The primary purpose of this role is to achieve exchange and legal completion targets in line with weekly and monthly business goals. You will manage all reserved customers through COINS, ensuring a smooth, informed, and five‑star experience throughout their homebuying journey. Working closely with Sales Director and Sales Managers, you will drive the exchange and completion strategy for each development, ensuring accuracy, momentum, and exceptional customer service. Key Responsibilities Build and maintain strong working relationships with surveyors, lenders, estate agents, solicitors, and IFAs to support business objectives. Outline targets & manage completion dates to solicitors, including serving notice. Ensure all prospects submit complete mortgage application details to the IFA and progress applications promptly. Manage the full legal process, providing clear, proactive communication to customers, solicitors & third parties from reservation to completion. Support customers throughout their journey, including handover day if required, ensuring an exceptional experience at every stage. Produce and maintain clear progression reports, capturing key dates and milestones, and updating sales advisors and managers weekly. Use COINS & Hubspot consistently and accurately to ensure transparent, up-to-date progress records. Champion the business’s HBF 5‑star standards by supporting customer care, sales, and production teams and prioritising service quality. Provide weekly and monthly reporting support to the Sales Director. Drive performance against the KPI of 10 weeks from reservation to exchange. Provide administrative support across the Sales team as required. Maintain accurate and compliant records across COINS, CRM systems, and internal reporting tools. Manage customer documentation, registrations, contracts, completion statements, and associated records to ensure timely and accurate processing. Monitor shared inboxes and consultant reporting deadlines, ensuring queries and tasks are completed promptly. Liaise with internal departments to provide legal responses to our solicitors on enquiries that come in. Attend meetings as required by the business to provide conveyancing updates. Support events, meetings, training activities, and day‑to‑day operational needs across developments. Review reservation documents including the chain checker form upon receipt from the sales consultants to ensure the information provided is accurate Liaise with all links in the chain for accurate updates & record these on the CRM system & spreadsheets used by the wider business. Ensure that detailed updates are provided to the sales management team to enable accurate forecasting for the business Assist the sales team with any sales admin support they may require What we expect from you This role requires an experienced professional within a similar role and a strong background in housebuilding, legal services, or estate agency. You will have a proven understanding of the homebuying process, exceptional administrative skills, and the ability to work in a structured, organised, and proactive manner. A strong team player, you will collaborate effectively with sales teams, solicitors, and customers to secure exchanges and completions within strict timelines. Self‑motivated and results‑driven, you will bring a detailed understanding of the legal process, strong problem‑solving abilities, and confidence when managing customer and internal department communications. Success in this role requires accurate forecasting, excellent communication, the ability to prioritise effectively, and a commitment to delivering high‑quality service.