Customer Care Coordinator: Lettings

Job description

Job description

Upad has become one of the UK’s award-winning and the largest online letting agent and one of very few online letting agents providing everything needed to successfully to let properties.

The Upad team always puts customers first, leading them and providing trusted guidance through the tenancy or rental life cycle, offering a friction-free process. Upad aim is to continuously work on further and better services. We never stop trying to make things better.


The Role

Upad is currently recruiting for Customer Care Coordinator, who can work flexible shifts and work over the weekend.

An overview of this will involve maintaining customer satisfaction by providing Product Information, Customer Services and Customer Account Support. Customer Care Lettings Coordinator will be the main point of contact for all calls.

This is a unique opportunity to work at a fast-growing online company, investing in technology and focused on employee development.


This role will include but not limited to:

  • Ensuring the Account Managers are kept up to date with all scheduling of cases affecting their bench of accounts.
  • Responding to customer emails and escalating urgent queries to the appropriate Account Manager
  • Ensuring queries are dealt with in a reasonable timeframe
  • Administratively support the team during busy periods
  • Ensure the CRM and all notes are consistently and accurately updated
  • Manage large numbers of inbound and outbound calls
  • Identify and assess customers’ needs to achieve satisfaction
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet individual and team targets
  • Manage the whole customer life cycle
  • Follow communication procedures, guidelines and policies
  • Take the extra mile to engage customers
  • Must have some experience in working with CRM, ideally in Fresh Desk and Salesforce.









      Strong communication skills; verbally and in writing

  • Experience in providing 5* customer service to all clients
  • Good at problem-solving
  • Flexible in terms of working hours
  • A strong desired to learn industry knowledge and become a subject expert.
  • A professional telephone manner
  • Being able to work independently and within a team
  • Proven customer support experience
  • Strong phone contact handling skills and active listening



Upad is committed to making a good place to work. You will receive the following:


- Pension

- Study support and funding of course Association of Residential Letting Agents (ARLA) certification

- Cycle to work scheme - Career progression and a competitive Performance Related Pay