Client Services & Operations Coordinator
8am to 6pm
1 hour lunch
Job Purpose
The Client Services & Operations Coordinator is responsible for delivering exceptional customer service, managing client enquiries, coordinating bookings, supporting operational delivery, and maintaining accurate administrative records. The role acts as a key link between clients, tradespeople, and internal departments to ensure services are delivered efficiently, professionally, and to the highest standard.
Key Responsibilities
1. Customer Care & Enquiries
- Act as the first point of contact for estate agents, landlords, tenants, property managers, and other clients.
- Handle inbound telephone calls, emails, and online enquiries professionally and courteously.
- Gather and record accurate job requirements, including repairs, maintenance, refurbishments, cleaning services, timelines, and access arrangements.
- Provide accurate information regarding company services, packages, pricing, and service availability.
- Ensure all enquiries are responded to promptly and effectively, maintaining high levels of customer satisfaction.
2. Telesales & Client Handling
- Convert inbound and warm leads into confirmed bookings and sales opportunities.
- Conduct follow-up calls with prospective and lapsed clients to generate repeat business.
- Promote company services and identify suitable solutions based on client needs.
- Maintain a professional and customer-focused approach during all client interactions.
- Support business growth through proactive client engagement and relationship building.
3. Bookings & Scheduling
- Manage service bookings and coordinate appointments in accordance with operational capacity.
- Issue booking confirmations, process deposits and payments, and provide pre-service instructions.
- Liaise with the operations team to allocate appropriate contractors, engineers, or tradespeople.
- Communicate special job requirements, including access arrangements, materials, equipment, and waste removal needs.
- Monitor booking progress and ensure all appointments are completed accurately and on schedule.
4. Administration & CRM Management (Odoo)
- Maintain accurate and up-to-date records of enquiries, quotations, bookings, payments, and client information.
- Manage workflows and data within the Odoo CRM system.
- Generate quotations, job orders, service reports, and related documentation.
- Support invoicing, payment tracking, and credit control processes.
- Assist with the preparation of management reports, KPIs, and operational performance summaries.
5. Client Relationship Management
- Build and maintain strong working relationships with estate agents, landlords, tenants, and property management companies.
- Follow up with clients after service completion to ensure satisfaction and resolve any concerns.
- Conduct customer feedback and satisfaction surveys.
- Identify opportunities to cross-sell and upsell additional company services.
- Support client retention through excellent service delivery and communication.
6. Cross-Department & Administrative Support
- Work collaboratively with sales, operations, finance, and marketing teams.
- Assist management with reporting, diary management, scheduling, and process improvements.
- Attend meetings and provide updates on customer accounts, bookings, and service performance.
- Ensure compliance with company policies, GDPR requirements, confidentiality standards, and health and safety procedures.
- Undertake any other duties reasonably required to support the business.
Person Specification
Essential Criteria
Experience
- Previous experience in a customer service, client services, sales support, scheduling, or operations coordination role.
- Experience handling high volumes of customer enquiries by telephone and email.
- Experience using CRM systems and administrative software.
- Experience coordinating bookings, appointments, or service delivery schedules.
Knowledge & Skills
- Excellent verbal and written communication skills.
- Strong customer service and relationship management abilities.
- Confident telephone manner and sales skills.
- Excellent organisational and time management skills.
- Strong attention to detail and accuracy.
- Ability to prioritise workload and manage multiple tasks simultaneously.
- Competent in Microsoft Office applications, including Word, Excel, Outlook, and Teams.
- Ability to maintain confidential information and comply with data protection requirements.
Personal Attributes
- Professional, positive, and customer-focused approach.
- Strong problem-solving skills and ability to work independently.
- Reliable, organised, and proactive.
- Ability to remain calm under pressure and meet deadlines.
- Team player with a collaborative attitude.
- Flexible and adaptable to changing business requirements.
Desirable Criteria
- Experience within the property, facilities management, maintenance, repairs, construction, or cleaning sectors.
- Experience using Odoo CRM or similar ERP/CRM platforms.
- Knowledge of invoicing, credit control, or finance administration processes.
- Experience in telesales, lead conversion, or account management.
- Understanding of estate agency, landlord, and property management environments.
Qualifications
Essential
- GCSEs (or equivalent) including English and Mathematics.
Desirable
- Business Administration, Customer Service, Sales, Property, or Operations-related qualification.
Professional customer service or administration certification
Pay: £29,741.40 per year
Work Location: In person
