Location: Chevron - Lekki,Lagos
Employment Type: Full-time
Department: Operations / Customer Experience / Administration
Reports To: Operations Manager / Management
Role Summary
- The Operations Officer is responsible for ensuring the smooth, efficient, and effective day-to-day operations of the business while delivering excellent customer service and stakeholder engagement.
- The role combines office administration, customer relationship management, vendor coordination, fleet and logistics oversight, lead generation, communication management, documentation, and customer experience support.
- The Operations Officer will work closely with management and relevant departments to ensure operational efficiency, timely service delivery, proper record-keeping, and client satisfaction across all business touchpoints.
- The ideal candidate is highly organized, proactive, customer-focused, tech-savvy, detail-oriented, and capable of managing multiple responsibilities in a fast-paced real estate environment.
Key Responsibilities
Administrative & Office Management
- Oversee the day-to-day administrative operations of the office and maintain an organized, efficient, and professional work environment.
- Manage office supplies, correspondence, filing systems, petty cash, and general administrative requirements.
- Coordinate maintenance and repairs of office equipment and facilities.
- Provide administrative support to management, including scheduling meetings, calendar management, preparing reports, and coordinating appointments.
- Maintain accurate documentation and records relating to clients, properties, leases, contracts, transactions, and other business activities.
- Ensure all records and documents are properly filed, securely maintained, and easily accessible for operational and audit purposes.
- Prepare and distribute regular operational and activity reports.
- Provide daily updates on completed tasks, pending assignments, and operational issues.
- Proactively identify and resolve administrative issues or escalate them to management where necessary.
Business Support & Stakeholder Management:
- Provide administrative and operational support to internal and external stakeholders.
- Respond to inquiries from clients, tenants, vendors, service providers, and business partners professionally and promptly.
- Handle tenant and client complaints received through calls, emails, social media, and other communication channels.
- Escalate complaints and operational issues to the appropriate departments or subsidiaries, including for prompt action and resolution.
- Monitor and track pending requests, complaints, and resolutions to ensure timely service delivery.
- Send reminder emails, notices, and follow-up communications to tenants and clients regarding payments, meetings, inspections, renewals, and other business-related matters.
- Maintain accurate records of inquiries, complaints, correspondence, and stakeholder interactions.
- Support effective coordination between departments to ensure smooth business operations and excellent customer experience.
Fleet & Logistics Coordination:
- Coordinate and monitor company drivers to ensure punctuality, professionalism, and compliance with company policies.
- Monitor drivers' schedules, movement logs, assigned routes, and trip reports.
- Coordinate vehicle maintenance schedules and ensure timely reporting of vehicle-related issues.
- Track fuel usage, vehicle servicing, repairs, insurance, licensing, and other vehicle documentation.
- Address transportation and logistics-related issues promptly.
- Ensure drivers maintain proper conduct, safety standards, and professionalism when representing the company.
Customer Experience & Client Relations:
- Serve as a key point of contact for client inquiries, complaints, feedback, and general communication.
- Ensure prompt, professional, and satisfactory resolution of customer issues.
- Build and maintain positive relationships with clients and tenants to improve customer satisfaction and retention.
- Manage customer requests for properties for sale or rent, prioritizing available internal property listings before engaging external agents or affiliate marketers.
- Ensure consistent customer service delivery across phone calls, emails, social media, and walk-in interactions.
- Gather and document customer feedback and provide actionable recommendations to management for service improvement.
- Monitor customer satisfaction and identify opportunities to improve the overall client experience.
Communication & Coordination:
- Handle incoming calls, emails, inquiries, and correspondence professionally.
- Coordinate meetings, appointments, travel arrangements, and internal communications as required.
- Schedule weekly departmental meetings and ensure relevant participants receive timely reminders.
- Plan and coordinate schedules and appointments for the Operations Manager.
- Liaise effectively with clients, vendors, service providers, and external stakeholders.
- Work collaboratively with Sales, Marketing, Operations, and other departments to support business objectives.
Social Media & Marketing Support:
- Assist in managing the company's social media platforms and customer engagement activities.
- Create, coordinate, and schedule content to promote property listings, brand visibility, and customer engagement.
- Assist in preparing brochures, flyers, newsletters, announcements, and other promotional materials.
- Support email marketing campaigns and customer communication initiatives.
- Monitor social media and campaign performance and provide relevant insights to management.
- Respond to customer inquiries and engagement received through digital channels or escalate them to the appropriate team.
Lead Generation & CRM Management:
- Conduct cold calls and follow-ups with prospective clients to generate leads and business opportunities.
- Maintain accurate and up-to-date customer and prospect information in CRM systems and internal databases.
- Track lead generation, customer engagement, satisfaction, and retention metrics.
- Follow up with prospects and nurture leads in collaboration with the Sales team.
- Provide regular reports on lead generation activities and conversion pipeline.
- Ensure all customer interactions and follow-ups are accurately recorded in the CRM.
Vendor Management & Procurement Support:
- Maintain updated vendor databases for YBA Solicitors, Heritage Dwellings, Heritage Realtors, and other approved service providers.
- Register approved vendors and maintain complete and accurate vendor documentation.
- Source quotations and support procurement activities in line with company procedures.
- Monitor vendor performance, pricing, service delivery, and compliance.
- Coordinate vendor payment documentation and maintain accurate transaction records.
- Maintain professional relationships with vendors to ensure timely and quality service delivery.
- Escalate vendor performance issues to management when necessary.
Budgeting & Cost Control;
- Assist management in preparing departmental and operational budgets.
- Track operational expenses against approved budgets.
- Prepare monthly expense summaries and budget utilization reports.
- Identify opportunities for cost savings and improved operational efficiency.
- Monitor spending to ensure compliance with company approval processes.
- Report unusual or unauthorized expenses to management promptly.
Filing, Documentation & Audit Support:
- Ensure proper filing and documentation of company records across relevant departments.
- Maintain both physical and electronic filing systems.
- Conduct monthly reviews and audits of operational records to ensure completeness and accuracy.
- Identify missing, outdated, or improperly filed documents and coordinate corrective action.
- Maintain confidentiality and security of sensitive company, client, employee, and business documents.
- Ensure records are properly organized and readily available when required for management review, audits, or business operations.
HR & Staff Documentation Support:
- Support the HR function with the proper documentation and maintenance of employee records.
- Assist with filing staff-related documents, including employment documentation, attendance records, leave records, and other relevant HR documents.
- Support the coordination of staff administrative requirements as assigned.
- Maintain confidentiality when handling employee and company information.
Qualifications and Experience
- Bachelor's Degree in Business Administration, Business Management, Mass Communication, Marketing, Customer Service, Accounting, Operations Management, or a related field.
- 2–4 years of proven experience in administration, operations, customer service, or a related role.
- Experience in the real estate or property management industry is an added advantage.
- Strong understanding of administrative and operational processes.
- Excellent customer service and stakeholder management skills.
- Proficiency in Microsoft Office Suite and digital communication platforms.
- Experience using CRM systems is an advantage.
- Experience in vendor coordination, procurement, budgeting, or fleet management is an advantage.
- Ability to work independently while effectively collaborating with different teams.
- Strong attention to detail and ability to manage confidential information.
Key Competencies:
- Strong organizational and administrative skills
- Excellent verbal and written communication skills
- Strong customer service and relationship management skills
- Attention to detail and accuracy
- Problem-solving and critical-thinking abilities
- Ability to multitask and work under pressure
- Proactive and self-motivated approach to work
- Strong coordination and stakeholder management skills
- Team collaboration and interpersonal skills
- High level of professionalism, integrity, and confidentiality
- Strong knowledge of Microsoft Office and digital communication tools
- Basic knowledge of social media management and content coordination
- Familiarity with CRM systems and customer engagement tools
- Vendor coordination and procurement skills
- Basic understanding of budgeting and expense management.
Salary
N200,000 - N250,000 monthly.
Application Closing Date
22nd August, 2026.
Interested and qualified candidates should send their updated Curriculum Vitae to: hr@heritagedwellings.ng using the job title as the subject of the mail.
Note: Proximity to Chevron - Lekki is Mandatory.