Jeremy DuncombeIn an industry as dynamic and relationship-driven as mortgage lending, the strength of your business often lies in your people.
At Accord, we’ve made a deliberate and strategic choice to invest in our internal talent, creating clear pathways for progression from entry-level roles right through to senior leadership. And the results speak for themselves.
A few years ago, we recognised a disconnect. Talented colleagues – particularly in sales roles – were eager to grow, but geographic limitations often stood in the way. Roles were emerging across the country, while many of our most promising team members were based in locations that didn’t match the opportunities. Relocation wasn’t always feasible, and we knew we had to rethink how we supported career development.
We began by creating structured development opportunities: masterclasses, interview preparation sessions, and cross-functional exposure. These initiatives helped colleagues build their confidence and prepare for future roles.
We also tapped into our branch network, identifying individuals with strong customer-facing experience, utilising them to support our Accord business. This not only broadened their understanding of the broker market, but also created a pool of talent ready to step into new opportunities, as and when they arose.
We’ve also grown our telephony team. By strengthening our telephone-based business development manager (BDM) function, we’ve reduced the impact of geography – allowing talented individuals to thrive regardless of location.
All these efforts have helped us to create a clear pathway – from entry level roles within our telephony team, through to telephone BDMs, to field-based BDMs, and ultimately into our corporate account strategic partnership team. Over the past four years, at Accord, we’ve only needed to recruit externally for two roles – a reflection of a culture that values growth, loyalty, and long-term investment in people.
Our senior management team is also testament to this approach. Many have progressed through the ranks at Accord, bringing with them deep knowledge and a genuine passion for the brand.
Yes, we’ve saved significantly on recruitment costs. But the real value lies in the loyalty and advocacy of our team. Colleagues who grow within the business understand our values, our customers, and our mission. They are ambassadors – not just for Accord, but for the mortgage industry as a whole.
This approach also supports our broader goals around diversity and inclusion. By nurturing talent from within, we’re giving opportunities to individuals who may not have followed ‘traditional’ career paths. We’re recognising potential regardless of background or pathway, which is powerful – especially in an industry where senior roles often lack the diversity seen at entry level.
Of course, we’re very much open to external talent. External hires bring fresh perspectives and valuable experience, and not every role can be filled internally. But we’ve learned that, sometimes, the best investment is in the people already within your business – who just need to be given that opportunity to shine.
As I’ve explored in my Mortgage Mentors podcast on the Growth Series, many industry leaders are where they are, because someone, somewhere, took a chance on them. I believe we should keep taking those chances, helping those who want to thrive, to grow.
Jeremy Duncombe is managing director of Accord Mortgages
