This is a remote position.
Our client operates within the commercial property sector, servicing high-end prestige commercial clients. They deploy field engineers to conduct site inspections, assessments and repair works across premium commercial environments. This role sits at the centre of their operations, coordinating between head office, field engineers, tenants, occupiers and clients to ensure jobs progress efficiently and every client touchpoint reflects the standard their client base expects.
Key Responsibilities:
Engineer Coordination & Logistics
Process and coordinate incoming works orders via Fixflo and Dwellant, entering them onto the system accurately
Create tasks for engineers based on works or quotation requests
Undertake daily engineer calls to run through diaries, ensure all tasks are understood and address any potential issues before a visit
Manage day-to-day engineer logistics including parking requests, ad-hoc parts requests, access issues and other on-the-day challenges
Liaise with clients to organise keys, access, information or anything else required to fulfil their request
Communicate job progress updates and completion reports to clients throughout
Tenant & Occupant Communications
Process occupant and tenant communications professionally and promptly
Respond to, book and reconfirm occupant site visits and send reminders
Answer incoming calls from staff, tenants and clients, assisting with their requests using available company software platforms
Send and respond to emails, as well as text and WhatsApp messages via CRM integrations
Client & Stakeholder Management
Act as a first point of contact for high-end commercial clients, communicating with professionalism, warmth and discretion
Upload reports and invoices to client portals such as Fixflo and Dwellant, or send pre-generated invoices via the CRM system
Use company AI platforms to create basic job reports for clients and submit them for review by the head office team
Manage expectations clearly and handle queries and issues calmly and proactively
Financial Administration
Process supplier invoices, adding cost data to the relevant jobs and ensuring supplier costs match original quotes
Set up payments to suppliers on the company pay platform, subject to head office review and approval
Input correct engineer times to jobs, ensuring figures are accurate and in line with pre-approved amounts
Review overdue client accounts and send reminder emails and copy invoices
View and allocate certain incoming payments from the bank feed report
Process incoming client account requests, allocate terms and submit for approval
CRM & Systems Administration
Update and manage tenant contact details, property manager details and client account data including addresses, emails, phone numbers, site details and occupant information
Maintain real-time updates within the CRM system across all active jobs
Work across internal systems including CRM, Notion, Slack and Outlook
Work across external platforms including fleet trackers, live dash cams, certificate systems, basic accounting platforms, payment systems and parking systems
Other general CRM administration and office-related duties as required
Compliance & Contractor Records
Source parts and materials for jobs, working with suppliers to obtain quotes, negotiate pricing, process orders and arrange delivery
Create, update, manage and maintain staff and contractor compliance records
Full training will be provided on all client systems. Current tools include:
CRM system (bespoke – full training provided)
Fixflo and Dwellant (works order and client portal platforms)
Microsoft Outlook
VOIP telephony system
Fleet and vehicle management platform
Notion
Slack
Basic accounting and payment platforms
Company AI reporting tools
Requirements
Minimum 3 to 5 years of experience in a similar operations, administration or field service coordination role
Strong operational administration and coordination experience
Exceptional written and verbal communication skills in English
Highly organised with excellent attention to detail
Confident managing multiple stakeholders simultaneously
Experience working with CRM systems and digital platforms
Basic finance knowledge – credit control or accounts administration exposure advantageous
Technically confident and adaptable to new systems
Experience in a property, facilities management or field service environment is advantageous
Personal Attributes:
Polished, articulate and professional in all communications
Service-driven with a concierge mindset – this is a premium client environment
Discreet and trustworthy
Proactive and solutions-oriented – does not wait to be told
Calm under pressure and able to manage competing priorities
Able to operate independently and with confidence during UK business hours
Hardware Requirements:
Computer or laptop with stable performance.
Reliable ADSL/Fibre internet (minimum 50 Mbps).
Headset compatible with VOIP systems.
Anti-virus installed.
UPS/Backup power for load shedding.
Benefits
Working hours:
Monday to Friday, 9am – 6pm UK time
This is a remote contracted role. There is no paid annual leave included in this arrangement.
UK bank holidays are observed and will not be working days.