Tom
Brook
Telephone Business Development Manager
Accord Mortgages
Tom’s financial services career began where many find their foundations - behind the counter of a local Yorkshire Building Society branch. For four years, he worked directly with customers, learning the value of trust, empathy, and clear communication, and those early lessons shaped his entire career philosophy of listen first, then solve problems. Seeking to broaden his impact and better understand the intermediary side of lending, Tom moved into a new role as a Business Development Advisor at Accord Mortgages: a bold step that opened up a new world of broker relationships, distribution insight, and the vital role intermediaries play in helping people secure their homes.
2025
"I’ve worked my way up from the front counter in branch to a national BDM role, delivering tangible results and helping transform how we support brokers and customers alike."
Converting ambition
into results:
Tom's story so far...
Since joining the intermediary team, Tom has become one of the most dependable voices in broker support. He’s handled over 8,000 webchats and 10,000 calls, guiding brokers through complex scenarios and earning a reputation for being calm and consistent, with an approach which consistently puts broker and customer outcomes at the centre of every decision.
One of Tom’s standout achievements has been leading the DIP (Decision in Principle) Referral Project, an innovative initiative to help brokers overturn declined cases through better collaboration and context. Instead of accepting “no” as final, Tom built a process for re-presenting cases with clearer explanations and stronger supporting evidence.
This project transformed outcomes - converting a large volume of previously declined DIPs into full applications, where Tom’s personal contribution accounted for over 80% of the total conversion value.
Tom’s success and leadership were recognised this year with a promotion to Telephone Business Development Manager, a role that allows him to expand his broker relationships, drive commercial growth, and mentor colleagues on effective collaboration and communication.
Tom's career highlights
- Supported brokers through over 18,000 combined calls and webchats, resolving complex lending queries.
- Led the DIP Referral Project, converting declined cases into approved applications.
- Personally responsible for 80% of the project’s total conversion value.
- Promoted to Telephone Business Development Manager in 2025.
- Known for championing clear communication, empathy, and outcome-focused support.
- Advocate for improving financial literacy and engaging schools and communities in finance education.
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