves targets expected, and regularly exceeds minimum expectations.

• Sets personal stretching goals to overachieve-benchmarks against top performers.

• Demonstrates tenacity and drive to secure all business opportunities.

• Organised and manages time efficiently.

• Represents our business to a high standard.

• Highly skilled in dealing with maintenance issues, contract renewals, Section 13 notices and delivering M&B excellent customer service standards.

• Highly organised in dealing with all aspects of property visits in line with our Landlord Agreements and ensuring all safety certificates are completed within the timescales set by legislation.

• Able to confidently handle complex issues and negotiations.

Role Summary:

As a Deputy Manager you will have spent time perfecting your letting and service skills to an exceptional level over time, but you are now ready to utilise this learning further to support the development of your team. In doing so, you will provide invaluable assistance to your manager in leading your team to success. This is likely to be your first leadership role and brings with it a level of accountability and responsibility for group performance and the client experience in your office, while also sharing the responsibility for some of the more operational aspects of managing a team.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• You have developed to a “master” level of knowledge in our industry.

• Demonstrates a Growth Mindsetcontinually looking for learning opportunities.

• Personal development plan in place and active.

• Regularly designing and delivering effective and engaging office training sessions.

• Works to identify and develop their own coaching style.

Developing Others

• A key figure in the development of your peers.

• Regularly provides meaningful developmental feedback.

• Takes responsibility for coaching newer members of the team.

• Role model.

• An advocate of change for the greater good of the business.

• Expert all-round knowledge of the full lettings process.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant to the role.

• Demonstrates the necessary IT skills required to fulfil the role.

• Excellent working knowledge of all relevant compliance and regulatory requirements.

• Takes steps to understand the technical know-how needed outside of your immediate role, providing additional support and a deeper understanding of the wider business.

• Has a basic understanding of all people processes and systems in place to manage the team effectively, deputising for the manager with ease.

• Successfully obtained a Level 3 Award in Residential Letting & Property Management

• A thought leader- instigating positive group discussions to seek out better ways to move the business or team forward.

• Uses initiative and embraces additional responsibility to support manager.

• Able to find positive outcomes from the most challenging of situations.

• Takes personal responsibility for the client experience delivered within the team.

• Able to form effective working relationships with all key stakeholders across the business.

• Challenges effectively to raise standards.

• Offers help willingly and shows flexibility to meet the needs of the team.

• Actively contributes to positive team morale.

• Actively engages across all communication platforms.

• Displays emotional intelligence when communicating with colleagues and clients alike.

• Identifies opportunities to set challenges and incentives in help the team meet performance goals.

• Thinks outside the box to win.

• Able to motivate and inspire others to get the best out of every opportunity.

• When asked, delivers effective Lettings meetings to support team performance.

• Coach key players in the team to successfully negotiate and secure all business opportunities.

• Organised and manages time efficiently.

• Supports colleagues to meet minimum standards when dealing with all property management issues.

• Able to confidently handle complex technical legislative issues and negotiations independently.

SALARY BAND

- PROPERTY MANAGEMENT

Role Summary:

As a Manager you will have spent time perfecting your inventory and service skills to an exceptional level over time, but you are now ready to utilise this learning further to support the development of your team. As Manager, you will provide invaluable assistance in leading your team to success. This leadership role brings with it a level of accountability and responsibility for group performance and the client experience in your office, while also having the responsibility for some of the more operational aspects of managing a team.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• You have developed to a “master” level of knowledge in our industry.

• Demonstrates a Growth Mindsetcontinually looking for learning opportunities.

• Personal development plan in place and active.

• Regularly designing and delivering effective and engaging office training sessions.

• Works to identify and develop their own coaching style.

Developing Others

• A key figure in the development of your peers.

• Regularly provides meaningful developmental feedback.

• Takes responsibility for coaching newer members of the team.

• Role model.

• An advocate of change for the greater good of the business.

• Expert all-round knowledge of the full lettings process.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant to the role.

• Demonstrates the necessary IT skills required to fulfil the role.

• Excellent working knowledge of all relevant compliance and regulatory requirements.

• Takes steps to understand the technical know-how needed outside of your immediate role, providing additional support and a deeper understanding of the wider business.

• Has an excellent understanding of all people processes and systems in place to manage the team.

• Successfully obtained a Level 3 Award in Residential Letting & Property Management.

• A thought leader- instigating positive group discussions to seek out better ways to move the business or team forward.

• Uses initiative and embraces responsibility effectively.

• Able to find positive outcomes from the most challenging of situations.

• Takes personal responsibility for the client experience delivered within the team.

• Able to form effective working relationships with all key stakeholders across the business.

• Challenges effectively to raise standards.

• Offers help willingly and shows flexibility to meet the needs of the team.

• Actively contributes to positive team morale.

• Actively engages across all communication platforms.

• Displays emotional intelligence when communicating with colleagues and clients alike.

• Identifies opportunities to set challenges and incentives in help the team meet performance goals.

• Thinks outside the box to win.

• Able to motivate and inspire others to get the best out of every opportunity.

• When asked, delivers effective Lettings meetings to support team performance.

• Complete all staff appraisals, reviews, organise and deliver any training needs.

• Monitor and observe staff performances, to achieve M&B excellent customer service standards.

• Coaches key players in the team to successfully negotiate and secure all business opportunities.

• Organised and manages time efficiently.

• Supports colleagues to meet minimum standards when dealing with all property management issues.

• Able to confidently handle complex technical legislative issues, complaints, and negotiations independently.

ASSISTANT LEVEL 1 & TRAINEE

INTELLIGENCE ANALYST

BAND

DEVELOPMENT TECHNICAL

Developing Self

• Induction training.

• Observing and listening to more experienced colleagues.

• Putting formal training and coaching into practice.

• Taking feedback on board.

• Personal development plan in place and active.

• For BIA role in addition : Self Development to gain a basic understanding of Data source and Data management tools, e.g. Excel, Power BI, Power Apps, Rightmove and Zoopla statistics

• A good knowledge of the finance system.

• Good knowledge of the day-to-day terminology.

• Able to use basic functions in all systems relevant for role.

• Demonstrate basic IT skills necessary for role.

• Basic knowledge of compliance requirements relevant to role.

Role Summary:

The Finance Assistant level 1 is a great place for you to learn, develop and progress your career within a finance team. You will initially learn the basics of the transactional work including processing purchase ledger invoices, processing sales ledger invoices for sales such as exchange invoices and miscellaneous income. Over time the role and responsibilities will grow in line with your personal development programme and on the job training, along with support for external training to gain a further qualification if desired. This will ensure you have all the knowledge, skills, and experience to meet the expected performance and help support the rest of your team, finance department and company.

COMMUNICATION + COLLABORATION DELIVERY

• Contributes to ideas and group discussions.

• Communicates confidently with clients both written and verbal.

• Asks for help when needed.

• Engages with all communication platforms across our business.

• Confident and friendly telephone manner

• Positively contributes to team morale.

• Avoids blame.

• Consistently meets timetables requirements and produce information in a timely manner.

• Identifies queries on invoices and supplier and customer accounts and anomalies in data sets.

• Organised.

• Manages time efficiently.

• Represents our business to a high standard when contacted by both internal and external customers.

• Effective in posting transactions and getting reporting data out of the system in a userfriendly spreadsheets.

• For BIA role in addition : Delivery of Market share and Market Size data by segment and geography

Role Summary:

As a Level 2 Finance Assistant you will have already developed a good base knowledge of Finance and will now be well on your way to mastering your skills.

will be building on all the skills and experiences from your first couple of years and will be taking a more active role in the producing of more detailed information in a professional manner. You will also understand the importance of the finance function, the required reporting and delivering an exceptional client experience.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• Gaining a deeper understanding of our Finance function.

• Putting all formal training and coaching into practise.

• Taking feedback on board.

• Personal development plan in place and active.

• Attending and participating in office training sessions.

• Owning self-development-Seeking opportunities to improve knowledge and capability.

Developing Others

• Voluntarily contributing to the development of making changes to processes and reporting.

• Role model.

• Good all-round knowledge of the finance team and what each person does.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant for role.

• Demonstrates the IT skills necessary for role.

• Good working knowledge of all relevant compliance and regulatory requirements.

• Developing knowledge and capability to build a basic App using Power Apps.

• Designs and delivers dashboards to business needs.

•Positively contributes to ideas and group discussions.

• Communicates confidently and to a high standard with clients both written and verbal.

• Able to handle difficult situations to a positive outcome when required.

• Positively engages with communication platforms across the business.

• Offers help and is flexible to the needs of the team.

• Positively contributes to team morale.

• Avoids blame.

• Demonstrates basic emotional intelligence when communicating with colleagues and clients alike.

• Consistently produces reporting requirements on time, and regularly exceeds minimum expectations.

• Sets personal stretching goals to enhance your financial understanding.

• Demonstrates tenacity and drive to succeed.

• Organised and manages time efficiently.

• Represents our business to a high standard.

• Skilled at Excel, business modeling and finance systems.

• If required, be able to take on tasks from others without significant supervision.

• Identify potential improvements to processes and starts to contribute to suggestions.

• Advanced knowledge of Excel and VBA. Routine Competitor reporting delivered periodically and in a standard format.

Role Summary:

As a Senior member of the Finance team you have improved upon the foundations gained during your career to date. You will be a core member of the team and have sufficient knowledge to confidently assist others. You will have experience of confidently engaging senior members of the business and exter nal stakeholders.

BAND

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• A thorough understanding of the Finance function.

• Seeks out training to gain a deeper development of the skill set required.

• Personal development plan in place and active.

• Finds opportunities to help more senior managers deliver training for others.

Developing Others

• Role Model.

• Actively seeks out continual improvement.

• A key figure in the development of your peers.

• Regularly provides meaningful developmental feedback.

• Strong all round knowledge of the finance team.

• Understands and can clearly articulate terminology.

• Advanced knowledge of all systems and processes relevant for the role.

• Demonstrates the IT skills necessary for the role.

• Good working knowledge of the relevant compliance and regulatory environment.

• On a training path for a professional qualification or accreditation.

• Instigates positive discussions for improvement.

• Finds positive outcomes.

• Owns a problem and avoids blame.

• Able to handle difficult problems.

• Actively contributes to team morale.

• Confident communicator across all channels.

• Shows evidence of using emotional intelligence.

• Consistently achieves targets expected.

• Meets deadlines or manages expectations when not met.

• Organised and manages time efficiently.

• Makes improvements to processes and controls on a continual basis.

• Can work independently to get the job done.

FINANCE MANAGER & ASSISTANT

MANAGER

Role Summary:

As an Assistant Finance Manager you will have developed an expert knowledge of the finance department and will be a vital member of the team, well placed to support the development of your newer colleagues. Sharing your tried and tested best practice, you will be a “go-to” colleague in the office to help maximise every opportunity and expertly strategize to achieve successful outcomes. You will consistently deliver an exceptional internal and external client experience and have the skills to help find positive solutions to the many varied and complex issues that you face in your day-to-day role.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• The level of knowledge and experience within Finance is moving towards “mastery”.

• Seeking out formal training and coaching opportunities to improve skill set further.

• Personal development plan in place and active.

• Finding opportunities to design and deliver office training sessions.

• Owning self-development-being clear on the steps needed to maximise your potential.

Developing Others

• A key figure in the development of your peers.

• Role model.

• An advocate of change for the greater good of the business.

• Expert all-round knowledge of the finance department.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant for role.

• Demonstrates the IT skills necessary for role.

• Excellent working knowledge of all relevant compliance and regulatory requirements.

• Takes steps to understand the technical know-how needed outside of your immediate role, providing additional support and a deeper understanding of the wider business.

• Qualified to AAT standard is desirable.

• A thought leader- instigating positive group discussions to seek out better ways to move the business or team forward.

• Finds positive outcomes from the most challenging of situations.

• Deliver an exceptional client experience.

• Owns a problem.

• Offers help willingly and shows flexibility to meet the needs of the team.

• Actively engages with all communication platforms across the business.

• Actively contributes to positive team morale.

• Avoids blame.

• Consistently uses emotional intelligence when communicating with colleagues and clients alike.

• Consistently achieves targets expected, and regularly exceeds minimum expectations.

• Sets personal stretching goals to overachieve.

• Demonstrates tenacity and drive to improve internal processes and controls.

• Organised and manages time efficiently.

• Represents our business to a high standard.

• Highly skilled in resolving problems.

• Supporting others and help develop their skills.

• Identifies areas of improvements and shares ideas on how best to improve processes.

• Make suggestions to improve processes, has a “can do” attitude.

• Present information in a professional manner and develop existing reporting.

MANAGER & BUSINESS INTELLIGENCE MANAGER

Role Summary:

SALARY BAND

As a Finance Manager you will have spent time across all entities and have an exceptional level of understanding, with the ability to be able to fully support the rest of the team and help drive their development. In doing so, you will provide invaluable assistance and support to the Finance Director in leading the team to success and be fully aware of the departments’ goals and priorities. Part of the role is being responsible for ensuring the information within any of the entities is accurate and produced in a timely manner, along with being able to identify areas of risk and concern, put forward ideas and suggestions for improvements and have the ability to build reporting models to better present financial and MI information.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• You have developed to a “master” level of knowledge in our industry.

• Demonstrates a Growth Mindsetcontinually looking for learning opportunities.

• Personal development plan in place and active.

• Regularly designing and delivering effective and engaging office training sessions.

• Works to identify and develop their own coaching style.

Developing Others

• A key figure in the development of your peers.

• Regularly provides meaningful developmental feedback.

• Takes responsibility for coaching newer members of the team.

• Role model and an advocate of change for the greater good of the business.

• Expert all-round knowledge of the finance department.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant for role.

• Demonstrates the IT skills necessary for role.

• Excellent working knowledge of all relevant compliance and regulatory requirements.

• Takes steps to understand the technical know-how needed outside of your immediate role, providing additional support and a deeper understanding of the wider business.

• Has a basic understanding of all people processes and systems in place to manage the team effectively, deputising for the Finance Director with ease.

• Ability to produce and analyse accurate MI to support sales management approach.

• A thought leader- instigating positive group discussions to seek out better ways to move the business or team forward.

• Uses initiative and embraces additional responsibility to support Directors.

• Able to find positive outcomes from the most challenging of situations.

• Takes personal responsibility for the client experience delivered within the team.

• Able to form effective working relationships with all key stakeholders across the business.

• Challenges effectively to raise standards.

• Offers help willingly and shows flexibility to meet the needs of the team.

• Actively contributes to positive team morale.

• Actively engages across all communication platforms.

• Displays emotional intelligence when communicating with colleagues and clients alike.

• Identifies opportunities to set challenges and incentives in help the team meet performance and professional goals.

• Able to motivate and inspire others to get the best out of every opportunity.

• Coaching key players in the team to successfully ensure information is accurate and produced in accordance with requirements.

• Organised and manages time efficiently.

• Supports colleagues to understand the departments goals and priorities.

• Able to confidently handle complex queries, identify areas of risk and concern and thinks outside the box.

• Identifies business opportunities and able to strategize to ensure success.

• Ability to build models to better present financial information.

FINANCIAL CONTROLLER

SALARY BAND

Role Summary:

The Financial Controller role is responsible for ensuring the effectiveness and consistency of the Finance department across the various entities. 7 Along with the day to day running and development of the team, this role is responsible for ensuring the timely production of the financial management results each month to a tight deadline. Reporting to the Finance Director, you will be responsible for ensuring the company has all the necessary policies and procedures in place to work efficiently and adhere to external regulations. The role plays a key part in ensuring the accuracy of transactional entries and month end reporting and cashflow, along with overseeing the payroll function with HR and the audit

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• Attends technical training seminars provided by institutes.

• You have developed to a “master” level of knowledge in our industry.

• Demonstrates a Growth Mindsetcontinually looking for learning opportunities.

• Personal development plan in place and active.

• Regularly designing and delivering effective and engaging office training sessions.

• Works to identify and develop their own coaching style.

Developing Others

• Ensures that the team is continually devloping through ensuring that PDPs are up to date and in compliance with HR guidelines.

• A key figure in the development of your peers.

• Regularly provides meaningful developmental feedback.

• Takes responsibility for coaching newer members of the team.

• Role model and an advocate of change for the greater good of the business.

• Deep understanding of the following

• Financial and Management Reporting

• Forward planning, reforecasting andbudgeting cycles

• Balance sheet mechanics, working capitaland cashflow management

• Compliance with the statutoryrequirements including vat returns,corporation tax, PSA and NationalStatistics

• Contracts, leases and insurance requirements.

• Business insurance and leases.

• All company secretarial requirements

• Expert all-round knowledge of the finance department.

• Understands and can clearly articulate the dayto-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant for role.

• Demonstrates the IT skills necessary for role.

• Excellent working knowledge of all relevant compliance and regulatory requirements.

• Takes steps to understand the technical knowhow needed outside of your immediate role, providing additional support and a deeper understanding of the wider business.

• Has a basic understanding of all people processes and systems in place to manage the team effectively, deputising for the Finance Director with ease.

• Ability to produce and analyse accurate MI to support sales management approach.

• Builds lasting and constructive relationships with both internal and external stakeholders

• A thought leader- instigating positive group discussions to seek out better ways to move the business or team forward.

• Uses initiative and embraces additional responsibility to support Directors.

• Able to find positive outcomes from the most challenging of situations.

• Takes personal responsibility for the client experience delivered within the team.

• Able to form effective working relationships with all key stakeholders across the business.

• Challenges effectively to raise standards.

• Offers help willingly and shows flexibility to meet the needs of the team.

• Actively contributes to positive team morale.

• Actively engages across all communication platforms.

• Displays emotional intelligence when communicating with colleagues and clients alike.

• Identifies opportunities to set challenges and incentives in help the team meet performance and professional goals.

• Able to motivate and inspire others to get the best out of every opportunity.

• Coaching key players in the team to successfully ensure information is accurate and produced in accordance with requirements.

• Organised and manages time efficiently.

• Supports colleagues to understand the departments goals and priorities.

• Able to confidently handle complex queries, identify areas of risk and concern and thinks outside the box.

• Identifies business opportunities and able to strategize to ensure success.

• Ability to build models to better present f inancial information.

• All deadlines are met and where they are not achievable expectations are managed

Role Summary:

As a Junior Communications Assistant, you will learn and develop your skills as a communicator. Providing support to your manager and senior leaders, you will ensure that the day-to-day implementation of the internal and external communication plan is executed and reported upon. Over time the role and your responsibilities will grow in line with your personal development programme and on the job training, to ensure you have all the knowledge, skills, and experience to execute communication projects on your own.

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• Induction training.

• Observing and listening to more experienced colleagues.

• Putting formal communications training and coaching into practice.

• Taking feedback on board.

• A personal development plan in place and active.

• Attending and participating in office and external training sessions.

• A good understanding of how communications can share messages with targeted audiences.

• Good knowledge of the day-to-day terminology.

• Able to use the multitude of systems available to communicators to implement their role.

• Demonstrate basic IT skills necessary for role.

• Basic knowledge of compliance requirements relevant to role.

• Takes steps to understand the variety of specialisms across the business.

• Keeps abreast of the news agenda and latest property stories in the media.

• Contributes to ideas and group discussions.

• Communicates confidently with peers both written and verbal.

• Asks for help when needed.

• Engages with all communication platforms across our business.

• Confident and friendly telephone manner.

• Positively contributes to team morale.

• Avoids blame.

• Solid writing ability – able to sell a story in short and long-form.

• Consistently achieves targets expected.

• Identifies exposure opportunities.

• Organised.

• Manages time efficiently.

• Represents our business to a high standard with media and third-party partners.

• Completes reports and written documents promptly.

COMMUNICATIONS MANAGER

Job

Group:

Role Summary:

As a Communications Manager, you oversee the implementation of external and internal communications that align with and supports the business objectives to build and maintain brand awareness, generating customer leads, as well as engaging clients (existing or new) and employees. This leadership role requires you to be accountable and responsible for the company’s communication plan, external partners, and day-to-day implementation.

SALARY BAND

7

DEVELOPMENT TECHNICAL COMMUNICATION + COLLABORATION DELIVERY

Developing Self

• You have developed to a “master” level of knowledge in the communications industry with a high-level of understanding of our market.

• Demonstrates a creative mindset –continually looking for opportunities to expand the company’s awareness.

• Personal development plan in place and active.

• Identifies new technologies and training to enhance existing skills and keep up with trends.

• Undertakes regular training/webinars to keep abreast of changes in the communication landscape.

Developing Others

• Takes responsibility for coaching newer and existing members of the team.

• An advocate of how communications can enhance and develop the business.

• Guiding juniors and key figures to develop their digital skills ensuring all company’s audiences are kept well informed across a variety of communication channels.

• Expert all-round knowledge of the estate agency sector.

• Understands and can clearly articulate the day-to-day terminology relevant to their role.

• Advanced knowledge of all systems and processes relevant to the role.

• Demonstrates the necessary IT skills required to fulfil the role.

• Excellent working knowledge of all relevant compliance and regulatory requirements.

• Has an excellent understanding of all people processes and systems in place to manage the team.

• Able to collate, analyse and present meaningful data and MI to measure and evidence the impact of campaigns and projects.

• Regularly provides meaningful insights into how others can maximise trends to benefit their KPIs.

• A thought leader- instigating positive group discussions about ideas to promote business objectives.

• Owns initiative and embraces responsibility effectively.

• Able to find solutions from challenging or changing situations.

• Takes personal responsibility for the communications distributed across internal and external channels.

• Able to form effective working relationships with all key stakeholders across the business.

• Challenges effectively to raise standards.

• Offers help willingly and shows flexibility to meet the needs of the team.

• Actively contributes to positive team morale.

• Engages with peers across all communication platforms.

• Identifies opportunities to meet or exceed business objectives, providing wellrounded ideas with an execution plan.

• Thinks outside of the box to succeed, ensuring the company’s brand is enhanced.

• Generates engaging materials that inspire and encourage audiences to interact with the company.

• Completes reports and written documents promptly.

• Monitor and observe staff performances, to ensure M&B’s communication objectives are met.

• Supports peers to ensure they can execute communications effectively to meet business objectives.

• Organised and manages time efficiently.

• Able to confidently oversee the implementation of communication activities, driving existing and new opportunities forward.

• Able to motivate and inspire others to try new opportunities and communicate innovatively.