Customer Success Account Manager | Home Made

Our Customer Success team is at the heart of our business supporting the end-to-end process from the point of offer agreed through to day-to-day property management.

This role will be supporting both the tenancy operations and property management teams, working closely with them on key areas from right to rent reviews, contract drafting, reference approvals, through to maintenance setups and deposit management.

This is a great role for someone who is detail-oriented, good with task and time management, and works well in a cross-functional team.

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

Salary:£28K-£32K (depending on experience)

Working Day and Time: 9am-6pm Monday-Friday and every other Saturday (1/2 day) - with a 1/2 day back in lieu

Working with us:
Home Made is 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 encouraging a diverse workforce where everyone has the right to be heard. Together we are on a mission to fix renting for good!

To explore more about what we do, click here.

Role and Opportunities:

As a Customer Success Account Manager, you’ll play a key role in ensuring smooth transitions for landlords and tenants. Your responsibilities include:

1. Overseeing key processes from the initial receipt of a payment of intent to the successful tenant move-in.
2. Championing a customer-first approach by conducting introductory calls, daily check-ins, and prioritising tenant needs to achieve move-in milestones.
3. Ensuring compliance with relevant legislation and maintaining up-to-date knowledge of policy changes, including but not limited to Tenancy Agreements, HMO regulations, Gas & Electrical Safety Standards, Landlord and Tenant Law, and Fire Safety Regulations.
4. Collaborating closely with the sales team to efficiently transition deals into tenancies, particularly resolving challenges that may arise.
5. Coordinating and managing third-party tenancy services.
6. Overseeing logistics such as pre-tenancy maintenance arrangements.
7. Monitoring deposit registration processes to ensure regulatory compliance.
8. Contributing to departmental growth through ad-hoc projects aimed at improving efficiency and enhancing the customer journey.

About You:

• Excellent Communication Skills: Whether it’s written or verbal, you know how to deliver information clearly, diplomatically, and professionally.
• Project Management: You are experienced in organising tasks, setting priorities, and ensuring projects are completed efficiently and on time.
• Administration: You excel at streamlining processes, maintaining organisation, and handling administrative tasks with precision.
• Customer Service Excellence: You provide exceptional support, building strong relationships and delivering a positive customer experience.
• Detail-Oriented Problem Solver: You have exceptional attention to detail and are always thinking two steps ahead.

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. Patrick's 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 joinus@home-made.com.