Overall Purpose
Working within a team of Customer Administrators, the role manages the resident journey from reservation to move-in, ensuring accuracy, efficiency and compliance with company policy and relevant legislation.
The Customer Administrator works closely with residents, Customer Advisors and Neighbourhood teams, often acting as one of the first points of contact for residents. Operating in a fast-paced, high-volume environment, the role requires accuracy, clear communication and ownership of workload, while contributing to ongoing improvements within the Customer Hub.
Main Duties & Responsibilities
Resident Journey
Manage the end-to-end administration of the resident journey, ensuring every stage is delivered accurately, efficiently and within agreed service standards by:
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Handling incoming customer enquiries across all Get Living portfolios and Neighbourhoods, taking ownership through to resolution and providing a friendly, professional, high-quality service.
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Managing new tenancy administration from reservation to move-in, including qualifying applications, ID and Right to Rent checks, referencing, fraud checks, and preparing tenancy agreements and prescribed information.
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Managing ongoing contracting activity in compliance with legislation, data protection and Get Living policies, including:
- renewals, transfers, extensions and surrenders
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parking, storage and temporary licence agreements
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pet applications, utility agreements and payment plans
Customer Experience
Deliver an excellent customer experience by:
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Responding to resident enquiries professionally and promptly.
- Building positive relationships with residents and colleagues.
- Communicating clearly and proactively throughout the resident journey.
- Managing expectations appropriately whilst adhering to company policies.
- Working collaboratively across departments to resolve issues efficiently.
Operational Excellence
Contribute to the efficient operation of the Customer Hub by:
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Managing a high-volume workload whilst maintaining exceptional attention to detail and prioritising competing workloads effectively.
- Using technology and systems confidently and accurately.
- Taking ownership of individual workload and responsibilities.
- Identifying opportunities to improve processes and ways of working.
- Positively contributing to the ongoing development of the Customer Hub.
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Maintaining high levels of quality and satisfaction measured through feedback, ticket management and other measures, including HomeViews and Google reviews.
Resident Accounts & Administration
Maintain accurate resident accounts and tenancy records across all business systems, ensuring documentation is complete, accurate, compliant and audit ready. Responsibilities include:
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Processing payments, raise charges, account amendments and rent splits.
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Administering AutoPay and Direct Debit instructions.
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Issuing resident statements.
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Registering, releasing and re/deregistering tenancy deposits.
Compliance & Debt Management
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Maintain up-to-date knowledge of relevant legislation and company policy, including Right to Rent, GDPR and residential tenancy legislation.
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Chase rent arrears and other debt in line with agreed processes, liaising with Neighbourhood Hubs and Finance.
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Support statutory notices and legal proceedings (e.g. section notices, evictions, bailiff appointments), liaising with solicitors where required, supported by the Senior Customer Administrator.
Qualifications & Experience
Essential
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Previous experience in Build to Rent, residential lettings or residential property administration.
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Strong track record of delivering high-quality customer service in a fast-paced environment.
- Experience managing the end-to-end tenancy administration process, including residential contracts.
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Experience using a tenancy referencing platforms, such as HomeLet.
- Good understanding of Right to Rent requirements.
- Good working knowledge of Microsoft Office.
Desirable
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Experience using Yardi.
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Experience using HubSpot or similar CRM systems.
- Knowledge of tenancy deposit administration.
- Experience supporting arrears or debt management processes.
- Knowledge of current residential lettings legislation.
Key Skills & Competencies
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Strong customer service skills.
- Effective verbal and written communication.
- Well organised and efficient.
- Excellent attention to detail.
- Collaborative team player.
- Operates with integrity.
Get Living Values
All colleagues are expected to demonstrate our Company values through their behaviours and interactions with residents, colleagues and partners:
Act with honesty and accountability
Value one another, our customers and environment, building trust and stronger relationships
Achieve success as a collective team
Be inspired to deliver outstanding results and be accountable for achieving success
Continually improve to achieve positive impact and outcomes
Note - this is a summary of the main duties of this position. The Company reserves the right to require the role-holder to undertake such additional tasks or duties as may be within their capabilities and abide by all reasonable rules and instructions given by the Company.
Get Living Commitment
Diversity & Inclusion
We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Health and Safety
Get Living is responsible for providing a safe and healthy environment for all employees, residents, commercial occupiers, service providers, and visitors who may be affected by its undertakings across its portfolio.
We are committed to continual improvement of performance, recognising the importance of investing in the health and welfare of our Employees by providing a physical and social working environment which is conducive to maintaining a healthy, fit and highly motivated workforce.
We encourage a positive health and safety culture by actively promoting occupational health and safety through the provision of information, training, instruction and supervision. Through ongoing consultation with employees, partners and suppliers everyone is enthusiastically involved in managing risk and ensuring that our sites are a safe place to live, work and visit.
ESG
Get Living is committed to leading and promoting ESG initiatives as well as identifying ways to improve sustainability goals.
