Leasing Manager - BTR (East London)

Customer Service

• Oversee the daily operations of the BTR Leasing journey, ensuring a high level of applicant and resident satisfaction.
• Lead delivery of 1st class customer service and resident engagement.
• Identify opportunities to enhance service.
• Complaint and dispute resolution.
• Regular review of customer facing documents such as tenancy agreements etc
• Regularly review auto responder emails, and update where necessary.

Leasing

• Management of Tenancy Progression team, including Move Co-ordinator.
• Quarterly auditing of Tenancy Progression files, to feed into quarterly training improvement plans or system/process improvements.
• Property Management Software Super User including on-going development and testing.
• Account management of 3rd party relationships (Homeppl/TDS/TPO/Spike).
• On-going monitoring and development of 3rd party suppliers such as referencing and deposit protection.
• Monitoring and reporting of application pass rates, trends, and turn around times.
• Monitoring of legislative changes and where necessary updating internal processes, documents or training
• Reviewing and updating internal SOPs.
• Review and rendering of 3rd party contracts.
• Ensuring adherence with all compliance and legislative requirements involved in residential lettings.
• Develop and implement strategies to minimise void periods.
• Keep up to date with local and London rental markets.
• Oversee content on Resident portal to ensure it is up to date and in line with company brand.
• Ensure on-going compliance with GDPR regulations, conducting regular reviews and working closely with internal data protection team.
• Review and maintain adherence with anti money laundering procedures
• Monitoring any suspicious activity and submitting and managing SARS reports where necessary.
• Supporting day to day operations of Leasing Team.
• Supporting day to day operations of Tenancy Progression Team.

What We Require of You:

• Minimum 2 years' experience in Lettings either in a PRS or BTR environment.
• ARLA Propertymark or IRPM qualification is essential.
• The incumbent must have an appreciation of the importance of customer service and how this is applied
• Excellent communication and customer service skills, with an innovate and proactive approach.
• Competent in using Excel, Word & Outlook
• To ensure confidentiality and security of all business, client and customer documentation/information.
• Strong understanding of Property Management systems
• Previous experience of Yardi desirable but not essential
• Ability to lead a dynamic team