Rachel Bayford, Account Manager

Rachel Bayford is an Account Manager at Nova, overseeing transactions from instruction through to completion and making sure clients feel supported and informed throughout their conveyancing journey. Her role is centred on communication, relationship management and helping clients through what can often be a complex process.

Rachel’s career has always been centred on property and customer service. Before joining Nova, she worked as a Sales Progressor, helping transactions move smoothly from offer through to completion, and prior to that as an Account Manager at Move With Us, managing part exchange properties on behalf of national housebuilders.

What attracted Rachel to Nova was the opportunity to work closely with clients throughout one of the most important transactions of their lives.

What’s kept her here is the nature of the job itself and, just as importantly, the people behind the scenes, with a genuine team spirit and a shared focus on delivering the best possible experience for clients and partners.

Communication, Empathy and Honesty

For Rachel, great relationship management starts with communication, empathy and honesty. People want to feel heard, understood and informed, especially when they’re going through something as significant as a property transaction. Accountability and integrity matter just as much: if there’s an issue, she takes ownership and works to find a solution rather than passing the problem on.

Trust, she believes, is built through consistency and genuine care. Rachel has always believed that people buy people first, which is why she focuses on being approachable, calm and understanding, giving clients and partners the time they need. When challenges arise, she is thorough in her approach and leaves no stone unturned, taking the time to learn whatever she doesn’t already know so she can provide the best possible support.

Straight Talking, Even When It’s Hard

Rachel’s advice to firms looking to strengthen how they work with clients and partners is to focus on honesty, accountability and communication. Strong relationships, she believes, are built on trust, and trust comes from being transparent, even when things don’t go to plan.

In conveyancing, there will always be challenges and delays, but clients and partners generally want to know what’s happening rather than being left in the dark. Sometimes the update isn’t the news they were hoping for, but clear, honest information lets people make informed decisions and feel supported throughout the process.

The Complexity Behind Every Transaction

Rachel believes one of the most underestimated things about conveyancing is just how complex the process can be, particularly within the UK property market. There’s a lot of legal, financial and practical work taking place behind the scenes that clients don’t always see.

Comparisons are often made with other countries, where transactions can move faster or contracts are exchanged at a different stage. In England and Wales, there are checks and investigations that need to be completed before a transaction can safely proceed. Leasehold properties are a good example: they can involve additional parties, documentation and enquiries, which adds complexity and can affect timescales. That extra work can be frustrating, Rachel says, but it’s there to protect clients and make sure they have a full understanding of what they’re buying or selling.

What Partners Can Expect

Rachel focuses on being approachable and easy to work with, whether that’s answering a question, working through a challenge or offering reassurance at a difficult stage of a transaction. Her aim is always to make the process as straightforward and stress-free as possible.

“Partners value my proactive approach and communication skills. I believe in keeping people informed, setting clear expectations and staying ahead of issues wherever possible. Property transactions can be complex, so regular updates and open communication help give clients and partners confidence that matters are progressing.”

In Rachel’s Words

“At the heart of every transaction is a person. Buying or selling a home is one of the biggest financial and emotional commitments many people will ever make, so good communication, honesty and empathy carry just as much weight as technical expertise. My approach has always been simple: be proactive, be accountable, and treat people how I would like to be treated if I were the client.”