Job Description

Tenancy Operations Associate | Home Made

Are you eager to immerse yourself in the heart of prop-tech lettings innovation with Home Made?

An exciting opportunity for a talented, versatile, and detail-oriented individual to join a dynamic and rapidly growing Tenancy Operations Team. We are looking for an experienced Operations Associate to join our team and boost our ability to deliver exceptional service to both tenants and landlords. If you are excited by the opportunity to join a fast-paced start-up, shape a small department as it grows, and disrupt the way an entire industry works, this is the role for you.

So, if you love the energy of a startup, eager to play a role in team building and expansion, and dream of shaking up the rental industry, then this role is for you!

Salary: Depending on experience

Working hours: 9am-6pm Monday-Friday and every other Saturday

Office location: Southwark (office base role, 1 day WFH post probation), note that the Saturday day is WFH)

The role:

Includes but not limited to…

Key Responsibilities

• Own tenancy progression from agreed deal through to move-in, ensuring every tenancy progresses quickly, accurately and compliantly.
• Proactively chase outstanding actions, documents and third parties to keep deals moving and prevent delays.
• Identify tenancies that are off track, understand the blocker and take action to get them back on track.
• Work closely with Sales, Landlords, Tenants and internal teams to resolve issues and successfully convert agreed deals into completed tenancies.
• Act as a key point of contact for Landlords and Tenants before move-in, providing clear and regular updates throughout the process.
• Manage tenancy pipelines, providing clients and Client Account Managers with accurate status updates, risks and required actions.
• Complete client onboarding and attend client meetings where required.
• Ensure all tenancy documentation and pre-move-in requirements are completed accurately and within required deadlines.
• Maintain compliance with relevant lettings legislation and internal processes, including tenancy agreements, deposits, HMO requirements, gas and electrical safety, fire safety and landlord and tenant legislation.
• Coordinate third-party tenancy services and any actions required ahead of the tenancy start date.
• Manage move-in readiness and ensure a clear handover to the client or Property Management team.
• Monitor deposit registration activity and ensure required actions are completed within statutory deadlines.
• Support and coach junior team members, helping resolve complex cases and maintain high standards across the team.
• Deliver against individual and team targets for progression speed, accuracy and completed tenancies.
• Identify recurring blockers and process issues, and help implement practical improvements that make tenancy progression faster and more reliable.

About You:

• A clear and confident communicator with exceptional customer service skills.
• Highly organised, able to manage multiple tenancies, deadlines and priorities.
• Proactive and persistent, taking ownership to remove blockers and keep deals moving.
• Detail-focused, particularly around contracts, compliance and documentation.
• A practical problem-solver who works well at pace and delivers results.

Benefits of working with us:

• Annual Leave: 24 days leave + your birthday off!*
• Employee Perks: discounts for stores, cinema etc*
• Yearly Half Day Charity Day
• Office Social Events
• Mental Health First Aiders
• On site Gym access, showers (towels & shower gel), and indoor bike storage
• Weekly Friday Happy Hour in the office
• Opportunities to upskill in your career through our Learning and Development Programme

*pending completion of probation

Interview Process:

• Application: Application & CV - help us get to know you
• 1st Round: Video Interview
• 2nd Round: Online Assessment
• 3rd Round: In-person Interview

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.