At a Glance
- Tasks: Lead and grow a team of Property Moving Assistants to enhance the homebuying experience.
- Company: Join OneDome, a top fintech company transforming the housing market.
- Benefits: Competitive salary, career growth, and a dynamic work environment.
- Other info: Be part of a fast-growing team with excellent opportunities for advancement.
- Why this job: Make a real impact in the homebuying journey with innovative solutions.
- Qualifications: Experience in customer operations and strong leadership skills required.
The predicted salary is between 60000 - 80000 € per year.
Location: London/ Southampton (office based).
Company: OneDome Group
About OneDome
OneDome is a rapidly growing housing and fintech platform transforming the way people buy homes. We are ranked 6th fastest growing tech company in the UK by the Sunday Times and 4th fastest growing fintech company by Deloitte. Our ecosystem brings together mortgage brokerage, conveyancing, insurance and financial services into a single digital experience. Our flagship HomeBuyer Service combines mortgage and legal work with a dedicated Property Moving Assistant (PMA) who guides customers through their home purchase from start to finish.
As OneDome continues to scale, we are looking for an exceptional Head of Property Moving Assistants to lead and grow this critical function.
Role Overview
The Head of Property Moving Assistants is responsible for leading the team that delivers OneDome’s HomeBuyer Service. The PMA 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 OneDome 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 ecosystem revenue growth.
Key Responsibilities
- Lead and scale the PMA Team
- Build and lead a high-performing team of Property Moving Assistants
- Recruit, train and develop PMA 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 the HomeBuyer 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 Ecosystem Revenue
The PMA team sits at the centre of the customer journey and plays a key role in introducing clients to services across the OneDome ecosystem, including:
- Property surveys
- Insurance products
- Financial planning
The Head of PMA 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 PMA team
- Monitor performance using data and operational dashboards
- Continuously improve service efficiency and quality
Technology & Platform Collaboration
Work closely with the product and technology teams to enhance the tools used by the PMA team, including:
- DealRoom transaction platform
- CRM workflows
- Automation and AI tools
- Customer communication systems
Key Performance Metrics
The Head of PMA will be responsible for delivering improvements in:
- Transaction completion rates
- Average time to completion
- Customer satisfaction (NPS)
- Revenue per HomeBuyer client
- Cross-sell conversion across ecosystem services
- PMA productivity and performance
Candidate Profile
The ideal candidate will have:
- Experience leading customer operations or case management teams in a strong sales organisation
- 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-obsessed mindset
- Highly organised and detail-oriented
- Strong problem-solving skills
- Ability to operate in a fast-growing company
- Commercial awareness and results orientation
Head of Case Management employer: OneDome
OneDome Group is an exceptional employer, offering a dynamic work environment in the heart of London/Southampton where innovation meets customer service excellence. With a strong focus on employee growth and development, we provide comprehensive training and support to help our team thrive in their roles, while fostering a culture of accountability and collaboration. As part of a rapidly growing fintech company ranked among the fastest in the UK, employees enjoy unique opportunities to contribute to transformative projects that redefine the homebuying experience.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Case Management
✨Tip Number 1
Network like a pro! Reach out to people in the property and fintech sectors, especially those who work at OneDome. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by understanding OneDome's services inside out. Show us you know how our HomeBuyer Service works and how you can enhance it. We love candidates who are genuinely interested!
✨Tip Number 3
Practice your leadership stories! We want to hear about times you've built high-performing teams or improved customer experiences. Be ready to share specific examples that highlight your skills.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage with us directly.
We think you need these skills to ace Head of Case Management
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Head of Property Moving Assistants role. Highlight your experience in customer operations and case management, especially in property or financial services. We want to see how your skills align with our mission at OneDome!
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 led teams or improved processes in previous roles. We love a good story!
Showcase Your Leadership Skills:As a potential leader for our PMA team, it's crucial to demonstrate your leadership style. Talk about how you've built high-performing teams and driven results in past positions. We’re looking for someone who can inspire and motivate others!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss any important updates. Plus, we love seeing candidates who take that extra step!
How to prepare for a job interview at OneDome
✨Know the Company Inside Out
Before your interview, dive deep into OneDome's mission, values, and services. Understand how the HomeBuyer Service works and be ready to discuss how you can enhance the customer experience. This shows genuine interest and helps you connect your skills to their needs.
✨Showcase Your Leadership Skills
As a candidate for Head of Property Moving Assistants, it's crucial to demonstrate your leadership experience. Prepare examples of how you've built and managed high-performing teams in the past. Highlight specific achievements that align with the role's focus on team performance and client satisfaction.
✨Be Data-Driven
OneDome values a data-driven approach, so come prepared with metrics from your previous roles. Discuss how you've used data to improve transaction performance or customer satisfaction. This will show that you understand the importance of analytics in driving business success.
✨Prepare Questions That Matter
Interviews are a two-way street, so think of insightful questions to ask about the PMA team's current challenges and goals. This not only demonstrates your interest but also gives you a chance to assess if the company culture aligns with your values and work style.
