At a Glance
- Tasks: Lead a high-performing team to deliver exceptional homebuying experiences.
- Company: Join a fast-growing fintech platform transforming the housing market.
- Benefits: Competitive salary with OTE, career growth, and a dynamic work environment.
- Other info: Opportunity to work in a collaborative and innovative tech-driven company.
- Why this job: Make a real impact in the homebuying journey and drive customer satisfaction.
- Qualifications: Experience in customer operations and strong leadership skills required.
The predicted salary is between 35000 - 35000 € per year.
Location: London or Southampton (office based)
£35,000 salary £65,000 OTE
About the Company
Our client is a rapidly growing housing and fintech platform transforming the way people buy homes. The business is recognised as one of the fastest growing tech and fintech companies in the UK. Their ecosystem brings together mortgage brokerage, conveyancing, insurance and financial services into a single digital experience. Their flagship HomeBuyer Service combines mortgage and legal work with a dedicated case manager who guides customers through their home purchase from start to finish.
As the business continues to scale, they are looking for an exceptional Head of Account Management to lead and grow this critical function.
Role Overview
The Head of Account Management is responsible for leading the team that delivers the HomeBuyer Service. The team acts as the central coordinator of the homebuying journey, guiding clients from mortgage approval through to completion while ensuring a seamless customer experience and introducing relevant services across the wider ecosystem. This role combines operations leadership, customer experience ownership and commercial performance management. The successful candidate will build and manage a high performing team focused on transaction success, client satisfaction and revenue growth.
Key Responsibilities
- Lead and Scale the Team
- Build and lead a high performing account management team
- Recruit, train and develop staff
- Establish clear performance standards and KPIs
- Create a culture focused on accountability, speed and customer outcomes
- Manage team capacity and workload planning as the business grows
- Own Service Delivery
- Oversee the end to end delivery of the HomeBuyer Service
- Ensure clients receive a seamless and stress free homebuying experience
- Maintain high service standards across all transactions
- Identify operational inefficiencies and continuously improve processes
- Improve Transaction Performance
- Drive improvements across key transaction metrics including:
- Completion rates
- Time from offer to completion
- Fall through reduction
- Client engagement throughout the transaction
- Work closely with brokers, conveyancers and third party partners to ensure transactions progress smoothly.
- Drive Revenue
- The team sits at the centre of the customer journey and plays a key role in introducing clients to additional services, including:
- Property surveys
- Insurance products
- Financial planning
- The Head of Account Management will ensure the team introduces these services in a customer focused and relevant way.
- Operational Excellence
- Design scalable operational processes for managing transactions
- Implement best practices across the team
- Monitor performance using data and operational dashboards
- Continuously improve service efficiency and quality
- Technology and Platform Collaboration
- Work closely with product and technology teams to enhance the tools used by the team, including:
- Transaction platforms
- CRM workflows
- Automation and AI tools
- Customer communication systems
Key Performance Metrics
The Head of Account Management will be responsible for delivering improvements in:
- Transaction completion rates
- Average time to completion
- Customer satisfaction (NPS)
- Revenue per client
- Cross sell conversion
- Team productivity and performance
Candidate Profile
The ideal candidate will have:
- Experience leading customer operations or case management teams within a strong sales environment
- Background in property, mortgages, conveyancing or financial services
- Strong operational, sales and organisational skills
- Proven ability to build and manage high performing teams
- Data driven approach to performance management
- Strong communication and leadership skills
Personal Attributes
- Customer focused mindset
- Highly organised and detail oriented
- Strong problem solving skills
- Ability to operate in a fast growing company
- Commercial awareness and results driven
Head of Account Management in London employer: Crux Careers
Our client is an exceptional employer, offering a dynamic work environment in the heart of London or Southampton, where innovation meets opportunity. With a strong focus on employee growth, they provide comprehensive training and development programmes, fostering a culture of accountability and collaboration. As part of a rapidly growing fintech platform, employees enjoy the unique advantage of being at the forefront of transforming the homebuying experience, all while benefiting from competitive salaries and a supportive team atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Account Management in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their services and how they operate. This will help you tailor your answers and show that you're genuinely interested in the role and the company’s mission.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online resources to get comfortable with common questions. The more you practice, the more confident you'll feel when it’s time to shine in front of the hiring team.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in leaving a positive impression. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Head of Account Management in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Head of Account Management role. Highlight your experience in leading customer operations and managing teams, especially in property or financial services. We want to see how your skills align with our mission!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about transforming the homebuying experience. Share specific examples of how you've driven customer satisfaction and revenue growth in previous roles.
Showcase Your Leadership Skills:In your application, emphasise your ability to build and lead high-performing teams. We’re looking for someone who can create a culture of accountability and speed, so share any relevant experiences that demonstrate your leadership style.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Crux Careers
✨Know the Company Inside Out
Before your interview, make sure you research the company thoroughly. Understand their HomeBuyer Service and how it integrates various financial services. This will not only show your interest but also help you relate your experience to their specific needs.
✨Showcase Your Leadership Skills
As a Head of Account Management, you'll need to demonstrate your ability to lead and develop teams. Prepare examples from your past experiences where you've successfully built high-performing teams or improved service delivery. Be ready to discuss your approach to training and performance management.
✨Be Data-Driven
Since the role requires a data-driven approach, come prepared with metrics that showcase your previous successes. Whether it's improving transaction completion rates or enhancing customer satisfaction, having concrete numbers will strengthen your case.
✨Prepare Questions About Operational Excellence
Think about the operational processes and best practices you would implement in this role. Prepare insightful questions about their current systems and how you can contribute to enhancing efficiency and quality. This shows your proactive mindset and readiness to tackle challenges.
