Homz
Operations & Customer Success Supervisor
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About Homz
Homz is an award-winning digital planning and architectural consultancy, providing a streamlined, end-to-end solution for managing council applications across the UK. Working with homeowners, developers and businesses nationwide, our team of town planners, architects and specialist consultants delivers planning and architectural services across England, Wales, Scotland and Northern Ireland.
As our business continues to grow, we're looking for an experienced Operations and Customer Success Supervisor to become the central point of coordination across the business, ensuring projects run smoothly, clients remain informed, and our consultants deliver work to the highest standards.
Role Overview
This is a hands-on operational leadership role. You will take ownership of the day-to-day running of our project delivery, ensuring every client receives an outstanding experience while keeping our internal teams accountable to deadlines and service standards.
You will become the bridge between clients and our planning, architectural and specialist consultant teams, proactively identifying issues before they become problems.
This role is designed to remove the operational workload from the Managing Director, allowing the business to scale through strong systems, communication and accountability.
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Key Responsibilities
Client Operations
- Act as the primary point of contact for existing clients throughout their projects.
- Keep clients updated on progress and expected timescales.
- Manage client expectations professionally.
- Resolve customer enquiries and operational issues promptly.
- Deliver an exceptional customer experience from instruction through to project completion.
Project Delivery
- Monitor every live project daily.
- Ensure all internal deadlines are met.
- Chase outstanding actions from planners, architects and specialist consultants.
- Coordinate workloads across multiple departments.
- Escalate risks before deadlines are missed.
- Maintain accurate project trackers and CRM records.
Operational Management and Team Coordination
- Develop and improve internal operating procedures.
- Create clear workflows and accountability across teams.
- Liaise daily with planners, architects and specialist consultants.
- Coordinate priorities where workloads change.
- Support onboarding of new consultants and ensure operational procedures are followed.
Complaints & Quality Assurance
- Improve and manage the company's complaints procedure.
- Investigate client concerns objectively.
- Handle escalated complaints and dispute resolution.
- Identify recurring issues and implement preventative measures.
- Maintain high Trustpilot and client satisfaction standards.
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We're Looking For Someone Who
- Has experience managing operations in a service-based business.
- Is exceptionally organised and process-driven.
- Can confidently manage multiple projects simultaneously.
- Is comfortable holding teams accountable.
- Has excellent written and verbal communication skills.
- Remains calm under pressure.
- Enjoys solving problems before they escalate.
- Can work independently with minimal supervision.
- Has experience using CRM systems (HubSpot preferred)
What We Offer
- Fully remote working environment
- Opportunity to work with a fast-growing, award-winning consultancy
- Exposure to a wide range of UK planning and development projects
- Collaborative and supportive team culture
- Flexible contract arrangement
- Retainer payment ranging from £28.000 - £42.000 depending on experience
Please send your resume and reference list to hello@homz.uk with reference to "JD:Operations & Customer Success Supervisor"
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