Customer Experience Coordinator (Real Estate)

About Expedock : We are a tech-enabled workforce augmentation platform leveraging top 1% offshore talent & cutting-edge technology to enable businesses to unlock their full potential. Who We Need: The Customer Experience Coordinator is a vital operational link between tenants, property owners, and third-party contractors. Working fully remotely, this role ensures smooth communication, timely resolution of client concerns, and a consistently high standard of customer satisfaction across our residential portfolio. The ideal candidate is empathetic, detail-oriented, and proactive, with strong knowledge of UK housing standards, excellent communication skills, and the ability to manage multiple priorities while maintaining a calm, professional demeanor. Key Responsibilities: 1. Client Support & Communication - 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. 2. Service Coordination - 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. 3. Customer Experience Enhancement - 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. 4. Compliance & Documentation - 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. Key Qualifications & Requirements: - Experience: 2+ years in customer service, property management, or tenancy coordination. - UK Housing Knowledge: Familiarity with UK residential housing regulations and compliance standards. - Tech Savvy: Proficient in cloud-based property software (e.g., Fixflo, Arthur Online, AppFolio, or Yardi), CRM systems, and Microsoft 365/Google Workspace. - Remote Work Setup: Dedicated home office with reliable high-speed broadband (100/50 Mbps recommended) and backup internet. - Communication: Exceptional written and spoken English, with strong conflict-resolution and diagnostic skills. Technical Requirements: - 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 Why Expedock : - Health & 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. Candidate Data & Privacy Notice: By submitting your application to Expedock , you consent to the collection, use, and processing of your personal information for recruitment purposes. Your data will be used to: - Evaluate your qualifications and suitability for current and future roles - Communicate with you throughout the recruitment process - Improve our hiring processes and candidate experience - Maintain talent pools for future opportunities, where permitted by law Expedock handles