Property Customer Service & Administration Coordinator

Monitoring and responding to customer emails, which will be one of the main functions of the role.

Managing Zendesk support tickets from residents, owners and clients.

Using existing Zendesk macros, templates and standard responses to assist with common enquiries.

Creating, categorising, prioritising and allocating Zendesk tickets according to the relevant building and nature of the request.

Answering incoming telephone calls and making outgoing calls where required.

Making friendly courtesy and follow-up calls to customers to check whether their issue has been resolved.

Triaging maintenance and general building enquiries.

Obtaining relevant information from customers so matters can be properly assessed and actioned.

Escalating urgent, technical or higher-level matters to the appropriate Building/Facility Manager.

Preparing and issuing work orders to contractors where required.

Contacting contractors to arrange attendance and access.

Following up outstanding jobs, quotations, service reports and other information.

Updating residents, owners and clients on the progress of their enquiries and maintenance requests.

Liaising with staff, contractors, customers, residents, owners, property managers and other stakeholders.

Maintaining clear and accurate notes and records within Zendesk.

Assisting with notices, emails and routine correspondence.

Following up invoices and job documentation where required.

Ensuring enquiries and maintenance requests are followed through from initial contact to completion.

Assisting with diary and calendar management, including appointments, meetings and follow-ups.

Keeping track of outstanding matters and following up with the relevant people to ensure they continue progressing.

Assisting with meeting scheduling, preparation and follow-up actions where required.

Assisting with the organisation of documents, records and correspondence.

Providing general customer service, administrative and operational support to management and the wider team.

Occasionally assisting with website and social media management.

Assisting with other reasonable administrative and operational activities as the role develops.