Property Administrator & Customer Service Coordinator

Housebuyers4u is looking for a highly organised Property Administrator & Customer Service Coordinator to support customers, solicitors, suppliers and internal teams through the property process. 

This is a varied role combining property administration, customer service, solicitor liaison, AML support, document chasing, photography and floorplan coordination, keybox arrangements, insurance administration and completion preparation. 

You will be an important link between the customer, the sales team, managers, solicitors and third-party suppliers. Your role will be to keep communication clear, make sure important tasks are completed on time, flag issues early and help property cases move forward smoothly. 

This role would suit someone who is organised, calm, accurate, customer-focused and comfortable managing multiple tasks at once. 

About the Role 

As Property Administrator & Customer Service Coordinator, you will support customers from the point they agree to proceed, helping them understand next steps, complete paperwork and stay informed throughout the process. 

You will arrange key parts of the customer and property journey, including solicitor introductions, AML checks, photography and floorplans, keybox fitting, document chasing, courier arrangements, meter readings and completion preparation. 

You will also help protect the wider team’s time by handling routine queries, chasing outstanding items and escalating only the issues that require manager input. 

This is a role where attention to detail, follow-up discipline and customer care are essential. 

Key Responsibilities 

Customer Onboarding and Communication 

• Contact customers once they have agreed to proceed and explain the next steps clearly.  
• Make customer service calls to keep sellers informed and reassured.  
• Carry out a day-three touchpoint to check whether the customer has received paperwork and understands what is required.  
• Help customers complete forms where they have questions or need guidance.  
• Check whether customers need help with practical moving-related queries, such as removals signposting.  
• Keep customers updated throughout the process.  
• Act as a professional first point of contact for routine customer queries.  
• Escalate sensitive, urgent or deal-impacting matters to the appropriate manager.  

Solicitor Introductions and Conveyancing Support 

• Introduce customers to the relevant solicitor once a case is ready to progress.  
• Ensure solicitor details, customer details and property information are accurately recorded.  
• Chase customers and solicitors for required paperwork.  
• Support conveyancing-related administration to help keep cases moving.  
• Coordinate final document signing where required, including TR1 forms, contracts, instruction agreements and witness requirements.  
• Arrange couriers or approved local contacts for signature and witness requirements where needed.  
• Keep clear records of solicitor communication, outstanding actions and next steps.  

Property Documentation and Compliance Checks 

• Download OC1 / title documents where required.  
• Request, save and record key property documents.  
• For tenanted properties, chase important documents such as:  
  • AST / tenancy agreement. 
  • Gas Safety Certificate. 
  • EICR. 
  • Deposit protection information.  
  • Any other relevant tenancy documents.  
• Flag risks to a manager, including missing deposit protection, unclear tenancy status, expired certificates or unusual property issues.  
• Identify missing information early so that avoidable delays are reduced.  

AML and Identity Checks 

• Support customer onboarding through agreed AML and identity verification processes.  
• Carry out AML checks where required.  
• Use the correct level of check depending on the stage and value of the case.  
• Record AML results accurately.  
• Escalate failed, unclear or higher-risk AML results to the relevant manager.  
• Handle customer information confidentially and professionally.  

Photography, Floorplans and Brochure Support 

• Book photography and floorplan appointments with customers and suppliers.  
• Confirm appointment details and update internal systems.  
• Chase suppliers for completed photos, floorplans and related information.  
• Support the creation of property brochures and property packs using agreed templates.  
• Ensure property information is accurate, clear and consistent before it is passed to the relevant team.  
• Help gather information required for marketing, sale progression or onward sale.  

Keybox, Access and Completion Preparation 

• Arrange keybox fitting where required.  
• Confirm access arrangements with customers, agents, suppliers or internal contacts.  
• Coordinate key collection, access instructions and property handover steps.  
• Request meter readings and supporting photographs from customers or representatives.  
• Record meter readings clearly and pass them to the correct team.  
• Support completion-day administration and make sure key information is available when needed.  

Internal Coordination and Case Management 

• Act as a filter between customers, sales consultants, managers and the wider deal process.  
• Triage routine customer queries and escalate only the matters that require decisionmaking.  
• Keep CRM records, trackers and case notes accurate and up to date.  
• Monitor outstanding tasks and chase proactively.  
• Support sales consultants and managers with administrative tasks that help cases progress.  
• Ensure handovers between sales, admin, legal, operations and post-completion teams are clear and complete.  

Supplier and Third-Party Coordination 

• Liaise with photographers, floorplan providers, couriers, solicitors, estate agents, keybox providers and local contacts.  
• Arrange couriers for final documents where required.  
• Coordinate with approved contacts in different regions where documents need to be signed or witnessed.  
• Maintain professional communication with third parties.  
• Follow up until tasks are completed and properly recorded. 

What Success Looks Like 

You will be successful in this role if: 

• Customers feel informed, reassured and properly supported.  
• Paperwork is received, chased and completed on time.  
• Solicitor introductions are handled quickly and accurately.  
• Photography, floorplans, keyboxes and couriers are arranged without unnecessary delays.  
• AML checks are completed and recorded correctly.  
• Tenanted property documents are chased and risk flags are escalated early.  
• CRM notes, trackers and case records are accurate and up to date.  
• Managers are protected from routine admin and only pulled into issues that require their input.  
• Cases move forward smoothly because details are controlled properly.  
• Customers receive a professional, calm and helpful service.  
• The wider team trusts you to keep the process organised. 

Skills and Experience Required 

We are looking for someone with strong administration skills, excellent customer service ability and high attention to detail. 

You will ideally have: 

• Previous experience in administration, customer service, property administration, estate agency, conveyancing support, sales progression or a similar coordination role.  
• Strong communication skills by phone and email.  
• Excellent attention to detail and accuracy.  
• Good organisational skills and the ability to manage multiple cases at once.  
• Confidence speaking with customers, solicitors and suppliers.  
• The ability to chase information professionally and persistently.  
• Good IT skills and confidence using CRM systems, spreadsheets and online platforms.  
• A calm and helpful approach when customers need support.  
• The ability to follow processes carefully.  
• Strong judgement on when to resolve something yourself and when to escalate.  
• A proactive attitude and willingness to take ownership of tasks.  

Property, estate agency or conveyancing experience would be beneficial, but the most important qualities are organisation, accuracy, customer care and reliability. 

Ideal Candidate Profile 

This role would suit someone who is: 

• Highly organised and detail-focused.  
• Calm, polite and professional with customers.  
• Confident making calls and chasing paperwork.  
• Comfortable working across multiple cases at different stages.  
• Good at spotting missing information.  
• Able to follow processes without needing constant supervision.  
• Proactive and willing to take ownership.  
• Strong at written and verbal communication.  
• Practical, reliable and solution-focused.  
• Comfortable working in a fast-moving property environment.  
• Able to protect managers’ time by filtering routine queries and escalating genuine issues.  

This role is ideal for someone who enjoys being the person who keeps everything moving behind the scenes. 

 

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