Operations Coordinator

Home Made; Greater London; Hybrid; GBP 28,000 - 32,000; Full time

Benefits offered by this job

Annual Leave 24 days

Modern offices

Employee perks

Charity day

Office socials

Culture club

Gym facilities

Friday happy hour

Learning & development

Job summary

Home Made in London is seeking an Operations Coordinator to oversee day-to-day field operations and scheduling. You will allocate viewings to Sales Associates, optimise routes, and re-plan on the fly to keep agents productive and customers satisfied.

This hands-on role blends CRM management with live coordination of people, routes and appointments. The position is office-based in Southwark with 1 day WFH post probation, and offers a salary up to £32,000 depending on experience.

Qualifications

• Calm under genuine pressure; plan changes every hour, stay composed.
• A natural puzzle-solver who enjoys optimising routes.
• Able to find the least-bad solution when every option is imperfect.
• Fast and decisive, comfortable making good calls on incomplete information.
• Meticulous; a wrong key or mis-booked slot breaks a viewing.
• Clear, warm communicator with renters, access providers and agents.
• Owner mindset; you spot problems and act.
• Comfortable with spreadsheets and quick to pick up new systems.
• Adaptable, commercially aware, and a team player.

Responsibilities

• 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 time in front of properties, not in transit.
• Prioritise sites, manage overbookings, and bring future viewings forward to fill gaps.
• Re-plan live as things change — agent sickness, cancellations, missing keys, late renters and access delays.
• Create and book viewing requests (IPVRs / VVRs and IPVs / VVs) and keep them progressing toward targets.
• Confirm viewings with renters and access providers across phone, email, SMS and WhatsApp for Business.
• Handle cancellations, planning requests and objections calmly and quickly.
• Manage post-POI viewings, including booking and access.
• Arrange and manage B2C and B2B access, chasing issues before they cost a viewing.
• Own keys management; create, reschedule and bulk-upload access windows at scale.
• Keep property readiness on track — videos, EPC checks and feeder reconciliation.
• Maintain CRM data integrity, manage blocked time, listings and offer creation.
• Own and report on KPIs, build dashboards, surface trends for action.
• Identify process improvements and automation opportunities, document SOPs, support new site launches.

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

To explore more about what we do, click here.

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

• 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.
• 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 clear, warm communicator with renters, access providers and agents alike.
• An owner; you don’t wait to be told; you spot the problem and move.
• 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 (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 [e-mail]