Customer Team Administrator

SUMMARY:
This role is responsible for managing the onboarding journey for Property Guardians from room offer through to key collection.

POSITION INFO:

 Customer Team Administrator

Help deliver a seamless onboarding experience for Property Guardians by combining exceptional administration, accuracy, and customer service within a leading property consultancy.

Location | Working Arrangement | Working Hours | Salary

Remote or Hybrid (South Africa) | 9:00am – 6:00pm UK Hours | R35,000 – R40,000 per month

ABOUT OUR CLIENT

Our client is a leading property consultancy specialising in vacant space management. They provide property owners with cost-effective and innovative solutions for managing vacant buildings while creating social impact and supporting local communities.

They believe vacant properties can become inspiring spaces for place-makers, key workers, and innovators to live, work, and create. Their focus is on bringing otherwise vacant spaces back to life through effective property management solutions.

THE ROLE: CUSTOMER TEAM ADMINISTRATOR

This role is responsible for managing the onboarding journey for Property Guardians from room offer through to key collection. The position focuses on ensuring every stage of the onboarding process is completed accurately, compliantly, and with an excellent customer experience.

You will support Guardians throughout the onboarding and offboarding process, administer room swaps, maintain accurate records, coordinate financial administration, and work closely with internal teams and letting agents to ensure every onboarding journey progresses smoothly.

KEY RESPONSIBILITIES

• Work closely with Letting Agents to assess whether a Property Guardian is suitable for a property.
• Manage the complete onboarding journey for new Property Guardians from confirmation through to move-in.
• Deliver a supportive and seamless onboarding experience throughout every stage of the process.
• Review and verify all vetting documentation, including Right to Rent, references, affordability checks, and DBS documentation.
• Ensure compliance and accuracy across all onboarding documentation.
• Set up invoices, Direct Debits, and related payment processes accurately and on time.
• Maintain accurate financial information throughout the onboarding process.
• Support Property Guardians throughout onboarding via regular telephone contact.
• Answer Guardian enquiries, provide guidance on next steps, and set expectations regarding move-in timelines.
• Learn and confidently use HubSpot and GoCardless to maintain accurate and up-to-date records.
• Ensure every stage of the onboarding process is logged and actioned promptly.
• Support room swap administration.
• Support Guardians through the offboarding process.
• Handle customer enquiries via telephone and email.
• Deliver a warm, friendly, and personable customer service experience.

ABOUT YOU

• Exceptional attention to detail, particularly when handling compliance documentation, financial administration, and customer records.
• Highly organised with the ability to manage multiple onboarding journeys simultaneously.
• Strong administrative skills.
• Excellent communication skills with confidence speaking to customers and colleagues over the phone.
• Comfortable contacting the London team by phone whenever clarification is required.
• Ability to create positive customer experiences through professional, friendly, and confident communication.
• Comfortable leading property viewings, including evening viewings and visits to vacant buildings.
• Able to take ownership of work and see tasks through to completion.
• Able to learn new systems quickly.
• Experience using HubSpot CRM is advantageous.
• Experience using GoCardless is advantageous.
• Experience using DocuSign is advantageous.