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.
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.
Pay: R33 000,00 - R36 000,00 per month
Work Location: Remote
