We are looking for an Operations Manager to assist us in the next phase of Homyze' growth.
Hi from Homyze. We are a Notting Hill-based startup whose mission is to make property maintenance and management as easy as possible for businesses and consumers alike.
We have built a property maintenance platform that is live in London and Sydney and we will be expanding into other cities and countries in the next 12-18 months.
Founded by former high-end residential property developers, we provide easy access to job scheduling and reporting, access to trade professionals on a planned and reactive basis as needed and always pride ourselves on our customer service.
About the Role
You will be responsible for running the fulfillment team. Success for this team revolves around enquiries and job bookings being handled efficiently upon receipt, tradespeople picking up jobs as quickly as possible, and jobs being undertaken in the efficient and friendly way that customers have come to expect from Homyze.
To this end, we want someone that has experience working with similar businesses, and can assist in the development of proprietary and third party tools (such as CRMs) that will streamline these processes. The intention is for you to have P&L responsibility for this part of the Homyze business and you should expect to earn a profit share once you have established yourself in the role. You will help develop the KPIs for the team and work with our developers to ensure the appropriate information is captured.
You will also need to hire additional resources within the marketplace business and should be comfortable with managing this team. We also have an out of hours team that you will be responsible for overseeing.
The fulfillment team involves ensuring that jobs are allocated appopriately and swiftly to our tradespeople. They are many customers' primary point of contact with Homyze and we always do what we can to ensure that they have the best experience possible. You will help us in delivering world class service to our customers, helping bring new clients and customers on board and developing processes to handle the increasing volume of business that Homyze is experiencing.
At a minimum, their day consists of:
- Taking inbound calls from new and existing customers and clients
- Following up with customers to ensure that they were happy with their experience
- Helping to develop processes for use by others within this part of Homyze
- Staying on top of customer bookings to ensure
- Relationship management with new and existing partners
- Potentially reaching out to new partners and hiring other customer service representatives
You should ideally have some experience in startups and operations. You should be willing to do what it takes to grow this team and ensure that it works as efficiently as possible. We are a 24/7 business and although we try to make the out of hours operations autonomous, they will need assistance from you at other times.
Homyze operates in a high volume industry and as such you need to be incredibly organised. There are a few steps in the customer process and enquiries can come from a number of different channels so staying on top of things is extremely important. We are always looking to improve every aspect of the Company and customer experience so we always appreciate input on how best to achieve this objective.
We are a small team but we are doing the work of a larger one. To this end, we like to maximise efficiency and impact in every role.
You will be a critical part of the Company and help shape a corepart of the business that will be rolled out further both domestically and internationally.