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Woolwich rejigs broker sales team

Woolwich has restructured its intermediary sales team to provide different points of contact for brokers depending on how they want to deal with the lender.

The move means 10 business managers have been moved to look after key accounts while 22 intermediary relationship managers have been appointed to deal with brokers face-to-face on a regional basis.

A further 33 intermediary relationship consultants will deal with broker queries by telephone and there will be two new dedicated support teams.

The first of these teams will deal with technical aspects concerning policy and applications while the second will focus on online and system-related queries.

In all, 12 staff have been added to the Woolwich intermediary team.

The lender says that the restructure is a result of broker feedback calling for dedicated contacts.

A spokeswoman for Woolwich says: “All brokers on our database will have named contacts. Our research shows they want a manager and a support team that works with them to ensure they get the best out of Woolwich.”   

Tom Cleary, financial services director at Start Financial Services, says his local BDM has been moved on and that he will now have to deal with one BDM covering the whole of the South of England.

He says: “I’m disappointed by this move. I had a 20-year relationship with our BDM which has been taken away in one fell swoop.

“We feel our relationship is with the BDM rather than the company.”

But the spokeswoman says: “I don’t see brokers losing their personal relationships with us. They should not get less support.”

Last month the lender updated its processes by scrapping its controversial funds booking line and replacing it with an online system.

The online system gives brokers a reference number which has to be submitted with an application within 48 hours of funds being booked.

The lender also recently restored the maximum LTV on its two-year fixed rates to 70% after temporarily reducing this at the beginning of March.



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  • Jon 8th October 2010 at 7:25 pm

    Things have really turned around – woolwich the NO DUAL PRICE lender

  • Rob 29th May 2010 at 7:17 am

    The online funds booking system is worse than hopeless. I’ve been trying for 2 days to book funds from 6am in the morning each day and keep getting a message saying none are available.
    Woolwich clearly dont want the business at the moment and this ridiculous charade of having to reserve funds before submitting an application is simply another barrier to doing business with them.

    They have clearly trained the staff what to say when brokers ring up querying why they can’t get funds and just don’t want to know.

    I will be going out of my way not to recommend them in the future.

  • Ross Robinson 9th April 2010 at 12:32 pm

    Anyone who’s a broker will know the Woolwich have an appalling track record with regard to customer service. I have personally been disgusted at the contact given on my latest case and escalated it to a high level complaint. An Indian call centre may be able to handle telling a customer what their balance is, but they sure cant handle underwriting. If anyone finds a UK contact number, can they please post it on here.

  • naish81 7th April 2010 at 9:05 am

    We havent seen our BDM for the last 2 years and I have given up placing business with them after waiting nearly 5 months to get an offer out and probably about the time same hanging on the other end of the phone!!! Must have the worst service standards amongst all the lenders out there.

  • thin wallet 6th April 2010 at 4:14 pm

    Useless Woolwich, get real, Call centre staff with no idea what a mortgage is let alone owt else. I spent 5 mins chatting to a very nice young man in India on thursday all of which was to try to confirm who the hell I was, he then said that he could not deal with my enquiry as he was only the call centre staff and that he would pass on my enquiry to an underwriter, who, he said would be in touch within the next 24 hours. Guess what, no calls today from Woolwich. What is the bloody point in it all. I am just about cheesed off with the lot of em

  • someone 6th April 2010 at 3:18 pm

    service centre in mumbai
    mortgage centre in delhi.
    BDM nowhere.
    same old woolwich

  • Steven Woodcock 6th April 2010 at 1:55 pm

    We have also lost a good relationship with our BDM. Individually we had been dealing with him for 5 years.

    We now can’t get hold of anyone to discuss our ongoing cases and our new BDM hasn’t contacted us!

    I can assure Woolwich our business levels are directly linked to our relationship with our BDM and to think otherwise is foolish.

  • John O'Hearne 6th April 2010 at 1:45 pm

    One of the worst lenders to get in contact with, less time spent on football fantasy leagues on more on getting the basics of customer service right would be a start!

  • Nick Blatcher 6th April 2010 at 1:28 pm

    Woolwich are the worst lender to deal with by a country mile. Rather than a cosmetic change that will make no difference they need to have a look at the fundamentals of how they do business. Getting rid of the Indian call centres would be a welcome start

  • Nick Blatcher 6th April 2010 at 1:27 pm

    Woolwich are the worst lender to deal with by a country mile. Rather than a cosmetic change that will make no difference they need to have a look at the fundamentals of how they do business. Getting rid of the Indian call centres would be a welcome start