Reporting to: Head of Leasing
Introduction
ila (I live around) is a successful and dynamic Build to Rent property management company. We celebrate all that is great about city centre living and offer a service-led approach to creating communities our residents are proud to call home.
ila has been built on four brand pillars which form the cornerstone of what we do, how we do it and why. Each element is driven by a desire to place residents and the local community at the heart of everything we do.
ila is a UK-focused fully integrated real estate investor, developer and operator with a Build to Rent residential portfolio of over 4,000 homes. The full-service platform acquires, develops, manages and operates high-quality rental homes across the UK.
The company’s ambition is to become the UK’s leading specialist manager of Build to Rent residential communities.
Why Join Us?
- Opportunity to be part of a growing market-leading BTR portfolio
- Dynamic and fast-paced sector with strong future growth
- Collaborative, people-focused culture
- Competitive salary, bonus scheme and benefits package
About the Role
The Leasing Executive plays a key role in converting inbound leasing enquiries into successful lettings across ila’s Build to Rent portfolio.
Based in London as part of the central leasing function, this role is responsible for managing inbound enquiries across multiple channels, engaging prospective residents, qualifying leads, booking viewings with on-site teams, and driving strong conversion through proactive post-viewing follow-up.
The Leasing Executive acts as a critical link between prospective residents and on-site operational teams, ensuring every enquiry receives a prompt, professional and customer-focused response aligned with ila’s brand standards.
The successful candidate will be target-driven, highly organised and passionate about delivering an exceptional customer journey.
Key Responsibilities
Lead Management & Enquiry Handling
- Manage inbound enquiries received via phone, email, website portals and third-party listing platforms.
- Respond to all enquiries within agreed service level targets, ensuring a high standard of customer service at every interaction.
- Qualify prospective residents by understanding requirements, budget, move timelines and property preferences.
- Maintain consistent and professional communication that reflects ila’s brand and service standards.
Viewing Coordination & Pipeline Management
- Coordinate and schedule property viewings directly into on-site leasing team calendars, optimising diary efficiency and viewing availability.
- Ensure prospective residents receive clear confirmation and relevant pre-viewing information.
- Manage the leasing pipeline effectively to ensure no enquiry or opportunity is lost.
- Maintain accurate CRM records, notes and lead statuses to support reporting and conversion tracking.
Sales Conversion & Follow-Up
- Conduct proactive post-viewing follow-up via phone, Whatsapp and email to gather feedback, overcome objections and progress prospects through the leasing journey.
- Build rapport and maintain regular contact with warm leads to maximise conversion opportunities.
- Support prospects through to application stages, helping resolve queries and removing barriers to commitment.
- Identify and escalate high-risk or stalled deals where intervention may improve conversion.
Performance & Reporting
- Deliver individual leasing KPIs including enquiry response time, viewing-to-application conversion and let conversion rates.
- Support the Head of Leasing in identifying trends in customer behaviour, objections and competitor activity.
- Provide feedback on recurring resident concerns, pricing sensitivities and market sentiment.
- Contribute to performance reporting by maintaining accurate system data and pipeline visibility.
Customer Experience & Brand Standards
- Deliver a seamless, customer-first experience from initial enquiry through to application.
- Ensure all communications are professional, friendly, informative and solution-focused.
- Represent ila as a premium Build to Rent operator, reinforcing brand values in every interaction.
- Support continuous improvement of leasing scripts, customer touchpoints and communication standards.
Compliance & Systems
- Ensure leasing activities comply with relevant housing legislation, consumer protection requirements and GDPR obligations.
- Use Yardi and other leasing systems effectively to maintain data integrity and reporting accuracy.
- Follow internal policies and procedures relating to documentation, applications and resident information handling.
Character & Ability
- Strong communication and relationship-building skills
- Confident and persuasive on the phone and via email
- Sales-focused and target-driven
- Highly organised with excellent attention to detail
- Resilient and motivated in a fast-paced environment
- Customer-first mindset
- Strong problem-solving ability
- Adaptable and collaborative team player
Experience & Skills
- Previous experience in leasing, lettings, sales, telesales, call centre, customer success or similar customer-facing commercial roles
- Experience managing pipelines or sales funnels preferred
- Experience within Build to Rent, residential property or hospitality desirable but not essential
- Strong IT literacy including CRM systems and Microsoft Office
- Experience using Yardi or similar property systems advantageous
This job description has been designed to indicate the general nature and level of work performed by employees in this post. It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required. ila reserves the right to review and amend this job description to reflect the changing needs of the business.
Please note that the salary will be between £33,000 - £36,000, depending on experience.
Job Types: Full-time, Permanent
Pay: £33,000.00-£36,000.00 per year
Benefits:
- Company pension
- Life insurance
- Private medical insurance
Experience:
- leasing / letting / sales / customer-facing: 1 year (required)
- Build-to-Rent / residential property / hospitality: 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
