Head of Case Management (Property)

Head of Case Management (Property)

Location: London

Type: Permanent

About the Role

We’re recruiting for a fast‑growing, tech‑enabled property services organisation that delivers a seamless home‑moving experience. We’re seeking a dynamic Head of Case Management (Property) to lead the team that guides customers through the full journey from offer to completion.

This role requires strong operational leadership, excellent people management skills, and hands‑on expertise with Microsoft Dynamics 365 Customer Engagement (D365 CE) to drive workflow optimisation, automation and efficiency.

Key Responsibilities

• Lead, coach and develop a high‑performing team of Property Move Consultants
• Own the delivery of the home‑moving service, ensuring smooth and timely progression
• Optimise processes and workflows within D365 CE to improve speed, accuracy and consultant productivity
• Improve critical metrics: completion rates, time to completion, fall‑through reduction and customer engagement
• Strengthen communication and progression with brokers, conveyancers and third‑party partners
• Drive commercial outcomes by introducing relevant property services (surveys, insurance, financial planning)

About You

• Experienced in leading customer operations, case management or property progression teams
• Strong understanding of the home‑moving process (property, mortgages, conveyancing or financial services)
• Confident using D365 CE to enhance workflows, dashboards and automation
• Data‑driven, commercially minded and able to scale teams in fast‑paced environments
• Excellent communicator with strong organisational and leadership skills

Why This Role?

• Lead a high‑impact team at the heart of the customer experience
• Shape operational excellence in a growing, technology‑led environment
• Work closely with modern CRM, automation and digital tools including D365 CE

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