Customer Operations Manager, Home Made
More information about location
4 days a week in office
Proptech letting service, changing the way people rent for the better!
Be an early applicant
Proptech letting service, changing the way people rent for the better!
21-100 employees
Be an early applicant
More information about location
4 days a week in office
21-100 employees
Company mission
To fix renting for good. Forever. Making it better, safer, and fairer for all.
Role
Who you are
- Proven experience in customer operations, logistics, or process management—ideally in a fast-paced, high-volume or tech-driven environment
- A strong track record in people management with the ability to inspire and lead high-performing teams
- Experience working with CRM systems and partnering with product/tech teams to enhance internal tooling and customer experience
- Highly analytical and comfortable using data to drive decisions and optimise performance
- Strong process thinking—able to spot inefficiencies, design better workflows, and implement change at speed
- Comfortable in ambiguity and excited to roll up your sleeves to solve problems and build from the ground up
- Passionate about creating impact and improving the way things work for customers and internal teams alike
- We’d love to hear from people who thrive in sales based, operational environments, love fixing broken systems, and are motivated by real-world impact
- If you’re looking to make your mark in a growing startup, Home Made is the place for you
What the job involves
- We’re looking for a dynamic, impact-driven Booking Operations Manager to lead our high-performing Bookings and Operations team
- This is a critical role that sits at the heart of our business, overseeing the processes that shape the customer journey—from initial enquiry to scheduled viewings, through to sales agent coordination and performance
- Lead and manage the Bookings and Operations team, driving a culture of excellence, accountability, and continuous improvement
- Set and monitor team KPIs, ensuring alignment with company goals and a relentless focus on outcomes and customer satisfaction
- Oversee the customer enquiry lifecycle, ensuring efficient and customer-centric handling of all booking requests
- Manage and optimise the logistics of sales agent routing and scheduling to ensure operational efficiency and responsiveness
- Identify, design, and implement process improvements to streamline operations and scale effectively
- Collaborate with product and tech teams to ensure CRM and internal tools enhance both operational workflows and the customer journey
- Analyse operational data and customer metrics to inform decisions and drive performance improvements
- Build and maintain dashboards that track key metrics and share insights with leadership
- Act as the bridge between operations, tech, and customer experience—ensuring our tools, processes, and people are aligned to deliver an exceptional end-to-end customer journey
- Champion the customer in internal discussions, helping guide how our products evolve to better meet user needs
- Work with a passionate team where your input will shape the future of the company
- Opportunity to grow and evolve with the business in a high-impact role
Salary benchmarks
Our take
Home Made’s proposition is based on the premise that the letting agent model is broken, with high-street agents offering average service for extortionate fees and online agents charging low fees but offering a worse service as a result. The company positions itself as the only online estate agency in the UK that offers a premium service akin to a high-end traditional estate agent for a significantly lower fee.
Its operating model is driven by data analytics and technology, with better efficiencies and lower costs. The company’s proprietary online platform allows landlords to manage their properties from marketing to move-in and provides an unbiased and professional service to tenants who are digitally enabled for their convenience.
Several more upmarket and lower-fee competitors already occupy the property-tech space. Home Made is betting on its team’s experience across a wide range of industries allowing it to bring a fresh and unique approach to the property sector. It already has a solid user base using its trustworthy and customer-oriented service.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
Nov 2018
$2.7m
EARLY VC
Feb 2018
$1.3m
SEED
Total funding: $4m
Company benefits
- Day off on your Birthday! Birthdays are important for some, but not for all - either way, we want you to take some time off to celebrate or relax!
- Social Events: Join multiple social events at Home Made, ranging from our seasonal parties to charity drives
- Professional Development: We provide constant opportunities to learn and develop at Home Made, including core training, lunch & learns, as well as mentoring and buddy connects
- Saving for your future: With our pension scheme you can set aside however much you'd like
- Parental Support: Enhanced maternity and paternity leave.
- Sabbatical
- Onsite Gym
Company values
- Customer-Centric: We always do what’s right for our customers. We care about delivering the best customer experience, catering to their needs
- Impactful: We deliver the best sustainable results. We are passionate about the impact we make. We remain humble and continuously strive to improve
- Drive Change: We define the future. We are bold, tenacious, with a sense of purpose and urgency. We are on a mission to fix renting for good
- One Team: We are supportive team members, putting the team above self. Diversity and inclusion are at the core of our collaboration, everyone has a right to be heard and the obligation to speak up
- Integrity: We are honest, trustworthy, and transparent in all that we do – internally or externally. No politics or hidden agendas, our teams are here to do the right thing, at all times
Company HQ
South Bank, London, UK
Leadership
Asaf Navot
(Founder)Former Bain strategy consultant and INSEAD MBA graduate.
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