Jones & Co Lettings is looking for an ambitious, organised and customer-focused Customer Service Administrator to join our Fast-Growing Lettings Agency | Norwich.
This is not a slow-paced admin role.
We are an entrepreneurial letting agency with big plans, high standards and a genuine desire to keep improving. We are investing in better systems, improving our customer experience, and challenging ourselves to become one of the most trusted, innovative and high-performing letting agencies in the region.
We are looking for someone who wants to be part of that journey.
You will be joining a busy, fast-moving team where communication, ownership, speed, accuracy and a positive attitude really matter.
The Role
As Customer Service Administrator, you will support the smooth day-to-day running of our Tenancy Department, with a particular focus on maintenance, tenancy administration, compliance and customer communication.
This role sits at the centre of our customer experience.
When maintenance is handled well, tenants feel looked after, landlords feel informed, properties are protected, contractors know what they need to do, and the wider team can operate smoothly.
Your role will be to help make that happen.
The role includes managing tenant-reported maintenance, coordinating contractors, keeping accurate records, communicating with landlords and tenants, supporting compliance tasks, and helping ensure jobs are followed through properly from start to finish. This reflects the core purpose and responsibilities set out in the existing role profile.
What You’ll Be Doing
Your responsibilities will include:
- Managing tenant-reported maintenance issues.
- Coordinating contractors and monitoring jobs through to completion.
- Keeping accurate records in our property management systems.
- Communicating clearly and professionally with tenants, landlords and contractors.
- Providing proactive updates so people are not left wondering what is happening.
- Supporting tenancy compliance and safety requirements.
- Escalating risks, delays, complaints or recurring issues quickly and clearly.
- Supporting your manager and the wider team with key operational tasks.
- Helping improve systems, processes and standard operating procedures.
- Working to agreed objectives, timescales and role-specific KPIs.
- Supporting wider business activities when needed.
This is a role where follow-through matters. It is not enough to log a maintenance issue — we need someone who cares about seeing things through properly.
This Role Is for You If…
You enjoy being busy.
You like solving problems.
You follow things through properly.
You do not need to be chased.
You care about customers getting clear answers.
You understand the importance of speed, clarity and accuracy.
You can handle pressure without becoming flustered.
You are happy to be measured against clear expectations.
You want to support your manager, your colleagues and the wider business.
You want to be part of something more ambitious than a standard admin role.
A Realistic View of the Role
Property management can be demanding.
Tenants need answers. Landlords expect updates. Contractors need chasing. Maintenance issues can be urgent. Priorities can change quickly. Some days will be busy, and you will need to stay organised, calm and professional.
We will support you, train you and give you clear expectations.
But we will also expect a lot from you.
You will need to take ownership, communicate clearly, work at pace, and care about getting things right.
If you are looking for a quiet, repetitive admin role with little responsibility, this probably is not the right role for you.
If you are organised, positive, resilient, customer-focused and excited by the idea of helping build a better business, this could be a brilliant opportunity.
How We Work
At Jones & Co, our core values are not just words on a wall. They shape how we deal with landlords, tenants, contractors and each other every day.
Our four core values are:
Integrity & Trust — you do what you say you will do, keep promises, handle information properly and build trust through reliability.
Customer Focus & Clarity — you communicate quickly, clearly and professionally, so landlords, tenants and contractors are not left wondering what is happening.
Teamwork & Respect — you support your manager, help your colleagues, and treat people fairly and professionally, even when situations are challenging.
Innovation & Improvement — you look for better ways of doing things, embrace systems and technology, suggest improvements, and care about making the business stronger.
These values are based on Jones & Co’s core values of Integrity & Trust, Customer Focus & Clarity, Teamwork & Respect, and Innovation & Improvement.
Performance and Expectations
We believe in clear standards.
In this role, you will work to agreed expectations around:
- Response times.
- Maintenance job progression.
- Record accuracy.
- Customer communication.
- Contractor coordination.
- Compliance administration.
- Task completion.
- Escalation of risks and delays.
We are looking for someone who is comfortable with accountability and wants to perform well.
You do not need to be perfect, but you do need to care, learn quickly, take feedback well and keep improving.
Experience That Would Help
Experience in any of the following areas would be useful:
- Property administration.
- Lettings administration.
- Maintenance coordination.
- Contractor coordination.
- Customer service.
- High-volume email and phone communication.
- Compliance administration.
- Accurate record keeping.
- Using CRM, property management or maintenance software.
Property experience would be helpful, but it is not the only thing we are looking for.
Attitude, organisation, communication, ownership and resilience are just as important. The role profile highlights similar skills, including maintenance coordination, accurate record keeping, contractor management, prioritisation, problem-solving and handling high volumes of communication.
What You’ll Get
In return, you will have the opportunity to:
- Join an ambitious, growing business.
- Develop your knowledge of lettings and property management.
- Work as part of a supportive team.
- Be trusted with real responsibility.
- Learn from experienced people in the business.
- Contribute ideas and improvements.
- Help shape better systems and processes.
- Build a meaningful role in a company that is moving forward.
This is a great opportunity for someone who wants to grow with a business, not just work in one.
How to Apply
We are especially interested in hearing from people who are organised, ambitious, customer-focused, resilient and ready to take ownership in a busy, growing company.
If you want to be part of a team that values integrity, clarity, teamwork and improvement, we would like to hear from you.
Next Steps
If what you have read excites you and you would like to apply, please follow these steps:
1. Submit your CV to us.
2. Watch our recruitment video (it will be sent to you via email).
3. Complete our Online Application Form (it will be sent to you via email) by:
a) answering a few questions
b) uploading a 1-minute video telling us why you will be a great fit at Jones&Co Lettings: (it will be sent to you via email)..
4. Book a 15-minute Culture-Fit Interview with us.
We look forward to meeting you and discovering if we're a match!
Job Type: Full-time
Pay: £25,000.00-£30,000.00 per year
Benefits:
- Casual dress
- Company pension
- Employee discount
- Employee mentoring programme
- On-site parking
- Sick pay
Licence/Certification:
- Driving License (required)
Work Location: In person
