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 candidate data with care and in accordance with applicable data protection regulations. Your information will only be accessed by authorized team members and will not be shared with third parties without your consent, unless required by law.