Remote Operations and Client Support Aissitant

JOB TITLE: Remote Operations and Client Support Assistant

COMPANY: Turnkey Linen Hire
LOCATION: Remote – Philippines
HOURS: Part-time initially, with the potential to increase
WORKING HOURS: UK daytime hours on an agreed rota. Weekend availability is essential, and the successful applicant must be available to work on both Saturdays and Sundays. Regular days off can be arranged during the week.
SALARY: To be agreed based on experience

ABOUT TURNKEY

Turnkey Linen Hire is a growing UK-based company providing linen hire, cleaning and property changeover services to Airbnb hosts, short-let operators and property managers across Greater Manchester and surrounding areas.

We manage multiple properties and cleaning teams, so we are looking for a dependable and highly organised Remote Operations and Client Support Assistant to help coordinate our day-to-day services.

This is not a passive administration role. Our cleans take place seven days a week and are time-sensitive. The successful applicant must be comfortable following up with cleaners, checking that work has been completed and responding quickly when a problem arises.

THE ROLE

You will support the daily running of our Airbnb cleaning and linen-hire operations. Your main responsibility will be ensuring that scheduled cleans are confirmed, monitored and properly documented.

You will communicate regularly with our cleaners, clients and management team through WhatsApp, email and property-management platforms such as Turno and Guesty.

KEY RESPONSIBILITIES

Daily scheduling and cleaner coordination:

Review the upcoming cleaning schedule.
Send cleaners their rotas and property information.
Confirm that cleaners have received and accepted their assigned jobs.
Remind cleaners about outstanding or upcoming assignments.
Monitor whether cleaners have started and completed jobs on time.
Contact cleaners when they are late or have not provided an update.
Report absences, delays or potential scheduling problems promptly.
Help contact available cleaners when emergency cover is required.
Monitor weekend cleans with the same level of attention as weekday cleans.
Clean completion and quality checks:

Confirm that every scheduled clean has been completed.
Ensure cleaners submit all required before-and-after photographs.
Check that photographs are clear, complete and assigned to the correct property.
Gather photographs received through WhatsApp and upload them to the relevant client platform.
Upload completion notes and images to Turno, Guesty or other client systems.
Check that required cleaning checklists have been completed.
Follow up with cleaners when photographs, checklists or completion information are missing.
Escalate any evidence of damage, missing items, maintenance problems or poor cleaning standards.
Customer and client support:

Monitor and respond to routine client messages and enquiries.
Provide updates regarding the progress or completion of cleans.
Use approved message templates to answer common questions.
Communicate professionally and confidently with clients.
Escalate complaints, refund requests, pricing questions and serious service issues to management.
Keep accurate records of client requests and follow-up actions.
Administration:

Maintain accurate cleaning schedules, property records and contact information.
Update internal trackers and operational spreadsheets.
Record cleaner availability, absences and changes to assigned work.
Ensure property access instructions and cleaning notes remain current.
Organise client photographs, documents and messages correctly.
Prepare a concise end-of-day report covering completed cleans, outstanding actions, problems and decisions required.
FUTURE RESPONSIBILITIES

Once you understand the business and our services, the position may expand to include:

Following up with prospective clients.
Researching Airbnb hosts, property managers and short-let operators.
Sending approved introductory messages and service information.
Maintaining a lead and follow-up tracker.
Promoting our linen hire, cleaning and turnover-pack services.
Booking sales calls and appointments for management.
REQUIRED SKILLS AND EXPERIENCE

The successful applicant must have:

Excellent written and spoken English.
Strong organisational and time-management skills.
Experience as a Virtual Assistant, Operations Assistant, Property Management Assistant or Customer Support Assistant.
Confidence communicating with workers and clients.
The ability to follow up persistently while remaining polite and professional.
Excellent attention to detail, particularly when checking property names, dates, photographs and client instructions.
The ability to prioritise urgent tasks and respond calmly when plans change.
Experience using WhatsApp, email, Google Drive, Google Sheets or Microsoft Excel.
A reliable computer, stable internet connection and suitable home-working environment.
Availability during agreed UK daytime hours.
Reliable availability on both Saturdays and Sundays.
Willingness to have regular days off during the week rather than at weekends.
Willingness to learn Turno, Guesty and our internal systems.
DESIRABLE EXPERIENCE

The following would be advantageous:

Previous experience supporting an Airbnb, short-let, cleaning or property-management business.
Experience using Turno, Guesty, Airbnb, ---------- or similar platforms.
Experience coordinating cleaners, contractors or remote workers.
Customer-service or complaint-handling experience.
Lead generation, outreach or appointment-setting experience.
Familiarity with UK customers and UK business communication.
THE RIGHT PERSON

We are looking for someone who is:

Dependable and punctual.
Proactive rather than waiting to be told about every task.
Comfortable chasing missing information.
Calm and resourceful when problems arise.
Confident enough to ask questions when something is unclear.
Careful with confidential client, guest and property information.
Able to follow established procedures consistently.
Interested in growing with the company and taking on greater responsibility.
PERFORMANCE EXPECTATIONS

Success in this role means:

Cleaners receive and confirm their rotas on time.
Scheduled cleans are actively monitored seven days a week.
Missing updates and photographs are followed up promptly.
Images and completion information are uploaded to the correct platforms.
Routine client enquiries receive timely, professional responses.
Problems are identified and escalated before they become serious.
Management receives an accurate end-of-day operational summary.
HOW TO APPLY

Please include the following in your application:

A short introduction explaining your relevant experience.
Details of any work you have completed for a cleaning, Airbnb, short-let or property-management company.
The software and property-management platforms you have previously used.
Confirmation that you can work UK daytime hours on Saturdays and Sundays.
Your preferred weekday days off.
Your expected hourly or monthly salary.
Your internet speed and details of any backup internet or power arrangements.
A short answer to the scenario below.
APPLICATION SCENARIO

You are monitoring five property cleans on a Sunday. One cleaner has not arrived, another has completed a clean but has not sent photographs, and a client is asking whether their property is ready for a guest arriving shortly.

Please explain:

Which issue you would handle first and why.
What action you would take for each issue.
What messages you would send to the cleaners and the client.
Please begin your application with the words “TURNKEY OPERATIONS” so we know you have read the complete job description.

Weekend work is an essential part of this position. Please do not apply if you are unable to work reliably during UK daytime hours on Saturdays and Sundays, or if you are uncomfortable making follow-up calls and sending reminders to cleaners.