Bookings Coordinator

Manage high-volume tenant bookings, engineer diaries and appointment scheduling for property inspections, compliance services and remedial works.

Remote (South Africa) | Full-time | 8:00 AM – 5:00 PM UK Time | R20 000 per month

ABOUT OUR CLIENT

Our client operates within the property services sector, coordinating work with letting agents, tenants and field engineers.

The business manages property inspections, compliance services, remedial works and installations, including Electrical Installation Condition Reports (EICRs), gas safety, plumbing, damp and mould, and Energy Performance Certificates (EPCs).

ServiceM8 is used to manage job instructions, appointment bookings, engineer diaries, access arrangements and job records.

THE ROLE: BOOKINGS COORDINATOR

The Bookings Coordinator is responsible for managing incoming job instructions, contacting tenants, arranging appointments and coordinating engineer diaries to ensure jobs are booked accurately and efficiently.

The position involves a minimum of 100 outbound calls daily, maintaining accurate ServiceM8 records, managing cancellations and follow-up appointments, and communicating with letting agents and tenants.

A key focus is ensuring bookings comply with scheduling rules, including engineer availability, qualifications, travel distances, materials requirements and daily job values.

KEY RESPONSIBILITIES

Job Intake & ServiceM8 Administration

• Upload new instructions from letting agents received through email, portals and Safe2 onto ServiceM8 on the same day.

• Accurately capture client and agent details, property addresses, landlord information, tenant contact details, job types, service descriptions, reference numbers and access instructions.

• Attach the correct job templates, checklists and forms for engineers.

• Identify missing or unclear information and follow up with letting agents immediately.

Tenant Communication & Appointment Booking

• Make a minimum of 100 outbound calls daily to tenants, supported by SMS and email follow-ups.

• Arrange appointments within AM (8:00 AM – 12:00 PM) or PM (12:00 PM – 4:00 PM) windows.

• Explain the purpose of each visit, expected duration and access requirements, including consumer units, boilers and all rooms where applicable.

• Coordinate key collections with letting agents when tenants cannot be present.

• Record every call attempt, outcome, confirmation and access arrangement in ServiceM8.

• Follow up with unresponsive tenants using a structured contact process, including attempts across different days, and escalate unresolved bookings to letting agents.

Engineer Diary Management

• Allocate appointments to appropriately qualified engineers, grouping jobs geographically to minimise travel.

• Maintain engineer diaries three days in advance.

• Rebook cancellations, unsuccessful access visits and follow-up appointments promptly.

• Send appointment confirmations and day-before reminders to tenants.

• Keep letting agents informed of booking progress, access difficulties and rescheduled appointments.

• Ensure engineer days achieve a minimum booking value of £400, with a standard EICR day comprising four inspections per engineer.

• Keep travel between consecutive appointments within 45 minutes, excluding Kserve away work.

• Assign gas and plumbing work only to designated plumbers (Tom, Lewis, Chris and Antony), and electrical, damp and mould, and EPC work to appropriately qualified engineers.

• Allocate appointment durations according to the specified service requirements, ensuring booked time matches chargeable time.

• Book appointments within AM or PM windows rather than fixed appointment times.

Remedial Works & Follow-Up Visits

• Schedule approved remedial works after confirming that the required materials are available.

• Check the materials sheet before scheduling remedial or installation jobs.

• Arrange return visits required to issue new certificates following remedial work.

Daily Diary Issues & Reporting

• Review and resolve issues identified in the twice-daily diary reports at 7:30 AM and 2:00 PM UK time.

• Address material shortages, inefficient travel routes, excessive appointment durations and incorrect engineer assignments.

• Maintain complete ServiceM8 records covering calls, confirmations, key arrangements and access notes.

ABOUT YOU

Essential Requirements

• Experience handling high-volume outbound calling of 100 or more calls daily.

• Experience managing diaries or booking appointments.

• Confident using PCs, email and spreadsheets.

• Fast and accurate data entry skills.

• Clear, polite and persuasive telephone communication.

• Good written English.

• Ability to manage a busy diary and consistently follow established processes.

• Calm under pressure and self-motivated when working remotely.

• Takes ownership of responsibilities and persistently follows up until appointments are booked.

Desirable Requirements

• Experience scheduling field engineers within trade, compliance or property businesses.

• Experience using ServiceM8 or similar job-management systems, including Jobber, simPRO or Commusoft.

• Experience communicating with UK tenants and letting agents.

• Previous experience working remotely for a UK business.

• Understanding of UK addresses and geography.

• Basic knowledge of EICRs, gas safety, damp and mould, and EPCs.

• Commercial awareness of diary optimisation, efficient routing and minimising engineer travel time.