Operations Lead



London, UK
Posted on Wednesday, October 4, 2023

Operations Lead

1 more property

About Abode

Abode is the key to home ownership for millions of families who are currently locked out from purchasing homes.
We’re on a mission to turn renters into owners and deliver financial freedom for families.
Our rent-to-own programme allows customers to move into their dream properties today, fixes their rent and helps them save. Customers can quickly accumulate a deposit, improve their credit score, and get mortgage-ready to fully own their home.
We’re VC-backed and growing fast but our social mission underpins everything we do. We’re looking for superstar hires to be early employees in an ambitious team working hard to help improve financial health and tackle inequality.

What will you be doing?

We’re seeking a skilled Senior Software Engineer to join the team on a full-time contract. This role is responsible for overseeing our applicant, agent, and resident communications; effectively servicing customers from their first interactions with Abode all the way through buying a home back. A successful employee will create a contact philosophy that optimises for the right balance of quality and efficiency, making Abode a consumer-centric and scalable business.
Responsibilities include:
Build a team across Customer Support, Resident Success, and Payments & Collections
Create a tailored customer and resident experience strategy encompassing all interactions across platforms
Iterate on Payments & Collections policies that are synergistic yet encourage austerity, maximise revenue, and ensure equality
Identify any inefficiencies and optimise technology including working with Product and Engineering to increase productivity
Develop a robust process for quality assurance and complaint management, minimising those on the “unhappy path”
Consistently optimise for cost-per-contact through self-service, automation, outsourcing, and up-skilling

Who are we looking for?

The ideal candidate should have a passion for building consumer-facing fintech products, underpinned by impact and scalability.
Experience in customer operations and/or tech - ideally in a fast-paced, growth-stage environment (minimum 4 years experience) and/or in property management space
A strong operational leader with a high aptitude for both analytics and EQ
Significant experience managing a large team
Excellent written and verbal communication skills
Strong project management skills and the ability to manage multiple projects simultaneously
Ability to work independently and as part of a team


As soon as possible

Salary and Benefits?

£55k–£65k depending on experience
25 days annual leave (pro rata) in addition to public holidays
Freedom to work from home and/or in the office
This is an exciting opportunity to join an ambitious team and make a significant impact. If you have a track record of driving growth and results, we would love to hear from you!

How do I apply?

Send an email to info@withabode.com with the role and your name in the subject line. Let us know why you’re excited about Abode and why you’re the right person for this role, please also attach your CV and/or LinkedIn and anything else you think we should consider!
Speak soon!