Removals Sales jobs in Harrow

Client Services & Operations Coordinator

8am to 6pm

1 hour lunch

Job Purpose

The Client Services & Operations Coordinator is responsible for delivering exceptional customer service, managing client enquiries, coordinating bookings, supporting operational delivery, and maintaining accurate administrative records. The role acts as a key link between clients, tradespeople, and internal departments to ensure services are delivered efficiently, professionally, and to the highest standard.

Key Responsibilities

1. Customer Care & Enquiries

• Act as the first point of contact for estate agents, landlords, tenants, property managers, and other clients.
• Handle inbound telephone calls, emails, and online enquiries professionally and courteously.
• Gather and record accurate job requirements, including repairs, maintenance, refurbishments, cleaning services, timelines, and access arrangements.
• Provide accurate information regarding company services, packages, pricing, and service availability.
• Ensure all enquiries are responded to promptly and effectively, maintaining high levels of customer satisfaction.

2. Telesales & Client Handling

• Convert inbound and warm leads into confirmed bookings and sales opportunities.
• Conduct follow-up calls with prospective and lapsed clients to generate repeat business.
• Promote company services and identify suitable solutions based on client needs.
• Maintain a professional and customer-focused approach during all client interactions.
• Support business growth through proactive client engagement and relationship building.

3. Bookings & Scheduling

• Manage service bookings and coordinate appointments in accordance with operational capacity.
• Issue booking confirmations, process deposits and payments, and provide pre-service instructions.
• Liaise with the operations team to allocate appropriate contractors, engineers, or tradespeople.
• Communicate special job requirements, including access arrangements, materials, equipment, and waste removal needs.
• Monitor booking progress and ensure all appointments are completed accurately and on schedule.

4. Administration & CRM Management (Odoo)

• Maintain accurate and up-to-date records of enquiries, quotations, bookings, payments, and client information.
• Manage workflows and data within the Odoo CRM system.
• Generate quotations, job orders, service reports, and related documentation.
• Support invoicing, payment tracking, and credit control processes.
• Assist with the preparation of management reports, KPIs, and operational performance summaries.

5. Client Relationship Management

• Build and maintain strong working relationships with estate agents, landlords, tenants, and property management companies.
• Follow up with clients after service completion to ensure satisfaction and resolve any concerns.
• Conduct customer feedback and satisfaction surveys.
• Identify opportunities to cross-sell and upsell additional company services.
• Support client retention through excellent service delivery and communication.

6. Cross-Department & Administrative Support

• Work collaboratively with sales, operations, finance, and marketing teams.
• Assist management with reporting, diary management, scheduling, and process improvements.
• Attend meetings and provide updates on customer accounts, bookings, and service performance.
• Ensure compliance with company policies, GDPR requirements, confidentiality standards, and health and safety procedures.
• Undertake any other duties reasonably required to support the business.

Person Specification

Essential Criteria

Experience

• Previous experience in a customer service, client services, sales support, scheduling, or operations coordination role.
• Experience handling high volumes of customer enquiries by telephone and email.
• Experience using CRM systems and administrative software.
• Experience coordinating bookings, appointments, or service delivery schedules.

Knowledge & Skills

• Excellent verbal and written communication skills.
• Strong customer service and relationship management abilities.
• Confident telephone manner and sales skills.
• Excellent organisational and time management skills.
• Strong attention to detail and accuracy.
• Ability to prioritise workload and manage multiple tasks simultaneously.
• Competent in Microsoft Office applications, including Word, Excel, Outlook, and Teams.
• Ability to maintain confidential information and comply with data protection requirements.

Personal Attributes

• Professional, positive, and customer-focused approach.
• Strong problem-solving skills and ability to work independently.
• Reliable, organised, and proactive.
• Ability to remain calm under pressure and meet deadlines.
• Team player with a collaborative attitude.
• Flexible and adaptable to changing business requirements.

Desirable Criteria

• Experience within the property, facilities management, maintenance, repairs, construction, or cleaning sectors.
• Experience using Odoo CRM or similar ERP/CRM platforms.
• Knowledge of invoicing, credit control, or finance administration processes.
• Experience in telesales, lead conversion, or account management.
• Understanding of estate agency, landlord, and property management environments.

Qualifications

Essential

• GCSEs (or equivalent) including English and Mathematics.

Desirable

• Business Administration, Customer Service, Sales, Property, or Operations-related qualification.

Professional customer service or administration certification

Pay: £29,741.40 per year

Experience:

• Sales: 2 years (required)
• Client Interactions: 1 year (required)
• Telesales: 1 year (required)

Work Location: In person