Commercial Trust

Performance

For the first 3 months of 2020 Commercial Trust recorded 3 back to back record months for new mortgage applications. This was up 133% from the first 3 months of 2019. Year on year we continue to grow and 2020 can still be a record year for us.

We have remained resilient in our contribution to the mortgage industry throughout Covid-19, ensuring our clients are given the advice and support they need.

Training

We educate our advisors regularly on criteria and lender policies to make sure we give the best advice, amongst all of the changes and restrictions to lending.

Regular training sessions are held via Zoom with lenders to ensure advisors give the most up to date information to clients. Open chat rooms with lenders have ensured our advisors have access to BDM’s instantly and as a priority.

We have continued to train and develop our teams and support them through CeMap. We focus on helping our account managers develop into advisors, so we can give existing employees opportunity for career progression. We intend to grow our total number of advisors to planned levels by the end of the year.

Efficiency and client experience

We have put a lot of work into maximizing our efficiency. We conducted multiple Quality Circle groups with all employees, to identify areas of our business and processes that could be improved. These were a great success with many excellent ideas, of which many we have implemented, resulting in improvements that directly affect the client experience.

Responding to the pandemic

Since COVID-19 forced the country into lockdown, Commercial Trust acted fast to ensure the safety of our workforce. Over the space of just a few days we managed to have every member of staff (66) in a position to work from home. Each employee had their computer and phone equipment set up to mirror the office work space. We ensured that everyone had access to a comfortable work chair and where necessary, we offered a contribution of £150 for the purchase of a desk.

Our service is delivered entirely over the phone, so with our swift transition to remote working and robust technical set-up, we achieved a seamless client experience.

Our dedication to our employees

As a company, we wanted to ensure that those of our employees temporarily on Furlough were no worse off, so we topped up all salaries to the full 100%.

It was vital that those at home felt valued and still part of the team, so we held regular events such as quiz nights and Bingo to boost morale and to also support mental well-being. We have appointed two mental health support staff, to ensure employees have someone to talk to in the event of any issues.

Our primary goal

Overall we have made every effort to ensure, despite the difficult circumstances in the world, that our clients and team have had as little disruption as possible to achieve our key objective – delivering world class customer service.