Customer Service Agent / Property Management Assistant (Remote – Contractor)

Smarter Rent – Richmond, London
Remote
Contractor / Freelance Role
£1,300 per month (approx.)
37 hours per week | 6 days per week

Job Summary

Smarter Rent is a London-based property management company located in Richmond. We manage approximately 120 fully furnished properties across Richmond and surrounding areas, offering flexible stays ranging from short-term bookings (2 nights via Airbnb/Booking.com) to long-term tenancies of up to 12 months.

We are currently seeking a highly organised and customer-focused Customer Service Agent / Property Management Assistant to join our team remotely. This is a contractor role and not an employed position.

The successful candidate will be responsible for daily guest communication, handling operational tasks such as maintenance coordination and cleaning schedules, and ensuring an excellent standard of service is delivered at all times.

Full training will be provided by our London team.

Key Responsibilities

• Communicate with guests via phone calls, email, and online booking portals (Airbnb, Booking.com, etc.)

• Respond to enquiries quickly and professionally to maintain high levels of guest satisfaction

• Handle guest complaints and provide fair, practical solutions in line with company standards

• Manage the daily cleaners’ rota to ensure smooth property turnovers

• Troubleshoot and coordinate maintenance issues, instructing contractors where required

• Log maintenance issues on the CRM system and maintain accurate records

• Keep maintenance requests up to date and follow up where responses are delayed or missing

• Liaise with the Property Manager and contractors regarding ongoing issues and required works

• Arrange property access with guests for maintenance visits when needed

• Check for booking extensions and coordinate with the lettings team where required

• Ensure all guest details and operational updates are recorded accurately within the CRM system

Required Skills & Experience

• Previous experience in customer service (hospitality or property management experience preferred)

• Strong organisational skills with excellent attention to detail

• Confident communication skills (written and spoken English)

• Ability to remain professional and calm under pressure

• Strong problem-solving skills and the ability to handle complaints effectively

• Ability to set boundaries and push back appropriately on unreasonable guest requests

• Self-motivated, proactive, and willing to go the extra mile to support the team and guests

Job Type

• Freelance / Contractor

• Remote working

Schedule

• 37 hours per week

• 6 days per week (rota-based)

Salary

• Approximately £1,300 per month

How to Apply

Please submit your CV along with a short introduction outlining your relevant experience and availability.