Key Responsibilities
- Handle customer enquiries received by phone, email, WhatsApp and website.
- Understand the customers requirements and collect property, access and scheduling information.
- Prepare and follow up on quotations according to approved pricing.
- Coordinate appointments with LocationSquare engineers and service professionals.
- Confirm availability, access arrangements, job scope and appointment details.
- Keep customers informed before, during and after service delivery.
- Monitor active jobs and resolve delays, access problems and service issues.
- Collect completion photos, service reports and customer confirmation.
- Maintain accurate customer, job and follow-up records in Zoho CRM and other operational systems.
- Coordinate with the Vendor Partnerships team regarding availability, coverage and pricing.
- Follow up on outstanding quotations, approvals, payments and incomplete jobs.
- Escalate urgent, high-risk or customer-sensitive matters promptly.
- Support letting-agency and property-management accounts.
- Prepare daily operational updates, job status reports and handover notes.
- Help improve operational processes, templates and service standards.
- Take ownership of customer experience and ensure issues are followed through to resolution.
Candidate Profile
- 3–6 years of experience in operations, service coordination, customer support, facilities management or a similar role.
- Strong spoken and written English.
- Confident handling UK customers by telephone, email and WhatsApp.
- Excellent organisation, follow-up and problem-solving skills.
- Comfortable coordinating several jobs and priorities simultaneously.
- Experience using CRM, ticketing or job-management systems; Zoho experience is an advantage.
- Good working knowledge of Microsoft Excel or Google Sheets.
- Understanding of UK geography, property maintenance or letting-agency operations is desirable.
- Able to work independently in a remote environment with minimal supervision.
- Stable internet connection, professional workspace and reliable laptop/headset.
- Calm, accountable and customer-focused, with strong attention to detail.
Key Performance Expectations
- Prompt response to new customer enquiries.
- Accurate quotations and job records.
- Reliable appointment coordination.
- Consistent customer updates and follow-ups.
- Timely resolution and escalation of operational issues.
- Complete job documentation, including reports and completion evidence.
- Strong customer satisfaction and professional communication.
What We Offer
- Opportunity to work with a growing UK property-services business.
- Direct involvement in operational decision-making and process development.
- Performance-based incentives linked to agreed objectives.
- Long-term growth opportunities as the operations function expands.
Candidates should submit their CV along with their current salary, expected salary, notice period and availability to start.
