Role: Onsite Operations Assistant
Reporting to: Head of Operations
Location: Soho, London (hybrid between office and onsite at Host locations across London)
Hours: Part time - equivalent of 2 days per week
Start date: Flexible
Salary: £28,000 - £30,000 FTE
Background
Oya is the UK's leading property marketplace for the food industry. We connect food vendors from early-stage street food brands to high-growth catering businesses with landlords and property owners across retail, leisure and hospitality. Our listings span dark kitchens, production units, pub kitchens, takeaways, restaurants, sports stadiums, bingo halls and galleries.
We run two service tiers. Oya Managed is our full-service offering, where we provide ongoing support for our Hosts & Vendors. This role sits within that service, supporting the Head of Operations to deliver a consistently high standard of experience for Hosts and Vendors alike.
Job brief & Hours
We're looking for a reliable, personable and practically-minded person to join the team on a part time basis. You'll split your time between our Soho office and onsite visits to Host properties across London, carrying out check-ins, check-outs, property inspections and run meetings. You will be the first point of contact for all customer enquiries and will become an expert in understanding our customers needs.
This is a hands-on role with real variety. One day you might be doing a kitchen check in, the next you're responding to a Vendor query or chasing an outstanding invoice. You'll be the operational backbone that keeps Oya Managed running smoothly, and a trusted point of contact for both Hosts and Vendors throughout their time with us.
We’re looking for the equivalent 2 days per week which can be flexible depending on your circumstances and that week's onsite requirements.
Responsibilities
- Working closely with the sales and operations team, you’ll be:
- Conducting check-ins and check-outs at Host properties across London
- Being a first point of contact for Hosts and Vendors via email, phone, WhatsApp and live chat — responding promptly and professionally
- Building and maintaining strong working relationships with our customers throughout the lifecycle of their booking
- Identifying issues early and escalating or mediating where needed
- Ensuring H&S compliance documentation and insurance records are kept up to date
- Running monthly catch ups with active Hosts and Vendors to surface any concerns before they become problems
- Supporting with financial queries, including helping customers understand their invoices and fee schedules
- Keeping our CRM records accurate and up to date
- Gathering and collating customer feedback and sharing insights with the wider team
- Spotting gaps in our processes and suggesting improvements
- Optimising on site revenue and helping with sales and marketing support where possible
About you
- You've dealt with complex or sensitive customer situations and know how to stay calm and solutions-focused
- You're confident on your feet, comfortable turning up to an unfamiliar kitchen space and leading a check-in professionally
- You communicate clearly and warmly, in writing and in person
- You're organised, reliable and good at managing a varied workload without things slipping
- You're comfortable with technology: Google Workspace, HubSpot, Airtable, Slack and WhatsApp are the tools we use day to day
- You're happy working independently. The onsite element of this role means you'll often be representing Oya without anyone else in the room
- You're based in London, and are comfortable travelling to Host sites within the city