Customer Experience Coordinator, Real Estate
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Job Description
Customer Experience Coordinator connecting tenants, property owners, and contractors for Expedock. Enhancing customer service and ensuring UK housing standard compliance in a remote setting.
Responsibilities:
- Act as the first point of contact for tenant and landlord inquiries via phone, email, and property management portals.
- Provide clear, empathetic responses to customer concerns, ensuring issues are logged and resolved promptly.
- Maintain consistent communication with clients, updating them on progress and outcomes of their requests.
- Liaise with contractors and property managers to schedule repairs, inspections, and maintenance works.
- Track service requests from initiation to completion, ensuring quality standards and timelines are met.
- Process contractor invoices and confirm service delivery against agreed terms.
- Conduct follow-up calls and surveys to measure satisfaction and identify areas for improvement.
- Monitor recurring issues and propose process improvements to enhance overall customer experience.
- Support the development of customer engagement initiatives, including welcome packs, onboarding guides, and digital communication campaigns.
- Ensure all customer interactions and property-related activities comply with UK housing regulations.
- Maintain accurate, audit-ready records in property management software.
- Track and archive safety certificates, inspection reports, and service logs.
Requirements:
- 2+ years in customer service, property management, or tenancy coordination.
- Familiarity with UK residential housing regulations and compliance standards.
- Proficient in cloud-based property software (e.g., Fixflo, Arthur Online, AppFolio, or Yardi), CRM systems, and Microsoft 365/Google Workspace.
- Dedicated home office with reliable high-speed broadband (100/50 Mbps recommended) and backup internet.
- Exceptional written and spoken English, with strong conflict-resolution and diagnostic skills.
- Fiber internet (PLDT Fiber, Converge, Globe Fiber, etc.) – recommended speed of 100/50 Mbps.
- Backup internet (mobile hotspot or secondary ISP) capable of at least 20 Mbps.
- Quiet, conducive home workspace.
- OPTIONAL: Wired Ethernet connection preferred during work hours.
- OPTIONAL: Power backup (UPS) if the location experiences frequent outages.
Benefits:
- HMO coverage and leave credits after three months of engagement.
- Supportive Remote Environment: Work from home with a collaborative team that values growth and mutual success.
- Structured Training: Comprehensive onboarding and client-specific training to help you quickly master workflows.
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