Assistant Lettings Manager - #2137532

The Purpose

This role plays an important part in achieving full occupancy and excellent customer experience for prospective and actual tenants.

The Assistant Leasing Manager is responsible for supporting the rental performance of the building, while meeting the service requirements of residents with excellent customer service.

This is a customer-facing onsite role, dealing with first-line leasing enquiries from applicants and residents in line with the brand's vision and values, deputising for the Lettings Manager in their absence, providing guidance on the lettings journey to other team members, and providing an excellent quality and high value residential environment for a wide mix of residents, occupiers, and visitors.

Key Responsibilities

Leasing & Administration

• Conduct viewings to prospective tenants
• Consistently deliver the brand's leasing standards
• Oversee the referencing process to minimise delays, keep abreast of live reference checks, and improve efficiency where needed
• Train new members of the team on lettings processes and procedures
• Role model best-practice leasing techniques and approach for team members
• Contribute with energy and commitment to achieving lettings targets, consistently working to close lettings and support the Lettings Manager in achieving leasing goals
• Understand the local rental market by conducting regular mystery shopping and competitor analysis
• Implement and support branded marketing campaigns
• Respond to email/phone enquiries in a timely manner and follow the rental customer journey to ensure a high conversion of enquiries to viewings and lettings
• Process resident applications including completion of background and credit checks
• Assist with deposit protection scheme set-up and releases
• Assist with preparation of check-in and check-out reports
• Ensure tenancy agreements and moving-in money statements are completed accurately by the leasing team and provide approval for them to be issued
• Assist with the collection of rents, ensuring collection and deposit on a timely basis
• Support in the serving of statutory notices such as but not limited to Section 21s, Section 8s & Section 13s as appropriate
• Provide renewal and price increase notices to residents in an accurate, friendly & compliant manner
• Utilise the property management system (Yardi) to record various transactions and operating reports as required
• Assist with market surveys and "open houses"
• Weekly reporting of leasing statistics to a wider team

Key Performance Indicators: Direct Let Retention · Monthly Occupancy · Viewings and Mystery Shopping Feedback · Arrears % · Bad Debt %

Customer Service

• Represent the brand by providing exceptional service to residents, prospective tenants, contractors, and visitors
• Communicate effectively and courteously, whether face to face, via telephone or in writing, with residents and colleagues, clearly understanding and responding to their needs
• Always seek ways to exceed residents' service expectations
• Deal with complex lettings queries escalated from the Lettings Administrator
• Ensure resident issues and service requests are addressed within 24 hours
• Assist in promoting a neighbourly and community atmosphere including participating in the resident events programme
• Be a true ambassador of the brand and what it stands for

Key Performance Indicators: Customer satisfaction surveys · Resident Engagement · NPS (Net Promoter Score) · Resident retention and referrals · Customer Service Reviews

Qualifications, Experience and Role Requirements

Essential:

• Demonstrates honesty, integrity and intelligence
• Experience in a property lettings or related business (student accommodation, serviced apartments etc.)
• Strong sales skills and confidence in promoting a product
• Awareness of the Renters Rights Bill and experience in handling tenancy compliance
• Proven track record of meeting sales targets
• Excellent customer relationship skills and attention to detail
• Excellent organisation and administration skills
• Clear and effective communication skills, verbally and in writing
• Intermediate IT skills including Microsoft Office and property management systems
• Team player with a willingness to support others
• A positive, "can-do" attitude with a desire to learn and achieve outstanding results
• Ability to work independently on a day-to-day basis
• Ability to work weekends and public holidays in line with the rota
• Ability to work across different buildings if required

Desirable:

• Experience of working in the BTR or private residential sector
• ARLA qualification
• Knowledge of Yardi property management system or similar system