Customer Operations Specialist (Contracts & Payments)

Goodlord; Greater London; Hybrid; GBP 46,000 - 60,000; Full time

Benefits offered by this job

25 days holiday (plus UK Bank holidays

Bi-weekly coaching with Sanctus

Annual development fund

Job summary

Goodlord in London is seeking a Contracts and Payments Operations Specialist to ensure the core systems run smoothly and to support onboarding agents and customers across the platform.

You will diagnose issues, coordinate with internal teams, and resolve queries using SQL, HTML and in-house tools to tailor agency branding, documents, and timelines.

This hybrid role offers two days in the office and three remote days, with a collaborative, customer‑focused environment.

Qualifications

• Working knowledge of HTML and SQL database querying.
• Proven analytical and troubleshooting abilities in an end-user support environment.
• High-precision text handling with proficient Excel/Sheets skills.
• Strong organisational skills and ability to prioritise under deadlines.

Responsibilities

• Onboard agents and promptly address their queries by phone and email.
• Monitor, maintain, and optimise core Contracts and Payments systems.
• Collaborate with internal teams to resolve issues and escalate when needed.
• Tailor agency branding, amend documents, and guide clients through timelines.

Skills

HTML basics

SQL queries

Analytical thinking

Excel/Sheets

Job description

Location: London (E1)

Hybrid working as standard: 2 days a week in the office, the other 3 days remote (or office if you prefer)

Contracts and Payments form a core part of the functionality of the Goodlord platform. Together, they enable tenancy execution and the efficient collection and handling of tenancy related payments. The smooth running of these systems is therefore vital to the success of the platform.

As a Contracts and Payments Operations Specialist, your role is to ensure that the systems work as expected and intervene when needed. You will work closely with both our customers and other internal teams to onboard agents, promptly address their queries and resolve/escalate issues as they arise.

The Opportunity:

• Drive the continuous success of Goodlord's critical engine by monitoring, maintaining, and optimising our core Contracts and Payments systems.
• Act as a crucial technical bridge between internal teams and letting agents, directly delivering exceptional support via phone and email.
• Master a dynamic, fast-evolving workday where you will solve diverse operational challenges using SQL, in-house tools, and custom platform configurations.
• Champion agent onboarding from end to end, tailoring bespoke agency branding, amending documents, and seamlessly guiding clients through critical timelines.

What we need from you:

• Practical technical skills with working knowledge of HTML (or another markup language) and experience querying SQL databases.
• Proven analytical and troubleshooting abilities honed in an end-user technical support environment.
• High-precision attention to detail when manipulating text, combined with comfortable proficiency in Excel or Google Sheets.
• Top-tier organisational skills with a demonstrated track record of prioritising high-impact issues and hitting tight deadlines under shifting priorities.

Our mission:

• Two in five people in the UK rent their homes. Our mission? To be the gold standard platform for renting
• We started Goodlord because we wanted to make renting simple and transparent for everyone involved: the agent, the landlord, and the tenant. We knew Generation Rent would lead to more tenants, with higher digital expectations and we were confident we could provide a solution
• Like all scale-ups its been a bit of a rollercoaster journey, but we're now stronger than ever, with around 3,000 letting agents using the platform, exciting and varied products and 350+ Goodlordians across the group supporting the mission!

Why you'll love being a Goodlordian

Aside from the role, the people, our culture and our mission, we have some other things that make Goodlord a pretty awesome place to be. Here's a few favourites amongst Goodlordians (check out our careers page for more info).

• Grow with Goodlord: your development is important to us, that's why we are Great Place to Work - certified. Have a goal in mind? Share it with us so we can use some of our annual development fund to support it. We guarantee you'll learn loads and develop both personally and professionally!
• Your well-being matters: bi-weekly coaching with Sanctus to provide Goodlordians with a safe place to talk and support your mental health
• 25 days holiday (plus UK Bank holidays) plus 1 day per full holiday year up to 32 days: We believe regular breaks are essential for well-being and we encourage (some may say expect!) all Goodlordians to take full advantage of their annual leave entitlement.
• Supporting your family: we offer Goodlordians of all genders a generous 3 months of fully-paid time off to look after their new arrivals
• Our team: we're an energetic, sociable, and talented bunch who are super passionate about what we do and determined to make a difference. We're all in it together, we learn from each other, we're genuine and we don't have time for politics

What's next?

A full job spec is available on request.

Goodlord wants applicants from all backgrounds and walks of life; we are an equal opportunity employer committed to creating an inclusive environment.

Creating a space where everyone feels included is central to who we are. Because we're an open book and we learn from each other, we actively champion diverse perspectives and unique life experiences. If there is anything you need to participate fully in the interview process, we'd love to hear about that too - please include it in your application.

Please note, as we are regulated by the Financial Conduct Authority, all Goodlordians are required to pass a thorough referencing check via Experian before joining the team. We will only ask for references at the point of making an offer.