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- Tasks: Manage landlord and tenant relationships, ensuring smooth tenancy progression.
- Company: Home Made is a fast-growing prop-tech company revolutionising the rental experience.
- Benefits: Enjoy 24 days annual leave, discounts, social events, and a modern office environment.
- Why this job: Join a mission-driven team focused on improving renting for everyone in a dynamic culture.
- Qualifications: Strong communication skills and customer service experience are essential; no real estate background needed.
- Other info: Office-based role with one day of remote work post-probation.
The predicted salary is between 28000 - 42000 £ per year.
Our Customer Success team is at the heart of our business supporting the end to end process from the point of offer agreed through to day to day property management. The Operations Associate (Tenancy Progression) takes ownership of a core set of Landlords as well as the daily progression of tenants from that holding payment of an offer agreed, through to Move In. This role is suited to those who are excited by a fast paced and busy role, and who have the ability to do it with a high level of accuracy. Our team work together to achieve a common goal, importantly doing things in parallel to ensure a positive customer experience. Prior real estate experience isn't required, but customer and client experience is needed.
Location: Southwark, London (office-based role - 1 day WFH post probation)
Salary: depending on experience
Working Day and Time: 9am-6pm Monday-Friday and every other Saturday (1/2 day) - with a 1/2 day back in lieu
Home Made are the fastest-growing lettings prop-tech company that is changing the way we rent for good! By utilising our unique tech and high-performance team we are improving the renting experience to be better, safer, and fairer for all. Our work culture is based on driving change, working with integrity and encourages a diverse workforce where everyone has the right to be heard. Together we are on a mission to fix renting for good!
As an Operations Associate, you’ll play a key role in ensuring smooth transitions for landlords and tenants. Your responsibilities include:
- Main point of contact with our Build to Rent Landlords and Traditional Landlords in regards to Tenancy Progression.
- Responsible for onboarding, weekly progression updates, as well as effective account engagement.
- Responsible for Tenancy Progression pipeline, known as our Race to Contract, keeping on track through core KPIs.
- Championing a customer-first approach by conducting introductory calls, daily check-ins, and prioritising tenant needs to achieve move-in milestones.
- Staying on top of and ensuring compliance with relevant legislation and maintaining up-to-date knowledge of policy changes, including but not limited to Tenancy Agreements, HMO regulations, Gas & Electrical Safety Standards, Landlord and Tenant Law, and Fire Safety Regulations.
- Collaborating closely with the sales team to efficiently transition deals into tenancies, particularly resolving challenges that may arise.
- Coordinating and managing third-party tenancy services.
- Overseeing logistics such as pre-tenancy maintenance arrangements.
- Monitoring deposit registration processes to ensure regulatory compliance.
- Contributing to departmental growth through ad-hoc projects aimed at improving efficiency and enhancing the customer journey.
About You:
- Excellent Communication Skills: Whether it’s written or verbal, you know how to deliver information clearly, diplomatically, and professionally.
- Project Management: You are experienced in organising tasks, setting priorities, and ensuring projects are completed efficiently and on time.
- Administration: You excel at streamlining processes, maintaining organisation, and handling administrative tasks with precision.
- Customer Service Excellence: You provide exceptional support, building strong relationships and delivering a positive customer experience.
- Detail-Oriented Problem Solver: You have exceptional attention to detail and are always thinking two steps ahead.
Home Made Benefits:
- Annual Leave: 24 days leave + your birthday off
- Modern, state of the art offices
- Employee Perks: discounts for stores, cinema etc
- Yearly Half Day Charity Day
- Office Social Events (Summer and Winter Parties)
- Culture Club: ad hoc events for notable dates (St. Patricks day, Diwali, Movember), Mental Health Champions, CSR opportunities
- On site Gym access, showers (towels & shower gel), and indoor bike storage
- Weekly Friday 5pm Happy Hour in the office
- Opportunities to upskill in your career through our Learning and Development Programme
We are an equal opportunity employer. Diversity and inclusion are important to us at Home Made and we encourage a culture where everyone can be themselves at work. We value and actively seek out a richly diverse range of talent and our policies ensure that every job application and employee is treated fairly, with equal opportunity to succeed. All applicants will be considered for employment without regard to any characteristic protected by law. Home Made is an equal opportunity employer and will offer reasonable adjustments to applicants in our recruitment process. If you require any accommodations or adjustments as a result of disability, impairment, or health condition, please do not hesitate to contact us at joinus@home-made.com.
Operations Associate employer: Home Made
Contact Detail:
Home Made Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Associate
✨Tip Number 1
Familiarise yourself with the property management sector, especially tenancy progression. Understanding the key processes and terminology will help you engage in meaningful conversations during interviews.
✨Tip Number 2
Showcase your customer service skills by preparing examples of how you've successfully handled client interactions in the past. This will demonstrate your ability to champion a customer-first approach.
✨Tip Number 3
Network with professionals in the real estate and property management fields. Attend industry events or join relevant online groups to connect with potential colleagues and learn more about the role.
✨Tip Number 4
Research Home Made's company culture and values. Be prepared to discuss how your personal values align with theirs, as cultural fit is often just as important as skills and experience.
We think you need these skills to ace Operations Associate
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and project management. Emphasise any roles where you demonstrated excellent communication skills and attention to detail, as these are crucial for the Operations Associate position.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific aspects of Home Made that resonate with you, such as their commitment to improving the renting experience and their focus on customer service excellence.
Showcase Relevant Skills: Clearly outline your skills that align with the job description, such as administration, problem-solving, and customer service. Use examples from previous experiences to demonstrate how you've successfully applied these skills in a fast-paced environment.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is essential for the Operations Associate role.
How to prepare for a job interview at Home Made
✨Showcase Your Communication Skills
As an Operations Associate, excellent communication is key. Be prepared to demonstrate how you can convey information clearly and professionally, both verbally and in writing. Think of examples from your past experiences where effective communication made a difference.
✨Highlight Your Customer Service Experience
This role requires a strong customer-first approach. Share specific instances where you've gone above and beyond for customers or clients. Emphasise your ability to build relationships and ensure a positive experience, as this will resonate well with the interviewers.
✨Demonstrate Your Attention to Detail
Given the nature of tenancy progression, attention to detail is crucial. Prepare to discuss how you manage tasks meticulously and ensure compliance with regulations. You might want to mention any tools or methods you use to stay organised and accurate.
✨Be Ready to Discuss Problem-Solving Scenarios
The role involves overcoming challenges that may arise during tenancy transitions. Think of examples where you've successfully resolved issues, particularly in a fast-paced environment. This will show your potential employer that you're proactive and capable of thinking on your feet.
