The Purpose

This role plays an important part in the successful operation of a large residential rental development with communal facilities that include a co-working lounge, gym, gardens, movie room and car park.

The Lettings Administrator is responsible for supporting the rental performance of the building and meeting the service requirements of our residents with excellent customer service.

This is a customer facing onsite role, dealing with first-line leasing enquiries from applicants and residents in line with the brand's vision and values, providing an excellent quality and high value residential environment for a wide mix of residents, occupiers, and visitors.

KEY RESPONSIBILITIES

Leasing & Administration

• Conduct viewings to prospective tenants
• Consistently deliver the brand's leasing 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 enquiries 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 to record various transactions and operating reports as required
• Assist with market surveys and "open houses"

Key Performance Indicators: Direct Let Retention, Monthly Occupancy, Viewings and Mystery Shopping Feedback, Arrears %, Bad Debt %

Customer Service

• Represent the brand by providing 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 what it stands for

Key Performance Indicators: Customer satisfaction surveys, Resident Engagement, NPS (Net Promoter Score), Resident retention and referrals, Customer Service Reviews

Property Upkeep

• 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

Key Performance Indicators: Property Management Software Scores

KEY VALUES

QUALIFICATIONS, EXPERIENCE AND ROLE REQUIREMENTS

Essential

• Demonstrates the traits of honesty, integrity and intelligence
• Experience in a property lettings or related business (student accommodation, serviced apartments etc.)
• Strong sales skills and confidence in promoting a product
• Excellent customer relationship skills and attention to detail
• Excellent organisation and administration skills
• Clear and effective communication skills, verbally and in writing
• Intermediate IT skills including Microsoft Office and property management systems
• Team player with a willingness to support others
• A positive, 'can-do' attitude with a desire to learn and achieve outstanding results
• Ability to work independently on a day to day basis
• Ability to work Saturdays and public holidays in line with the rota
• Ability to work in different buildings if required

Desirable

• Experience of working in the private residential sector
• ARLA qualification
• Knowledge of a property management system such as Yardi or similar