Head of Case Management

Head of Property Moving Assistants (PMA)

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