Tenancy Operations Executive

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., 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!, 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
  
  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 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!