Customer conversion and admin role

# Customer Service & Operations Coordinator ## Purpose of the Role To provide outstanding customer service while taking ownership of the day-to-day administration and operational follow-up of Click & Lock Storage. The purpose of this role is not simply to answer phone calls. It is to ensure that customer enquiries, maintenance issues, cleaning requirements, invoicing follow-up, and administrative tasks are tracked and completed without requiring constant supervision. --- ## Key Principles ### 1. Customer Enquiries Take Priority The company retains first priority over incoming calls. Every effort should be made to answer customer enquiries promptly and ensure that no leads are missed. --- ### 2. Ownership Tasks are not complete until they have been followed through to resolution. The successful team member is expected to: * Work independently. * Track outstanding items. * Use calendar reminders and systems. * Ensure nothing falls through the cracks. * Proactively communicate updates to the team. --- ### 3. Administration Responsibilities include: * Updating customer registers and spreadsheets. * Coordinating maintenance requests. * Arranging cleaning requirements when customers move out. * Escalating issues to the director or maintenance personnel when required. * Following up until issues are resolved. Administrative tasks should generally be actioned within 24 hours. --- ### 4. Overdue Accounts Responsibilities include: * Monitoring overdue invoices. * Following company procedures. * Contacting customers professionally. * Recording communication. * Escalating matters when required. --- ### 5. Communication Strong communication with the team is essential. Issues should be raised promptly, and updates should be provided proactively rather than waiting to be asked. --- ## Definition of Success Success is measured by: * No missed customer enquiries. * Excellent customer service. * Tasks being completed without reminders. * Accurate records and spreadsheets. * Prompt follow-up on maintenance and customer issues. * Strong communication with the team. * High levels of ownership and reliability. This is a role for someone who thinks ahead, follows through, and treats the business as if it were their own.