Leasing and Customer Service Associate - Croydon

Posted 08 January 2023
Salary£22000 - £25000 per annum + discretionary bonus + progression
Job type Permanent
DisciplineReal Estate Management, Operations & Service Delivery
Contact NameRoss McEwan

Job description

Conducts daily leasing and operational activities to support the leasing team and Community Manager with the building lease-up and resident retention. Responsible for delivering exceptional 24/7 customer service and building resident rapport, supplier and contractor relationships. Assisting with community marketing activities and resident queries by liaising with other relevant team members, maintaining community standards and exceeding service expectations to build a vibrant, safe and welcoming community our residents enjoy being part of.

Key Role Responsibilities:

  • Conducts sales and leasing activities including: viewings, following up on enquiries and sales conversions.
  • Plans and organises daily activities to maximise the time to achieve targeted leasing numbers
  • Converts prospects and leads into viewing appointments and bookings to achieve targeted leasing numbers.
  • Ensures all data capture systems and details of contact are updated in an accurate and timely manner as required.
  • Welcomes on site enquiries and potential residents in a warm and friendly manner ensuring a first impression of exceptional customer service.
  • Follows up on receipt of required documentation, contract returns and processes payments.
  • Conducts scheduled Residents' apartment visits.
  • Manages cancellations.
  • Responds to online and email enquiries in a professional and engaging manner
  • Supports other communities when required including cross selling based upon potential resident requirements.
  • Inspects community, tour units and leasing materials are available and takes action to ensure they meet agreed standards for viewings
  • Actively understands, updates and improves knowledge of community, amenities, units and local area features.
  • Delivers all aspects of customer service, including a comprehensive front of house service anticipating and exceeding resident expectations.
  • Supports Resident events and activities within the Community
  • Assists with Community preparations, including move-in and move-out processes.
  • Develops and maintains local knowledge and information resources relevant to resident needs i.e. travel, entertainment and amenities.
  • Screens property visitors, guests and contractors
  • Responds positively to customer queries and complaints, identifying and undertaking appropriate action in line with the business complaints procedure.
  • Works as part of a team, supporting and respecting other team members, to deliver exceptional resident living.
  • Completes Health and Safety compliance activities in line with the Company's policies and procedures
  • Completes administrative tasks including logging of maintenance requests, filing and preparing notices and updating of databases.
  • Register, secure and correctly issue Resident parcels/deliveries
  • Proactively attends to or organises ad-hoc or minor cleaning requirements.

About You:

  • Good level of general education.
  • Proficient in the use of Microsoft Office packages including Word, Excel and Outlook.
  • Proficiency in using property operations software. Training will however, be provided.
  • The ability to influence, adapt at pace and be motivated by exceeding customer service and sales targets.
  • Evidence of organisation skills with the ability to multi task and prioritise whilst maintaining a high level of accuracy and attention to detail.
  • Culturally aware and able to adapt relationship building, communications and negotiation skills to suit audience.
  • A team player who is evidently approachable and welcoming.
  • Proactive with a can do attitude and an ability to act autonomously, taking decisions and/or action when required.
  • Proficient at using online and web tools/resources for gathering and presenting research and information.
  • High attention to detail in personal presentation.
  • Numerical skills necessary to complete the above activities.


  • Detailed knowledge of Landlord/Tenant Legislation.
  • Residential Property or relevant qualification.
  • A knowledge and understanding of UK Health and Safety requirements and legislation.
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