Job Description

Tenancy Operations Account Manager | 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.


The Tenancy Operations Account Manager takes ownership of a core set of Landlords as well as the 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

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

Tenancy Operations Account Manager

, 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