View more on these topics

A Day In The Life Of… Andy Dean, head of intermediary support, Nationwide


My alarm goes off at…
…6.15am, if — on the rare occasion — one of my five children (or my body clock) fails to beat the alarm to it….

I can’t leave the house without…
…my Fitbit.

‘Wow! This guy is a real inspiration,’ I hear you say. ‘Focused on clocking up 20,000 steps in no time.’

Alas, no. The primary function of my Fitbit, all too often, is its ability to incessantly alert me to emails received or meetings to attend, without my constantly having to glance at my phone. I suspect I’m not the only one…

I get to work by…
…8.15am, after a short, 15-minute commute from Dean HQ to our office.

The main purpose of my job is…
…to lead our dual-branded intermediary support teams and give them the tools to deliver the best possible support to brokers.

Another equally demanding responsibility of my role is to represent the interests of brokers at various internal committees, forums and project boards — ensuring that broker views are represented and any system, policy, product or service change is delivered and communicated successfully.

I’ve been in this role for…
…five-and-a-half years, this being my tenth year with Nationwide, always within our Intermediary Relationship team.

I joined the society as a BDM in 2008 from Advantage Home Loans, a subsidiary of Morgan Stanley. After just over a year I moved into a key account manager role, where I spent nearly four years prior to moving across to lead the support teams.

My typical working day…
…starts with a quick recap of the diary for that day and a catch-up on any emails received, followed by a review of the packs for the day’s meetings, which are likely to be a combination of face to face, video and telephone conferences. Recently, my meeting started with a 9.30am video conference into our Mortgage Proposition Board.

That takes me through to midday, when an hour’s recess gives me an opportunity to catch up on emails and calls and grab some lunch at my desk.

The rest of the afternoon consists of various meetings, project boards and calls, with the occasional 30-minute reprieve or few minutes back giving me an opportunity to pick up and delegate some of the actions from the day.

From 4.30pm onwards my diary is clear so I use the remainder of my time to review the diary and prepare for tomorrow’s meetings, before leaving at 6.15pm.

People may not know that I’m responsible for…
…the Broker Chat teams. We launched Broker Chat just over 18 months ago and it’s been a huge success. It provides brokers with a choice as to how they interact with us and is now handling thousands of chats each week.

A common misconception about my job is…
…perhaps the idea that I rarely leave the office. I get out with our BDMs on a regular basis and try to make it along to industry events and dinners. It’s a vital part of building those important links with brokers — and the food is usually half decent too!

My favourite work memory is…
…watching a colleague have to unpeel layer after layer of shrink wrap to get into his nearly new car, his pride and joy. Thankfully, given his own previous prank-based misdemeanours, while I can’t comment on responsibility I’m pleased to say he saw the funny side.

A perk of the job is…
…being based in Bournemouth. It’s such a great place to live and work!

To unwind after work I like to…
…spend as much time as possible with my wife, five kids and a German Short-Haired Pointer called Riley.

We’ve just discovered the joys of paddleboarding; I may currently have the balance and poise of an elephant standing on one leg but I will persevere!!

My role in five words is…
…demanding, diverse, fulfilling, stimulating, rewarding.



A day in the life of… Peter Trinci, mortgage helpdesk manager, First Complete

My alarm goes off at… …around 6am, but I often press the snooze button for an extra few minutes’ lie-in. I can’t leave the house without… …giving our beautiful, white Chinchilla Persian cat, Sia, a ham treat. She gives me hell if I don’t. I get to work by… …8.30am. I live 45 minutes from […]

A day in the life of… Will Clifton, senior underwriter, Accord

My alarm goes off at… …6.15am, and my daily regime to get ready for work always includes ironing a shirt. I iron clothes only when I need them, much to my mum’s dismay! I can’t leave the house without… …my partner, Nadine. I take her to work on the way to my office. I travel […]

Building long-term relationships

Call us old fashioned, but we want to get to know you personally. That’s why we give you a named case manager and underwriter to look after all your cases from start to finish. Your underwriter will happily give you their number, so you can ring them directly with any questions you have. And your […]


News and expert analysis straight to your inbox

Sign up