Home Visits Operations Lead

Position: Home Visits Operations Lead
Type: Full-time, 32 hours, 4 day working week
Location: Remote with regular national travel
Pay: £50-55k 

About WeBuyVintage

WeBuyVintage is one of the UK’s largest buyers of jewellery, antiques and collectibles. We run more roadshows than any other UK company - over 250 valuation events every month - bringing trusted experts face-to-face with customers across the country.

In less than two years, we’ve grown from a pub-table idea into an eight-figure business, and we’re on a mission to make WeBuyVintage a brand everyone recognises.

While our roadshows are perfect for most people, we recognise there are individuals where a more personalised service is needed. Through a growing team of buyers located around England, our Home Visit service provides quick and professional visits to any home. We provide no obligation offers and advice on a wide variety of items with instant bank payment and collection if accepted. 

The Role

We’re looking for a hands-on Home Visits Operations Lead to build, run, and scale our home visit service.

This is a high-impact role where you’ll take ownership of how the channel operates day-to-day, while also designing and improving the systems, processes, and structure behind it.

You’ll be responsible for ensuring the service runs smoothly, efficiently, and profitably — from initial booking through to visit completion — while continuously improving performance as we rapidly grow.

This is not a purely managerial role — we’re looking for a creative and strategic thinker who understands the second hand market and is able to work with our other departments to help the service reach its full market potential.  You are comfortable getting stuck in, solving problems, and building a function from the ground up.

You will work remotely but be travelling regularly to visit and support the growing team of buyers around the country.  

Key Responsibilities

Build & Own the Function

• Design and implement how the home visits service operates end-to-end 
• Establish processes, workflows, and systems to support growth 
• Take ownership of the performance and scalability of the channel 
• Work with our marketing and business development teams to embed the service into the public consciousness

Operational Delivery

• Manage the day-to-day running of the home visit service 
• Coordinate scheduling, logistics, and allocation of visits 
• Ensure appointments are delivered efficiently and reliably 
• Act as the central point of contact for the function 

Performance & Growth

• Monitor and improve key metrics such as: 
  • conversion rates 
  • utilisation 
  • revenue per visit 
• Identify inefficiencies and implement improvements 
• Continuously refine how the service operates to support growth 

Customer Experience

• Ensure a high-quality, consistent experience for customers 
• Identify and resolve service issues and bottlenecks 
• Improve service delivery based on feedback and data 

Team & Structure Development

• Support the future build-out of the function, including schedulers or coordinators 
• Help define roles and responsibilities as the team grows 
• Work closely with buyers and internal teams to ensure alignment 

Cross-Functional Collaboration

• Work closely with: 
  • Buying teams 
  • Customer service 
  • Marketing / lead generation 
  • Operations 
• Ensure smooth coordination between teams to deliver the service effectively 

What We’re Looking For

Experience

• Experience in operations, logistics, or service delivery roles 
• Experience building or improving processes in a fast-paced environment 
• Background in field-based or multi-site operations is highly desirable 
• 3+ years experience managing a dynamic team with proven growth

Skills & Attributes

• Highly organised with strong operational and logistical thinking 
• Hands-on and proactive — comfortable solving problems directly 
• Commercially aware, with an understanding of performance metrics 
• Strong communicator, able to coordinate across teams 
• Comfortable working in ambiguity and building structure from scratch 
• Resilient and adaptable in a fast-growing business

Nice to Have

• Experience in home services, field operations, or similar models 
• Experience in scaling a new service or operational function 
• Exposure to antiques, jewellery, or similar industries 

What you’ll get

• 4-day working week (yes we mean it!) 
• Access to Bright Exchange - enjoy thousands of exclusive employee discounts and perks
• Employee Assistance Programme - confidential, 24/7 support for you and your immediate family, covering work, personal, and home life matters
• On-demand professional development - access to BrightHR’s online learning platform to build new skills and support your career progression
• Competitive pay
• Be part of a rapidly growing, friendly UK brand