[Hiring] Customer Experience Coordinator @Expedock

Role Description

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:

• 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.
• 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.
• 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.
• 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.

Qualifications

• 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.

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.

Benefits

• HMO coverage and leave credits after three months of engagement.
• Work from home with a collaborative team that values growth and mutual success.
• Comprehensive onboarding and client-specific training to help you quickly master workflows.