Lettings Coordinator

Reading | Build to Rent / Private Rented Sector

The Opportunity

We are currently working with a rapidly growing and highly regarded organisation within the Build to Rent (BTR) and Private Rented Sector (PRS) market, who are looking to appoint a Lettings Coordinator to join their expanding team in Reading.

This is an exciting opportunity to join a business focused on providing high-quality, new-build family homes across the UK, with a strong emphasis on delivering an exceptional customer experience.

As Lettings Coordinator, you'll play a key role within the lettings function, acting as the first point of contact for prospective residents and managing incoming enquiries from initial interest through to arranging property viewings.

You'll be working in a fast-paced environment where customer service, organisation and attention to detail are essential.

About the Role

As a Lettings Coordinator, you'll be responsible for managing inbound leads and enquiries across a growing residential portfolio.

You'll speak with prospective tenants to understand their requirements, discuss suitable properties, establish affordability and help guide them through the initial stages of the lettings journey.

A key part of the role will be coordinating property viewings with Lettings Consultants, ensuring appointments are arranged efficiently and prospective tenants receive a professional and engaging experience from their first interaction.

This is an excellent opportunity for someone with experience in residential lettings, estate agency, property or customer service who is looking to develop their career within the growing BTR sector.

Key Responsibilities

Lead & Enquiry Management

• Manage incoming enquiries across multiple communication channels, including telephone and email.
• Act as the first point of contact for prospective tenants.
• Respond promptly and professionally to enquiries, providing a high level of customer service.
• Understand prospective tenants' requirements and identify suitable properties.
• Discuss affordability and key property information with prospective tenants.
• Maintain regular communication and follow up with prospective customers.
• Accurately record all lead and customer information within the CRM system.
• Ensure CRM records are kept accurate, complete and up to date.

Customer Experience

• Deliver an exceptional customer experience from the initial enquiry onwards.
• Clearly communicate the benefits and features of the homes and wider rental offering.
• Build rapport with prospective tenants and understand their individual requirements.
• Provide clear, helpful and engaging information via telephone and email.
• Manage customer expectations and ensure all enquiries are dealt with efficiently.
• Represent the organisation professionally at every stage of the customer journey.

Viewing Coordination

• Coordinate and schedule property viewings for the Lettings Consultants.
• Liaise with prospective tenants to arrange suitable viewing appointments.
• Work closely with Lettings Consultants to ensure viewing schedules are managed effectively.
• Optimise viewing arrangements to maximise opportunities for the lettings team.
• Follow up with prospective tenants following viewings where required.
• Keep CRM and internal systems updated with viewing information and outcomes.

Lettings Administration

• Provide administrative support to the wider lettings team.
• Respond to internal and external queries in a timely and professional manner.
• Ensure relevant information is communicated accurately to Lettings Consultants and other stakeholders.
• Support the team with day-to-day lettings processes and activities.
• Identify opportunities to improve processes and overall customer experience.

About You

We're looking for a confident, driven and customer-focused individual who enjoys working in a fast-paced environment and is motivated by delivering excellent service.

You may already have experience within residential lettings, estate agency, property, BTR/PRS or customer service, although sector experience is not essential if you can demonstrate the right skills and attitude.

Ideally, you will have:

• Previous experience within residential lettings, estate agency, property or a customer-facing environment.
• BTR or PRS experience would be advantageous but is not essential.
• Excellent customer service skills and a genuine focus on the customer experience.
• Strong verbal and written communication skills.
• Excellent organisation and time-management abilities.
• Confidence communicating with prospective tenants by telephone and email.
• The ability to manage multiple enquiries and priorities simultaneously.
• Strong attention to detail and accurate data-entry skills.
• Experience using CRM or property management systems would be advantageous.
• A proactive approach with the confidence to take ownership of tasks.
• Strong problem-solving skills and the ability to find practical solutions.
• The ability to work independently while contributing positively to a wider team.
• A professional approach to handling confidential customer and business information.
• A genuine interest in developing a career within the property and lettings sector.