Virtual Operations Coordinator (Property Services)

About Us We are a fast-growing property services and compliance company supporting letting agents, landlords, and property professionals across Staffordshire and surrounding areas. We deliver a range of property services including inventories, checkouts, EPCs, property inspections, compliance checks, and related property services. As our workload continues to grow, we are looking for a highly organised and proactive Virtual Operations Coordinator to help manage the smooth running of our daily operations. This role will be central to ensuring our field teams are efficiently scheduled, clients and tenants receive excellent communication, and every job progresses through our systems accurately from booking through to completion and invoicing. The Role This is a key operational role responsible for coordinating the day-to-day scheduling and administration of our property services. The primary focus will be optimising our schedules, managing changes, improving efficiency, and ensuring our teams are working as effectively as possible. You will work closely with our operations team, field staff, clients, and tenants to ensure appointments are booked correctly, access is secured, issues are resolved quickly, and completed work is accurately processed and billed. This role requires someone who is highly organised, confident communicating with people, comfortable managing multiple priorities, and able to identify opportunities to improve efficiency. Key Responsibilities 📅 Scheduling & Diary Optimisation (Main Responsibility) Managing and maintaining daily schedules for field-based property inspectors Booking appointments using our systems (InventoryBase & Acuity Scheduling) Reviewing diaries to optimise routes, travel time, and team capacity Identifying opportunities to group appointments geographically and improve efficiency Managing cancellations, postponements, and rescheduling requests Reallocating work when appointments change or issues arise Ensuring all scheduling systems remain accurate and aligned Monitoring upcoming workloads and identifying potential diary gaps or pressures Supporting forward planning to ensure deadlines and client expectations are met 📞 Tenant, Client & Access Coordination Making outbound calls daily to tenants, landlords, and agents Confirming appointments and access arrangements Following up where emails have not received a response Resolving access issues before appointments take place Gathering availability and coordinating suitable appointment times Communicating professionally on behalf of the business Escalating any issues that may impact completion timescales 📋 Job Management & Workflow Control Creating and checking jobs within our systems Ensuring jobs contain accurate information before being assigned Checking correct service types and templates are selected (Inventory, Checkout, EPC, Property Visit etc.) Ensuring contact details, access notes, and instructions are complete Monitoring jobs through the workflow from booking to completion Identifying incomplete information or potential delays before they affect delivery ✅ Quality Control & Process Checks Carrying out basic quality checks on completed jobs Reviewing completed work to ensure required information has been captured Identifying missing information, errors, or issues requiring correction Ensuring internal processes are being followed consistently Supporting improvements to systems and procedures Maintaining accurate records and operational trackers 💰 Billing & Invoice Accuracy Checking completed jobs have been processed correctly for invoicing Ensuring services completed match the work charged Supporting invoice preparation and raising invoices where required Checking EPCs and other services have been billed correctly Assisting with basic reconciliation and identifying missed billing opportunities Working with the operations team to ensure completed work translates into accurate revenue 🔑 Access & Key Management Coordinating key collections and returns Recording access instructions clearly Managing notes relating to tenant keys, agent keys, and management keys Highlighting potential access issues before appointments Ensuring field staff have the information needed to complete visits successfully 📧 Communication & Administration Monitoring operational emails and responding professionally Sending appointment confirmations, reminders, and updates Maintaining accurate internal records Updating trackers and operational systems Supporting general administrative tasks linked to daily operations What We’re Looking For Essential ✅ Strong organisational skills with excellent attention to detail ✅ Experience managing schedules, appointments, or workloads ✅ Confident speaking with customers and clients over the phone ✅ Excellent written and spoken English ✅ Ability to prioritise multiple tasks and manage changing demands ✅ Comfortable working with systems and learning new software ✅ Reliable, proactive, and able to work independently ✅ Good problem-solving skills and ability to think logically Desirable (but not essential) 💡 Experience within property, lettings, compliance, or facilities management 💡 Experience coordinating field-based teams 💡 Experience with job management systems or CRMs 💡 Familiarity with scheduling tools such as Acuity, Calendly, or similar 💡 Experience with invoicing or finance administration 💡 Experience supporting process improvements 💡 Previous virtual assistant or operations coordinator experience Working Style Fully remote position Flexible working hours (must align with UK business hours for calls and scheduling) Clear processes and training provided Long-term opportunity within a growing business Opportunity to develop into a senior operations role Why Join Us? Be part of a rapidly growing property services business Play a key role in improving efficiency and supporting growth Work with structured systems and clear processes Have ownership over improving how we operate Join a supportive team where your organisation and problem-solving skills make a direct impact How to Apply Please include: - A short introduction about yourself - Your relevant experience in operations, scheduling, administration, or customer service - Examples of roles where you managed diaries, workloads, or multiple priorities - Your experience with phone-based communication - Your availability (hours per week and timezone) If you are organised, enjoy solving problems, and thrive on keeping operations running smoothly, we would love to hear from you.