Created in 2019 by the combination of the two largest players in the UK conveyancing industry – My Home Move and The Simplify Group, Simplify is the UK’s leading conveyancing business, embracing innovative technology and incorporating many of the fastest growing brands within the property market.
Headquartered in Leicester, the group employs almost 2,000 staff, processes more than 130,000 conveyancing cases a year, and is backed by Palamon Capital Partners.
With ambitious investors and a highly driven leadership team, Simplify is looking to double its market share within the next two years.
To help them build, execute and deliver this vision, Directorbank’s Tim Robb was introduced to Simplify CEO, David Grossman, and two MDs responsible for large parts of the matrixed business, then briefed on sourcing two new roles.
Group Operations Director, Conveyancing Delivery
Working closely with the COO, the successful candidate would oversee the alignment of several businesses by implementing one unified, best-in-class shared service model to further drive efficiencies, quality and compliance.
A data and results driven individual was required with experience of large-scale service and process delivery in a mid-market B2B/B2B2C environment. A track record in creating a mature operating environment and culture was also important as well as the ability to inspire, engage and motivate a wider team.
Head of Call Centres
In-house Call Centres sell and deliver conveyancing services to customers moving home, mostly referred through partner networks of estate agents and other introducers. Headcount across these teams is expected to reach 250 within two years in order to deliver Simplify’s predicted growth. As such, additional expertise was required to build and lead this essential capability.
The successful candidate would have a passionate, proactive approach to driving change, considerable management experience of a target-driven consumer sales environment, and a proven ability in managing people and services in regulated markets.
Tim led a thorough search process with support from researchers Tom Warrack and Katy Evans, encompassing extensive mapping, network referrals and a stringent vetting process. Comprehensive shortlists were presented to the client and following the interview stage, two excellent female candidates were offered the roles – Corin Flett to the position of Group Operations Director and Rachel Burrows to the position of Head of Call Centres.
Corin brings significant experience in delivering internal efficiencies and customer experience improvements as well as demonstrable success in driving revenue via direct and indirect sales channels. Previous roles include Operations Director for Novacroft with P&L responsibility for all operational teams, and Senior Product Manager at Barclaycard.
Rachel is a highly motivated, results-driven leader with over 25 years’ experience in sales, retention and customer service. Previously Director of Sales Operations for Capita Trading and Head of Retention for O2 Telefonica, she brings expertise in leading B2B and B2C multi-site, multi-discipline teams to drive revenue growth.