Tenancy Operations Executive

Customer Success Executive | Home Made

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.

This role will be supporting both the tenancy operations and property management teams, working closely with them on key areas from right to rent reviews, contract drafting, reference approvals, through to maintenance set ups and deposit management.

This is a great role for someone who is detail orientated, good with task and time management and works well in a cross functional team.

Location: Southwark, London (office-based role - 1 day WFH post probation)

Salary: £26,000

Working Day and Time: 9am-6pm Monday-Friday and every other Saturday (1/2 day) - with a 1/2 day back in lieu

Start Date: Please note that all hiring is currently for start dates in 2025

Working with us:
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!

To explore more about what we do, click here.

Role and Opportunities:

As a Customer Success Executive, you’ll play a key role in ensuring smooth transitions for landlords and tenants. Your responsibilities include:

Act as the main point of contact for renters questions, supporting them with questions on a variety of aspects, to include but not limited to: references, contracts, handover processes, and maintenance requests.
Provide direct communication with tenants for access and ensure follow ups are carried out
Dealing with ad hoc problems and unforeseeable situations and refer to the Property Managers or Operations Associates if required or an escalation needed
Scheduling works/services and other matters that are required to be carried out
Liaising with the finance team in regards to over payments and receipts of funds - logging as appropriate on our systems
Takes ownership of key management, logging and coding of keys
Respond to low level enquiries of tenants through our joint inbox
Conduct daily update calls with renters in the tenancy progression stage
Conduct Right to Rent checks
Own Tenancy set ups in the system for new deals
Work as part of the team, flexible with the day to support where required alongside core role responsibilities
Be a customer experience champion, ensuring that no question goes unanswered!

About You:

Team Player: You thrive in collaborative environments and contribute positively to a supportive workplace culture.
Empathetic Communicator: Your high emotional intelligence allows you to build trust and ease tensions during potentially stressful situations.
Detail-Oriented Problem Solver: You have exceptional attention to detail and are always thinking two steps ahead.
Excellent Communication Skills: Whether it’s written or verbal, you know how to deliver information clearly, diplomatically, and professionally.

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 [email protected]