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Tenancy Operations Associate

1 month ago

London, Greater London, United Kingdom Home Made Full time
Tenancy Operations Associate

At Home Made, we're seeking a highly organized and detail-oriented Tenancy Operations Associate to join our team. As a key member of our Tenancy Operations Team, you will play a critical role in managing the compliance and contract stages of the rental process.

Key Responsibilities:
  • Compliance Management:
    • Ensure all practices align with current rental legislation and communicate with the rest of the business.
    • Oversee the collection and verification of necessary documents from landlords and tenants to ensure compliance with legal and company standards.
    • Conduct thorough checks to confirm that all properties meet required safety and regulatory standards.
  • Contract Coordination:
    • Create and review tenancy agreements ensuring all terms and conditions are clearly defined and agreed upon by both parties.
    • Act as a trusted advisor to landlords about best practices for contracts, including special clauses in line with Property Law.
  • Client/Customer Support:
    • Serve as the main point of contact for Build to Rent clients, hosting weekly and monthly meetings to discuss Move In pipeline and process changes.
    • Serve as the main escalation point for allocated clients in the tenancy progression stage.
    • Own complaints that come through in regards to tenancy progression from initial communication through to resolution stage.
    • Assist customers with inquiries related to their tenancy agreements, ensuring clarity and transparency.
    • Proactively identify and address potential issues, offering solutions and guidance to facilitate a smooth tenancy process.
  • Project Management:
    • Oversee and manage new client onboarding from timelines and document gathering to building out process flows.
    • Responsible for project implementation and success.
    • Work in partnership with the product team to build effective systems that support the team.
  • Collaboration:
    • Work closely with other departments, including Sales, Property Management, and Customer Success, to ensure a cohesive approach to the rental process.
    • Communicate effectively with internal and external stakeholders to deliver a seamless end-to-end experience.
    • Set up and lead in managing the team and ensuring smooth operations when the line manager is out.
  • Team Leadership:
    • Support the manager with training and coaching of the team.
    • Take responsibility for compliance standards and regulations updates for the business.
    • Take responsibility for core company trainings around compliance and legislation.
    • Be the main point of contact for the team when the manager is not present.

What We Look For:

  • At least 2 years of previous experience in the real estate industry is required.
  • Excellent organizational skills with a strong attention to detail.
  • Outstanding communication and interpersonal skills with the ability to build strong relationships with clients and colleagues.
  • Problemsolving skills and the ability to handle challenging situations with tact and professionalism.
  • Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

Benefits of Working with Us:

  • 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)
  • Mental Health First Aiders
  • 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