Property Client Success Specialist

Job Description

• This is a remote position.
• This full-time remote position functions as a primary client-facing anchor in a company in the London lettings and sales market, Working UK business hours, the role focuses on delivering high-touch customer service, ensuring seamless utility setups, and providing prompt query resolutions for tenants and landlords.
• The impact of the role relies on managing end-to-end client onboarding, configuring electricity, gas, water, and broadband services, and ensuring all accounts are live prior to move-in dates. Acting as one of the first points of contact for new clients, the position sets the operational tone for the client experience while maintaining strict database accuracy across internal systems and client trackers daily.
• The environment requires an organised, proactive individual with excellent written English who demonstrates attention to detail and a warm, professional manner. Integrating AI tools like Claude into daily workflows to draft communications and manage routine administration, the successful incumbent will actively resolve billing issues, manage service queries with genuine care, and support long-term operational growth.

Key Responsibilities

• End-to-End Client Onboarding: Manage onboarding procedures for new clients by sending order forms, setting up electricity, gas, water, and broadband accounts, and confirming active service status prior to tenant move-in.
• Responsive Client Communication: Respond to incoming client queries promptly and warmly, maintaining company response time standards with an emphasis on rapid turnaround.
• System & Tracker Maintenance: Update and maintain client trackers and internal systems daily to ensure accurate data for team members and external partners.
• Billing & Direct Debit Resolution: Follow up on and resolve billing discrepancies and direct debit issues directly with clients and utility suppliers.
• Service Issue Management: Handle occasional service issues or complaints with care, avoiding rigid scripts, and escalating complex matters to the broader team when required.
• AI Tool Integration: Utilise Claude and other artificial intelligence tools daily to draft client and partner communications in the company voice, manage administrative tasks, and streamline internal processes.

Requirements
Essential Requirements

• Excellent command of written English with a warm, professional communication style suitable for prime and super-prime market clients.
• High level of personal organisation and attention to detail.
• Proactive mindset with a demonstrated tendency to identify operational issues and suggest solutions.
• Comfort and confidence in learning and using digital tools, with a willingness to adopt AI platforms like Claude daily (full training provided).
• Remote working capability with complete availability during UK business hours.
• Previous customer service, client coordination, lettings, or property administration experience is a strong plus.

Required Software Skills

• Facebook
• Google Workspace
• LinkedIn
• WhatsApp
• Claude