Leasing & Administration

Key Performance Indicators:

• Direct Let Retention
• Monthly Occupancy
• Viewings and Mystery Shopping Feedback
• Arrears %
• Bad Debt %

Responsibilities include:

• Conduct viewings to prospective tenants
• Consistently deliver high-quality leasing brand standards
• Process and respond to lettings enquiries in a timely manner
• 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 enquires in a timely manner and follow the rental customer journey to ensure a high conversion of enquiries to viewings and lettings
• Update social media letting platforms (e.g. Rightmove, Zoopla, On the Move etc.) on a weekly basis
• 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
• Assist with move in/move out customer journey procedures
• Assist with the collection of rents, ensuring collection and deposit on a timely basis
• Utilise the property management system (Yardi) to record various transactions and operating reports as required
• Assist with market surveys and "open houses"

Customer Service

Key Performance Indicators:

• Customer satisfaction surveys
• Resident Engagement
• NPS (Net Promoter Score)
• Resident retention and referrals
• Customer Service Reviews

Responsibilities include:

• Provide 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
• 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 company values

Property Upkeep

Key Performance Indicators:

• Property Management Software Scores

Responsibilities include:

• Comply with regular fire safety and health and safety standards
• Assist in undertaking scheduled flat inspections and recording of same
• Day to day assistance in management of reactive maintenance and defects
• Adhere to business operating processes, systems and standards
• Assist in monitoring compliance with planned and reactive maintenance procedures, such that buildings are safe for both our residents and our employees
• Assist with the upkeep of the general cleanliness and appearance of the property and report any serious deficiencies regarding curb appeal or hazards to the General Manager or Facilities Manager