Customer Success Assistant, Home Made
4-5 days a week in office (Southwark, London)
Prop-tech letting service
Job no longer available
Prop-tech letting service
201-500 employees
Job no longer available
4-5 days a week in office (Southwark, London)
201-500 employees
Company mission
To fix renting for good. Forever. Making it better, safer, and fairer for all.
Role
Who you are
- You enjoy working with those around you and thrive in a mutually supportive working culture
- You have exceptional written and spoken verbal communication skills
- You must be well-equipped to deal with conflict during what is a stressful time for landlords and tenants and manage any disputes with sensitivity and diplomacy
- You are comfortable being accountable for delivering project work within expected timeframes
- You are able to identify the customer’s needs and ensure they feel comfortable during our processes
- You have exceptional attention to detail
What the job involves
- As a Tenancy Operations Assistant, you will join our Tenancy Operations team, which is at the heart of our business, supporting the end-to-end process from the point of offer agreed upon through to the tenancy starting
- The team works in partnership with our Sales and Property Management teams to deliver exceptional customer service to both landlords and tenants
- Elevate the excitement factor by immersing yourself in a dynamic role where you'll provide exceptional customer support to prospective tenants, guiding them through the pre-move-in process with finesse, ensuring they step into their new homes hassle-free
- Embark on a thrilling journey of becoming the ultimate process expert! Dive deep into the intricacies of each site's unique processes, masterfully steering deal progression towards hitting our ambitious targets, all while ensuring a seamless tenant onboarding adventure
- Be the vigilant guardian of deal conversions, embracing a proactive role where you closely monitor every detail from holding payments to move-in day. Your sharp eye and quick action will be the keys to a triumphant tenant transition
- Step into the role of a customer experience champion, leading the charge to enhance satisfaction levels for both our cherished tenants and landlords. You'll be at the forefront of maintaining our industry-leading satisfaction scores, setting us apart from the competition
- Dive into the legal and regulatory landscape, staying up-to-date with changes that directly impact our operations. You'll be the guardian of compliance, ensuring our processes align seamlessly with legislation, from Right to Rent to safety regulations
- Take the reins of in-tenancy administrative processes, handling contract variations, renewals, terminations, and more. This is your chance to shine in a role that keeps the tenancy engine running smoothly
- Be the keeper of the keys! You'll support our sales associates by ensuring they have seamless access to properties and conducting regular audits to guarantee the security and organization of our key stock
- Join our journey of continuous improvement as you contribute to the department's growth through exciting ad-hoc projects. Your innovative ideas will shape a better customer journey for all
- Forge connections with third parties vital to the tenancy progression, from guarantors to contractors and referencing providers. You'll be the linchpin that ensures everything runs like a well-oiled machine
Application process
- Application: Application & CV - help us get to know you
- 1st Round: Video Interview with Talent Acquisition Team
- 2nd Round: Online Assessment
- 3rd Round: F2F Interview with Tenancy Operations Manager and Operations Associate Team Lead
Salary benchmarks
Our take
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. Home Made is stepping in 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. But Home Made is betting on its team's experience across a wide range of industries to bring a fresh and unique approach to the property sector. And its paying off, with over 9,000 private landlords and renters already trusting it, setting the company up nicely for further expansion, with rumours of it looking to expand abroad.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
Nov 2018
$2.7m
EARLY VC
Feb 2018
$1.2m
SEED
Total funding: $3.9m
Company benefits
- Gym: Access to our on site gym - bike, weights and PT available
- 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 weekly happy hour and ad hoc sporting events
- Professional Development: We provide constant opportunities to learn and develop at Home Made, including core trainings, lunch & learns, as ell as mentoring and buddy connects
- Perks at Work: Employees have full access to Perks at Work - lots of opportunities to save with discounts across the board, from cinema tickets, to shopping and much more!
- Parental Support: Enhanced maternity and paternity leave
- Sabbatical: Sometimes a short break isn't enough, Home Made offers sabbaticals after 2 years tenure for those looking for an extended break
Company HQ
South Bank, London, UK
Leadership
Asaf Navot
(Founder & CEO)Former Bain strategy Consultant and INSEAD MBA graduate.
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