Purpose of the Role
To deliver an exceptional customer experience by managing landlord and tenant relationships throughout the tenancy, ensuring excellent communication, smooth tenancy progression and high levels of client satisfaction.
Key Responsibilities
Landlord Relationships
- Act as the main point of contact for landlords.
- Build long-term client relationships.
- Provide advice on tenancy matters and legislation.
- Conduct regular portfolio reviews with landlords.
- Support landlord retention.
Tenant Relationships
- Manage tenant enquiries throughout the tenancy.
- Resolve tenancy issues promptly and professionally.
- Handle complaints with empathy and efficiency.
- Promote positive landlord-tenant relationships.
Tenancy Management
- Arrange tenancy renewals.
- Conduct rent reviews.
- Serve and process notices where required.
- Coordinate check-outs.
- Negotiate deposit deductions.
- Liaise with referencing providers and legal partners where necessary.
Arrears
- Monitor rent payments.
- Contact tenants regarding arrears.
- Agree payment plans where appropriate.
- Escalate cases in accordance with company procedures.
Customer Experience
- Deliver excellent communication.
- Resolve issues before they become complaints.
- Ensure landlords and tenants receive timely updates.
- Support positive online reviews and referrals.
Administration
- Maintain accurate tenancy records.
- Ensure all tenancy documentation is complete.
- Record communications and actions promptly.
Key Skills
- Outstanding customer service.
- Excellent communication and relationship building.
- Strong problem-solving skills.
- Organised and proactive.
- Professional and empathetic.
- Good knowledge of lettings legislation
Skills & Experience
Essential
- Exceptional customer service and relationship-building skills.
- Excellent verbal and written communication.
- Highly organised with the ability to prioritise a varied workload.
- Strong problem-solving and conflict resolution skills.
- Confident using IT systems and Microsoft Office.
- Able to work independently while contributing positively to a team.
- Professional, empathetic and resilient when dealing with challenging situations.
- Full UK driving licence and access to a vehicle (if inspections are required).
Desirable
- Previous experience in property management or residential lettings is preferred but not essential.
- We welcome applications from candidates with transferable experience in customer service, account management, housing, hospitality, estate agency, facilities management or other client-focused roles.
- An understanding of current lettings legislation, or a willingness to learn.
- Industry relevant qualification, or a willingness to work towards a recognised industry qualification
Pay: £16,523.00 per year
Work Location: In person
