Company description
Northwood are an Estate and Letting Agents who's primary focus is providing excellent services to Landlords and Vendors. Northwood is renowned for it's unique Guaranteed Rent service and has over 90 franchised offices across the UK, An experienced husband and wife team run Northwood (Cornwall) and the office is based in Truro which is staffed by a small friendly team of property experts.
We like to work in a pleasant environment and offer hands on training and additional support through the Northwood network training programme. If you think you could help us on our journey to becoming the best agents in Cornwall then we would love to hear from you.
Job description
Principal Objectives
To always ensure the provision of service excellence to both external and internal Customers.
To achieve targeted levels of residential sales and lettings whilst providing a level of customer service in accordance with the company service standards and legislative requirements.
To manage the company’s administration processes on all property management services following the initial take-on of Landlord properties.
To ensure full compliance with all administrative procedures as directed by the Office Manager.
Key Personal Activities and Responsibilities
Ensure that operational customer service and quality standards of the branch are met in line with company policy and procedures.
Ensure always that the company is positively and properly promoted and that the image of the company is sustained.
Ensure maintenance orders are processed and progressed to a satisfactory conclusion liaising with Landlord, contractors, and tenants throughout the process.
Recording all invoices details on property management system to enable payment.
Office Administration
Ensure window display is up to date and new property flyers and brochures are created.
File documents, scan invoices and ensure office stationery supplies are sufficient.
Ensure all external/internal communications are dealt with promptly and are clearly documented in accordance with company procedures. Liaising with Property Owners, Contractors, and Tenants.
Deal with daily post and ensure that the office is kept in a tidy manner and personal data is not left exposed and we meet our data protection obligations.
Maintenance
Be the main point of contact for maintenance related issues, liaising with other team members on effective solutions to issues that arise.
Liaise with tenants, property owners, contractors on maintenance issues that arise and raise work orders as necessary. All work orders need to be recorded on Property management system (currently SME) providing appropriate instructions to contractors to enable them to understand the issue and diagnose the problem and remedy on first visit.
Immediately record details of all maintenance issues reported and manage the process to a speedy and successful conclusion.
Ensure effective and timely communication with both Landlords & Tenants and give estimate of costs so that, where possible, prior cost agreement can be obtained.
Liaise with Sales and Marketing Manager on any maintenance issue which could threaten Customer Service. any issues which breach Tenant contract conditions.
Update the in- house IT system with notes on jobs and progress.
Process invoices in preparation for account payment ensuring descriptions are accurate and reflect works undertaken so the Landlord knows what the invoice is for.
Enquiries /Viewings / Referencing
Maintain up to date knowledge of all properties being marketed.
Pre-qualify applicants prior to booking viewing ensuring they meet the affordability criteria. Diarise viewings and confirm bookings on day of viewing.
Undertaking viewings of Sales and Rental properties with potential Applicants/Purchasers ensuring that they are informed of all relevant information about the property, the process of application and other team members are advised of the outcome of the viewings.
Upload potential tenants to on -line referencing portals, process applications and liaise with property owners on progress.
Update records onto Internal Software system once accepted and store required documentation. Promote complimentary services to Tenants such as Tenant Contents Insurances.
Schedule inventories with other team members and tenancy check-ins.
Undertake an inventory of the property prior to tenant occupation using the software package provided by the business.
Undertake periodic inspections of the property during the tenancy recording its condition and any relevant defects.
Undertake property check-outs recording the condition of the property meter readings and provide a report using the software package and advising other team members of the works required prior to hand-back or re-letting.
Draw up tenancy agreement and associated documentation in preparation for tenancy check in. Ensure Right to Rent Checks are conducted.
Ensure Anti-Money Laundering legislation is adhered too, and any suspicious activity is reported to the nominated officer.
General
Always ensure the highest standards of service to all external and internal customers.
Ensure always that the company is positively and properly promoted and that the image of the company is sustained.
Deal with initial enquiries from potential Landlords detailing the range of services we provide and how we can assist with letting their property.
To be flexible to transfer to any other duties within the business as required by your line manager to assist with operational efficiency.
WHO WE ARE LOOKING FOR;
You should be able to demonstrate;
Excellent customer service skills
Be able to achieve goals against deadlines
Be able to work in a collaborative manner within team environment
Have good IT knowledge and be comfortable with numbers
Be able to be empathetic with clients and customers
Be able to Multi- task
Good Listening skills
Experience of working in an office environment
Some property maintenance knowledge would be helpful
Excellent telephone manner.
Good problem-solving skills
Can-do attitude
Happy to consider apprenticeship
Working Hours Monday Friday 9.00- 5.30 (1 hour lunch break)
Alternate Saturdays 9.00-12.30
Salary £21,000-£26,000pa plus sales bonus
Holiday 20 days per annum rising with length of service up to 25 days
Industry: Estate Agency
Job Type: Full-time
Pay: £21,000.00-£26,000.00 per year
Benefits:
Ability to commute/relocate:
- Truro TR1 3DN: reliably commute or plan to relocate before starting work (required)
Licence/Certification:
- Driving Licence (preferred)
Work Location: In person
