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
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 Property Moving Assistants 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
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
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