Job Title: Lettings Team Leader
PQE: 2+ years’ experience in an administrative team leader role
Salary: £28,500.00
Location: Burnley, Lancashire (BB12 7TY), In Person
Hours: 8:30am to 5.00pm
Company Overview
We are part of a Group of Companies specialising in all aspects of property purchase and management. With offices in Burnley and Middlesbrough, we manage a portfolio of over 2,000 properties across both regions. We provide a fully client-based serviced approach to property investment, handling everything in-house, from acquisition and renovation to lettings, management, and sales to investors.
Our success has gained national recognition, including being featured on the popular BBC show Homes Under the Hammer, with a record 3 episodes aired in just 12 months, and a further 4 episodes released thereafter.
Our Core Values
- Teamwork & Collaboration: We foster a cooperative environment that enhances creativity, productivity, and problem-solving
- Ownership & Accountability: We take pride in our work and understand the impact of our actions on the company’s success
- Customer Focused: Our priority is to exceed client expectations by building strong, lasting relationships
- Integrity, Honesty & Trust: We maintain a culture of credibility and ethical conduct
- Hard Work: Our commitment to excellence drives us to overcome challenges and achieve our goals
Role Overview
We are seeking an experienced and motivated Team Leader to lead our busy Lettings Department, managing a substantial residential property portfolio across the North West and North East.
This is a fast-paced and rewarding leadership role, responsible for driving team performance, delivering exceptional customer service, maintaining legal and regulatory compliance, and ensuring operational excellence across the department.
As Team Leader, you will coach, develop and support your team to achieve departmental objectives, while overseeing the full lettings process from enquiry through to post-tenancy administration. You will also play a key role in managing performance, resolving escalated issues, ensuring compliance with industry legislation, and consistently delivering departmental KPIs and service level agreements.
Main Responsibilities
- Lead, motivate and develop the Lettings team to achieve departmental KPIs, service standards and monthly performance targets
- Conduct regular one-to-one meetings, coaching sessions, training and performance reviews to support individual and team development
- Shadow team members, providing ongoing coaching and guidance to ensure consistently high levels of customer service
- Travel regularly to our North East office to support local teams, monitor performance and maintain consistency across all locations
- Manage employee performance, attendance, annual leave, recruitment and other people management responsibilities in line with company policies
- Oversee the end-to-end lettings process, including property marketing, enquiries, viewings, referencing, inventories, move-ins, pre-checkouts, checkouts and post-tenancy administration
- Monitor lead management to maximise enquiry conversion and minimise property void periods
- Ensure full compliance with all relevant legislation and industry regulations, including Selective Licensing, Tenancy Deposit Scheme (TDS) requirements and all statutory obligations
- Carry out regular compliance audits and quality assurance checks across lettings processes and internal systems
- Investigate and resolve escalated customer complaints, as well as complex landlord and tenant queries, in a professional and timely manner
- Monitor departmental performance, service levels and turnaround times, identifying opportunities for continuous improvement
- Produce management reports, analyse operational data and present key performance metrics at management meetings
- Support business initiatives, operational projects and process improvement activities to enhance departmental efficiency and customer experience
Key Skills Required
- Proven experience in a Team Leader or Team Manager role within a residential lettings or property management environment
- Strong leadership, coaching and performance management skills, with the ability to motivate, develop and manage high-performing teams
- Comprehensive knowledge of the residential property market across the North West and North East, including experience working with tenants in receipt of Housing Benefit and Universal Credit
- Excellent understanding of the end-to-end residential lettings process and current lettings legislation, including Selective Licensing, Tenancy Deposit Scheme (TDS) requirements and statutory compliance
- Excellent communication, interpersonal and customer service skills, with the ability to build effective relationships and professionally resolve complex landlord and tenant issues
- Strong organisational, planning and time management skills, with the ability to prioritise workloads and perform effectively in a fast-paced environment
- Analytical and commercially aware, with the ability to monitor KPIs, interpret performance data, maximise enquiry conversion and identify opportunities for continuous improvement
- Experience carrying out compliance audits, quality assurance checks and implementing process improvements to maintain high operational standards
- Excellent IT skills, with proficiency in Microsoft Office and experience using property management and CRM systems
- Full UK driving licence, with the flexibility to travel regularly between office locations to support teams and ensure consistent service delivery
Our Group/Partner Companies comprises these main Companies:
Rent UK Property Ltd - http://www.rentukproperty.com/
Find UK Property Ltd - https://findukproperty.com/
Openshore Property Ltd - http://www.openshoreproperty.com/
Sell UK Property Ltd - https://www.sellukproperty.com/
Benefits
In return, the candidate will benefit from
- Free pay day lunch once a month
- Free continental breakfast every day
- Company events
- Medical Care
- Support, training and professional development
- Regular 1-1 reviews with manager to discuss career progression
- Mileage fully covered if travelling at work
- Free Parking on site
- 32 Days Holiday (Including Bank Holidays)
- On Site Canteen
- Working in a long, established, and reputable business
- Workplace Pension
- An additional day’s holiday for their Birthday
- Long Service Awards
Pay: £28,500.00 per year
Benefits:
- Canteen
- Company events
- Company pension
- Discounted or free food
- Free parking
- On-site parking
- Sick pay
Work Location: In person
