Priority Fulfilment Specialist

We are seeking a highly organised and proactive Priority Fulfilment Specialist to join our Operations team. This role has a specific focus on securing fulfilment of all urgent appointments, alongside full responsibility for managing all appointments for our strategic client. This is a fast-paced reactive position requiring exceptional coordination skills, strong communication ability and a solutions-focused mindset. You will play a critical role in ensuring time-sensitive appointments are successfully fulfilled, maintaining service excellence for one of our key strategic partners and protecting client relationships at all times. You can find full and up-to-date information about our services on our website. In short, we are a PropTech company that enables property professionals — including estate agents, online agents, property managers, social housing providers and landlords — to outsource property viewings, inspections and more. Because this is a fully remote role, a minimum of two years’ experience working from home is essential, along with a professional and distraction-free home office set-up. This must be a dedicated room or space that can be closed off from other household members and interruptions. Working from kitchen counters, dining tables or dressing tables will not be suitable. To be successful in this role, you will: Demonstrate excellent administrative skills, with strong attention to detail and accurate data entry capability. Be confident and resilient on the telephone, with the ability to build rapport quickly and communicate clearly and professionally. Be highly organised, with the ability to multi-task and prioritise effectively in a fast-paced environment where urgent appointments require immediate attention. Take ownership of outcomes,remaining calm under pressure and focused on achieving results. Be comfortable making a high volume of outbound calls where required. Be technically confident, as we operate using in-house systems and technology platforms. Maintain a positive, can-do attitude and actively look for ways to improve service delivery. Priority Appointment Fulfilment: Proactively managing and securing fulfilment for all red and purple (urgent) appointments, ensuring rapid action is taken to minimise risk of cancellation or delay. This includes outbound calling, emailing and liaising with members and clients to secure attendance or suitable alternatives. Strategic Client Management: Taking ownership of all appointments for our strategic client, ensuring they are fulfilled in line with agreed service standards. This includes close coordination, clear communication and prioritisation to protect this key client relationship. Outbound Calling: Making outbound calls to secure members to attend appointments or to arrange alternative dates or times where necessary. This is not cold-calling or sales-related; however, when assigned to this workstream, you may be expected to make a minimum of 120 calls per day. Inbound Calls, Live Chat and Emails: Responding promptly and professionally to incoming calls, live chats and emails. Liaising with clients and members to confirm appointments based on predefined skill sets and resolving queries efficiently. Weekend & Bank Holiday Working During weekends and Bank Holidays, separate Priority and Fulfilment team structures will not operate. All team members will be expected to work collaboratively across the full range of appointment types, including urgent and non-urgent bookings, to ensure service continuity and delivery of agreed SLAs. You must therefore be comfortable and competent in managing all appointment categories when required, adapting to business needs and supporting colleagues to maintain overall operational performance. End-of-Shift Handover Completing clear and comprehensive handover notes at the end of each shift to ensure continuity of service and smooth transition between Priority Team Colleagues. Professional Standards Maintain a strong working knowledge of the Viewber Support Hub, Membership Agreement and Client Terms of Service to ensure accurate and compliant responses. Ensure all work complies with relevant legislation and internal policies, including GDPR, the Equality Act 2010 and guidance relating to self-employment status. Raise technical issues promptly through the correct internal channels and proactively suggest improvements to systems, processes or service delivery where appropriate. Team Contribution Support ad-hoc tasks as requested by the Service Delivery Manager, Deputy Head or Head of Department or member of the People Team. Attend relevant virtual or in-person meetings and events as required. Consistently uphold and reflect the company values in all aspects of your work and communication. Performance & Accountability Meet and consistently aim to exceed personal performance statistics and targets, which are designed specifically for your role and aligned to operational KPIs and service standards. Take ownership of your results, proactively identifying areas for improvement and maintaining high levels of productivity, accuracy and quality at all times. Please note that responsibilities may evolve in line with business requirements. Start date on 24th August 2026. Benefits should be discussed with our agency partner Workshop Recruitment. This is a temp to perm position via our agency partner. Working Days are: Tuesday to Friday 10am - 7pm and 9am - 6pm on Saturdays. First week of virtual online training will be Monday to Friday 9am - 5pm. The salary is £28,500 per annum. Benefits to be discussed with Workshop Recruitment.