About the organisation
Our client is an ambitious, fast-growing technology business helping the property industry navigate the complex and ever-changing world of property licensing and compliance.
Its innovative platform helps landlords and letting agents manage regulatory requirements accurately and efficiently, working with some of the UK's leading property brands. With growing demand, new partnerships and exciting plans for expansion, the business is investing in its people, processes and technology to support its next stage of growth.
About the role
This is an exciting opportunity for an experienced operations leader to take ownership of a growing licensing applications service within a scaling technology business.
You'll lead a remote team responsible for managing property licence applications from start to finish, ensuring every application is accurate, compliant and delivered on time. You'll have genuine ownership of service quality, team performance, capacity planning and customer experience, with the opportunity to continually improve how the operation works.
Working closely with the product and sales teams, you'll help shape the systems, processes and automation that enable the business to grow without compromising standards. You'll also play a key role in balancing customer commitments with operational capacity.
Key responsibilities will include:
• Leading and developing a remote team of Licensing Applications Administrators, setting clear expectations and supporting performance.
• Managing end-to-end application delivery, ensuring service levels, quality standards and customer expectations are consistently met.
• Designing and improving processes, workflows and quality assurance procedures, identifying opportunities to reduce errors and increase efficiency.
• Monitoring KPIs and SLAs, addressing performance issues early and maintaining accurate, GDPR-compliant submissions.
• Forecasting team capacity against demand, planning recruitment and budgets, and preparing for new licensing scheme launches.
• Developing expertise in differing local authority licensing requirements, maintaining guidance and resolving complex or escalated cases.
• Working with sales to agree realistic delivery commitments and with product colleagues to improve systems, tools and automation.
• Supporting the team directly during peak periods to maintain service quality and delivery.
About you
You'll be an experienced operations manager who enjoys taking ownership, improving processes and developing people in a busy, quality-critical environment. You're comfortable balancing competing priorities, making sound decisions and protecting standards while helping a growing service scale.
Essential experience and skills:
• At least 3–4 years' experience leading a team in a high-volume operation, managing SLAs and quality targets across hundreds of cases a month.
• Experience in a regulated, compliance-led or similarly quality-critical environment, such as financial services, claims, shared services or outsourced operations.
• A proven track record of designing or improving processes and workflows, with measurable results.
• Experience establishing or managing audit, quality assurance or quality control procedures.
• Strong people leadership skills, with the ability to coach, motivate and develop a team working remotely/internationally.
• Sound judgement and confidence handling escalations, managing stakeholder expectations and maintaining clear boundaries.
• The ability to learn complex rules and regulations quickly, adapt to changing priorities and bring structure to a growing operation.
• Excellent communication and relationship-building skills, with a collaborative and solutions-focused approach.
Desirable, but not essential:
• Experience in property licensing, lettings, property management or housing compliance.
• Familiarity with UK local authorities and their online portals.
• Experience managing teams across different countries or time zones, including offshore or outsourced teams.
• Experience in capacity forecasting, workforce planning or budget management.
• Experience working with product teams to shape systems, tools and operational processes.
• An interest in using AI and automation to improve productivity, streamline workflows and develop team resources.
What's on offer?
• Salary of £48,000–£55,000 per annum fte, depending on experience.
• Remote working from anywhere in the UK, with just 1–2 days a month in the London office.
• A full-time role, with a four-day working week available on a pro-rata basis for the right candidate.
• 25 days' annual leave, increasing with tenure, plus the usual Christmas office closure.
• Paid charity days each year.
• 20 days of work-from-anywhere allowance.
• Pension scheme and health insurance.
• Share options, offering the opportunity to benefit from the business's growth.
• Cycle-to-work scheme, book allowance, home office budget and a dedicated learning and development budget.
Interested?
If you're an operationally strong, people-focused leader who takes pride in getting the detail right, improving how things work and building a high-performing team, this could be a fantastic opportunity to make a real impact.
You'll have the autonomy to shape a growing service, influence the technology behind it and help a forward-thinking business scale with confidence.
We'd love to hear from you!
*Full time equivalent – actual salary will depend on hours worked
Please review the job details above thoroughly and ensure you're happy with salary, location before applying
We're really good at keeping our job board up to date, so if the link for this role works, we are still accepting applications and we'd love you to apply.