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Interview of Joanne Tattum
Written by the Estate Agent Today team
Joanne Tattum, Channel Manager of Moneypenny

Who are you and what does it say on your business card?

Joanne (Jo) Tattum. Channel Manager - Property

What is Moneypenny and what does it do?

Moneypenny is the UK’s #1 Telephone Answering and Live Chat provider.

What services do you offer and in what ways do you work with estate and letting agents? In the property sector, our 80-strong specialist team handles calls and chats on behalf of more than 2,000 estate agents. So whatever the time of day or night, our highly trained and friendly staff are here to ensure they never miss a valuable enquiry.

What makes your product different and how does it benefit agents?

At the heart of Moneypenny are incredible people and the very latest technology.

We’ve worked hard to create a superb working environment and a unique culture. Our award-winning 100,000 square foot headquarters in Wrexham, North Wales is testament to that, with its own pub, gym, fitness classes, treehouse, subsidised restaurant and free breakfasts.

Moneypenny has been recognised in The Sunday Times ‘100 Best Companies to Work For’ for the last 11 years.

All this means we are able to attract and hold on to the very best people to handle our clients’ calls and chats. I’m pleased to say our staff turnover is the lowest in the industry.

When it comes to technology, we invest heavily and work with Amazon, Twillo and other leading technical giants to ensure we are always well ahead of the pack.

What is your greatest achievement in your current role and what made it so special?

One thing I’m most proud of is my role in the growth of our Live Chat product. In recent years Live Chat has grown from nothing to become an integral part of the business.

Every day I speak to agents, from small independents to national chains who are now recognising the benefits that a great Live Chat service can have to their bottom line.

What is the most satisfying part of your job?

I’m lucky enough to work with some amazing clients and suppliers. It’s always a pleasure to help them grow their businesses, especially once they start to see all the leads that were missing!

What do you see as the biggest challenge facing estate and letting agents at the moment?

2019 was an unsettling year for many agents, with legislation changes, Brexit and a whole host of other challenges.

Thankfully things look have settled down as we entered 2020 and many of my clients are reporting a strong start to the year.

One of their main challenges is now adapting to the change in buyer habits. Technology means it’s easier than ever for customers to enquire at all times of the day and night and we have certainly seen that reflected in our figures.

If an agency is closed or staff are otherwise engaged, then today’s buyer will simply move on to the next property on their shortlist.

What is your property prediction for the remainder of 2020?

Our clients are reporting a strong growth in enquiries so far in 2020 and there is every indication that will continue.

Technology-wise, the big trend is definitely Live Chat. We’re predicting huge growth of around 90% in the next 12-18 months which will be a big change for the industry.


Country house or city apartment?

It has to be a Country House!

Trendy roof terrace or traditional English garden?

Am I allowed to say Welsh Garden? 😊 For me, nothing quite beats a family get-together out in the sunshine!

Would you rather be a free-moving tenant or settled owner occupier?

I love putting down roots for my family so it’s owner-occupier for me.

What is your favourite room in your home?

My kitchen – it’s where we spend the most time together as a family.

Homes under the Hammer or Location, Location, Location?

Location, Location, Location. But absolute favorite is ‘A Place In The Sun’. One day I’d love to buy my own place in Italy so it’s always fun to get a little inspiration!

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