Customer & Business Coordinator at Hideaway Garden Rooms

Location: West Byfleet, Surrey 

Employment type: Full-time, permanent 

Purpose of Role.

This role is responsible for managing the customer journey from point of sale through to project completion and beyond. The focus is on maintaining engagement, delivering an outstanding customer experience, reducing cancellations and supporting operational efficiency across the business. 

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As a growing company, this role will also involve supporting a range of broader business functions. We are looking for someone who is proactive, highly organised, commercially aware and comfortable taking ownership across multiple areas. 

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Core Responsibilities.

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Customer Experience (Post-Sale) 

• Own the customer relationship from the point of deposit through to project completion and aftercare 

• Send welcome communications and onboarding materials to new customers 

• Provide proactive timeline updates and key milestone communication throughout the build process 

• Confirm build start dates and site arrival times with customers the week prior to works commencing 

• Answer customer queries promptly and manage expectations with clarity and professionalism 

• Ensure a consistently high-quality, premium customer experience that reflects the Hideaway brand 

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Engagement & Retention 

• Implement and manage the pre-build engagement process to keep customers informed and confident 

• Reduce cancellations through proactive, thoughtful communication during the waiting period 

• Identify at-risk customers early and escalate to the relevant director where needed 

• Following project completion, proactively request customer reviews and testimonials across relevant platforms 

• Drive customer referrals using established templates and processes, ensuring every completed project generates referral opportunities 

• Promote and sell maintenance packages to completed customers as part of the aftercare process 

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Communications Management 

• Review all incoming customer WhatsApp messages daily and compile an action list of messages requiring a response, identifying who within the team needs to respond to each 

• Ensure no customer or enquiry communication is missed or delayed across any channel 

• Maintain clear, professional communication standards across all customer-facing channels 

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Operations Support 

• Coordinate with the build team on scheduling, sequencing and project updates 

• Ensure customers are kept informed of site visit dates, build timelines and any changes 

• Manage change orders from customers, including pricing, communicating amendments to the build team, finance and procurement, and ensuring all changes are documented and confirmed with the customer before work proceeds 

• Track project progress against programme and flag delays or issues promptly 

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Finance & Commercial Support 

• Chase outstanding customer payments in line with agreed payment schedules 

• Maintain clear, professional communication with customers around invoicing and payment milestones 

• Support reconciliation of customer accounts where needed 

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Marketing & Brand Support 

• Post updates in local community social media groups to raise brand awareness 

• Manage Google Business Profile updates, including publishing posts one to two times per week and uploading project photos regularly 

• Monitor and respond to online reviews, engaging with customer feedback professionally and promptly 

• Support content gathering across live projects, including photography, video and customer testimonials 

• Assist with email marketing campaigns and customer communications 

• Liaise with external marketing partners on content, campaigns and brand activity as required 

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Systems & Administration 

• Maintain accurate and up-to-date CRM and customer records 

• Track key customer journey metrics and report on performance regularly 

• Support the continuous improvement of internal processes and customer-facing workflows 

About You.

The ideal candidate will be: 

• Highly organised with excellent attention to detail 

• A confident, professional communicator across phone, email and messaging platforms 

• Proactive and self-motivated, comfortable working independently and taking ownership 

• Commercially aware with a natural ability to build rapport and trust with customers 

• Experienced in a customer-facing coordination or account management role 

• Comfortable working in a fast-paced, growing business where priorities can shift 

• Familiar with CRM systems, Microsoft365 and social media platforms 

• Genuinely interested in delivering an outstanding customer experience 

• Energised by working within a small, ambitious team and excited by the pace and opportunity of a fast-growing business 

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Please visit our careers page to see all of our current job vacancies.