Head of Account Management

Head of Account Management
Location: London or Southampton (office based)
35000 salary
65000 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