Lettings Associate

Working hours: Monday to Friday 9am to 5.30pm with occasional weekends (as business requires).

Purpose of the role:

The Lettings Associate role is to work within a team in the property to deliver a fantastic enquiry, viewing, and rental experience, and to convert interest in to tenancies.

The role covers all aspects of the leasing journey, from handling initial enquiries, building relationships, conducting viewings, progressing the interest, completing the required checks, and completing the lease, issuing documents and completing the deposit aspects. The role is to support the property to reach and maintain full occupancy, ensuring we are maximising every opportunity while delivering outstanding customer service, 100% compliance, and in accordance with the marketing and brand strategy.

Major Duties:

Duties and Responsibilities

• Managing all aspects of enquiries, viewings, tenancy progression, contracting, and conversion rates in the property.
• Being the first point of contact for all lettings enquiries via phone, email and in person, ensuring speedy responses in line with SLAs, while offering outstanding service which represents the company's and client's values, brand and vision.
• Being a natural negotiator, able to build rapport quickly and effectively, and use sound judgement under pressure to convert interest into bookings.
• Communicating effectively and courteously at all times in all settings, including face to face, telephone, video calls, or in writing, while being able to clearly understand their needs, and respond articulately and appropriately.
• Working with the marketing team, to ensure properties are listed on online platforms and are promoted effectively, and removing properties from the market when they are let.
• Ensuring letting agents provide correct documentation for applications and manage relationships as required.
• Sending applicants for referencing and manage the referencing process.
• Drafting and issue contracts for the General Manager or Resident Services Manager to compliance check and sign.
• Supporting with inventories, pre-tenancy checks, and any other work related to the tenancy as required.
• Ensuring contracts are signed, payments received and Right to Rent documents are certified at move in, and ensure all Pre-Tenancy documents are issued to the resident, ensuring 100% compliance.
• Supporting with move in induction for residents as required.
• Supporting the General Managers and wider team in respect of monitoring, SLAs, and reporting.
• Managing and monitor feedback from potential and current residents to feed into rental income strategies to ensure we are maximising rental income, renewals, and occupancy.
• Supporting with renewals and negotiations of price increases in line with client expectations.
• Working with the General Manager and wider team to review rental pricing on a regular basis, using feedback received from residents and viewers.
• Attending meetings as required.
• Supporting the positive promotion of the property and obtaining of reviews.
• Supporting the General Manager with engaging resident events.
• Leading by example in keeping the development looking clean and well kept, supporting a service-focussed approach.
• Ensuring feedback is received, logged, and reported for enquiries, viewings, and leases.
• Compiling and reviewing competitor reports, and monitoring competitor and sector performance data to support informed decision-making.
• Conduct market surveys and mystery shopping on a monthly basis.
• Working with the Finance team, ensuring compliance with the Housing Act 2004 particularly in relation to Deposit Protection.
• Monitoring void rates, and renewals.
• Ensuring weekly reporting and feedback is compiled in a timely manner.
• Undertake additional relevant duties which fall under the general scope of the role, as directed by your manager.

Additional Information:

• Experience in a customer-facing, lettings role in residential lettings, build to rent, Coliving , student accommodation, or letting agency, as well as lettings administration experience is desirable, but not essential.
• ARLA or IRPM qualification is desirable, not essential, but must be happy to work towards a qualification.
• Must thrive in a sales-focussed role where a proactive sales approach and maximising conversion are key.
• Must be focussed on delivering outstanding customer service.
• Must be confident and able to building rapport quickly.
• Must be highly organised and able to follow processes correctly.
• Must have meticulous attention to detail to ensure correct documentation.
• Must be confident talking on the phone and using email, SMS, whatsapp, and other channels.
• Must be proficient in the use of Microsoft office packages including Word, Excel and Outlook.
• Must be confident and experienced in using CRM systems, booking systems, and other such systems, which are a key part of the role.
• Must always conduct themselves in a confident and professional manner in a customer-facing role.
• Excellent communication skills with the ability to demonstrate positive influencing skills.
• Must display personal drive and enthusiasm with the willingness to learn, develop and grow within the role.
• Must have the ability to work on own initiative.
• Ability to adapt and deliver in a high-growth environment.
• Keen commercial awareness, with an inquisitive and curious approach to the wider sector.
• The ability to work under pressure, often on multiple activities whilst displaying good organisational skills.
• To maintain strict confidentiality in relation to all tenant matters and personal data.
• Commitment to fostering a safe, secure, and inclusive culture focused on customer satisfaction.

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