Head of Account Management
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

INDSNR