Herts Prime Property Solutions
Hours: Monday - Friday, 9 AM - 6 PM
Full-Time
Remote Role with Occasional In-Office Training/Meetings
Location Requirement
We are seeking candidates based in Hertford or the surrounding local areas. While this is primarily a work-from-home role, training and occasional in-office work will be required at our office location. Therefore, we will only be reviewing applications from those within close proximity. If you are located further afield, your application will not be considered.
About Us
At Herts Prime Property Solutions, we are dedicated to delivering exceptional service in property maintenance, including safety and reactive maintenance, for some of the UK's leading property management firms in London. Our commitment to customer service excellence is the cornerstone of our operations.
Role Overview
This is a fast-paced, high-pressure role that requires someone who thrives in a busy environment, can multitask effectively, and remains calm and professional under pressure. The ideal candidate must have previous experience in a similar role, managing high workloads while maintaining strong customer service and operational coordination skills.
As a Customer Service, Planner & Operations Coordinator, you will play a key role in ensuring the smooth execution of individual jobs and projects from start to finish. You will be responsible for coordinating with estate agents, landlords, tenants, and private clients, managing engineer schedules, and handling operational processes to ensure jobs are completed efficiently. Additionally, you will support the Finance team where needed.
Key Responsibilities
Client Relationship Management
* Act as the main point of contact for property management clients, ensuring clear and proactive communication.
* Build and maintain strong client relationships while managing expectations effectively.
Job Intake and Assessment
* Receive safety and reactive maintenance requests from clients and assess the required work, resources, and timelines.
* Ensure job details are logged accurately and efficiently.
Scheduling and Planning
* Create and manage job schedules, considering client priorities and engineer availability.
* Allocate engineers and materials effectively to optimise efficiency and minimise delays.
Resource Coordination
* Work closely with internal teams and external contractors to ensure job completion.
* Manage any changes or urgent requests swiftly to avoid disruptions.
Communication and Updates
* Keep clients informed about job progress, expected completion times, and any delays.
* Provide timely updates and detailed reports as required.
Issue Resolution
* Handle unexpected operational challenges and find quick, effective solutions.
* Work with engineers, tenants, and clients to resolve any on-site or scheduling issues.
Documentation and Reporting
* Maintain accurate records, work orders, and job-related documentation.
* Generate reports on job completion, client feedback, and operational efficiency.
Engineer Support
* Liaise with engineers to provide all necessary job details and requirements.
* Manage engineer work diaries, ensuring schedules are optimised and accurate.
Finance Support
* Assist the Finance team with invoicing clients for completed work.
* Collect and review engineer timesheets, ensuring accuracy and compliance.
Customer Service Excellence
* Maintain a high level of professionalism and customer service in all client interactions.
* Handle client enquiries and complaints promptly, ensuring quick and effective resolution.
* Continuously seek ways to improve processes and enhance customer satisfaction.
* Promote a client-first mindset, ensuring proactive and positive engagement at all times.
Skills and Experience Required
* Experience in operations coordination, scheduling, or a similar high-pressure role.
* Ability to work efficiently under pressure while maintaining attention to detail.
* Strong organisational and multitasking skills, with the ability to manage a high workload.
* Excellent communication and interpersonal skills.
* Proficiency in Microsoft Word, Excel, Office, Outlook, and Teams.
* Experience using telephone systems and scheduling software (training provided).
* Ability to work independently and make quick, informed decisions.
* Full training will be provided, but prior experience in a similar fast-paced role is essential.
Join Our Team
If you are a highly organised, detail-oriented professional with a passion for customer service and operations, we would love to hear from you.
Apply today to become an integral part of Herts Prime Property Solutions.
Job Type: Full-time
Pay: Up to £26,500.00 per year
Benefits:
* Company events
* Company pension
* Work from home
Application question(s):
* Are you based in Hertford within a 5 mile radius?
Education:
* Certificate of Higher Education (preferred)
Experience:
* Customer service: 5 years (required)
* Administrative : 5 years (required)
Language:
* English (required)
Work authorisation:
* United Kingdom (required)
Work Location: In person