Bookings Coordinator

Home Made; Greater London; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Annual Leave

Birthday off

Office gym

Discounts

Charity day

Office events

Learning & Development

Job summary

Home Made is seeking an Operations Coordinator to join our Sales Operations team in Southwark, London. You will orchestrate daily viewing schedules, allocate slots to Sales Associates, and adapt plans in real time to keep agents productive and customers happy.

In this role you’ll blend CRM management, project coordination and process improvement to develop operational skills in a fast-paced lettings prop-tech environment.

Qualifications

• Excellent prioritisation; distinguish urgent vs important when multiple issues land.
• Calm under genuine pressure; plans change every hour, stay composed.
• Natural puzzle-solver who enjoys optimising routes and constraints.
• Confident communicator with renters, access providers and agents.
• Comfortable working with spreadsheets and new systems.

Responsibilities

• Plan and optimise the day by building viewing schedules across the Sales team.
• Optimise routes and sequencing to reduce travel time for agents.
• Prioritise sites, manage overbookings, re-plan live as needed.
• Book and confirm viewings with renters and providers across channels.
• Manage access, keys and property readiness to avoid missed viewings.
• Keep CRM data accurate and up-to-date.
• Own KPI reporting and identify process improvements.

Skills

Prioritisation

Calm under pressure

Puzzle solving

Communication

Spreadsheet proficiency

Job description

Operations Coordinator| Home Made

Join our Sales Operations team - a great first step into the world of Property Technology and Operations!

The Role

This is the role that keeps our field running. Every day, dozens of viewings need to be slotted to the right Sales Associate, in the right place, at the right time - then re-planned on the fly as agents call in sick, tenants cancel, keys go missing and renters run late. You are the person making hundreds of fast, sensible decisions that keep agents productive and customers happy.

Think of it as closer to dispatch or air-traffic control than to CRM administration. This is not a Salesforce-reporting, pipeline-analytics or classic "sales ops" role, it is live, hands-on coordination of people, routes and appointments in a fast-moving operation. If you love solving a good scheduling puzzle under pressure, you'll love this.

With a mix of CRM management, project coordination, and process improvement, it's a great role to develop operational skills.

Location:

Southwark, London (office-based role - 1 day WFH post probation)

Salary:

up to £28,000 - £32,000 depending on experience

Working Day and Time:

Monday to Friday 9am-6pm, plus every other Saturday

Working with us:

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!

Role and Opportunities:

Include but not limited to...

• Plan and optimise the day
  
  • Build each day's viewing schedule across the Sales Associate team, allocating time-slotted, location-based viewings in the most travel-smart way.
  • Optimise routes and sequencing so agents spend their time in front of properties, not stuck in transit.
  • Prioritise sites, manage overbookings, and bring future viewings forward to fill gaps in the day.
  • Re-plan live as things change - agent sickness, cancellations, missing keys, late renters and access delays.
  
  Book and confirm viewings
  
  • Create and book viewing requests (IPVRs / VVRs and IPVs / VVs) and keep them progressing in line with individual and team targets.
  • Confirm viewings with renters and access providers across phone, email, SMS and WhatsApp for Business.
  • Handle cancellations, planning requests and objection handling calmly and quickly.
  • Manage post-POI viewings, including booking and access.
  
  Manage access and keys
  
  • Arrange and manage B2C and B2B access, chasing and troubleshooting access issues before they cost a viewing.
  • Own keys management; create, reschedule and bulk-upload access windows at scale.
  • Keep property readiness on track - videos, in prep status, EPC checks and feeder reconciliation.
  
  Keep the CRM clean and the data honest
  
  • Maintain CRM data integrity so every record is accurate, current, and shared with the right parties.
  • Manage blocked time, listings and offer creation, and support system and process testing.
  
  Report, improve and grow into more
  
  • Own and report on KPIs, build and monitor dashboards, and surface trends the team can act on.
  • Identify process improvements and automation opportunities, document SOPs, and support new site launches.
  • As you progress: window design, rota management, escalation ownership, recruitment and training.

About You:

• An excellent prioritiser; you can quickly distinguish between what's urgent, what's important and what can wait when multiple issues land at once.
• Calm under genuine pressure; the plan changes every hour, and you stay composed.
• A natural puzzle-solver who enjoys optimising routes and untangling competing constraints.
• Able to find the least-bad solution when every option is imperfect - that's much of the job.
• Comfortable juggling multiple competing priorities at once without losing attention to detail.
• Fast and decisive, comfortable making good calls on incomplete information.
• Meticulous; you know a wrong key or a mis-booked slot means a failed viewing.
• A confident communicator who is comfortable picking up the phone, handling objections and difficult conversations, and communicating clearly with renters, access providers and agents alike.
• An owner; you don't wait to be told what to do next. You spot problems, take action and follow them through to resolution.
• Comfortable living in spreadsheets and quick to pick up new systems.
• Adaptable, commercially aware, and a genuine team player.

Home Made Benefits:

• 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)
• Culture Club: ad hoc events for notable dates (St. Patricks day, Diwali, Movember), Mental Health Champions, CSR opportunities
• On site Gym access, showers, 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 [e-mail]