Leasing Manager - BTR (East London)

Posted 17 April 2023
Salary£45000 - £50000 per annum + bonus
LocationEast London
Job type Permanent
DisciplineProperty Management & Operations
Contact NameRoss McEwan

Job description

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.


  • 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