Job Description

The highly efficient Lettings Administrator will play a key role in our community, ensuring that all resident files are 100% accurate and compliant so that the Lettings Negotiators are fully supported in delivering the best customer service to existing residents and new prospects.

• Marketing & Advertising
• Proficiently articulate the value proposition of the property.
• Deliver a positive and consistent personal experience with all customers and visitors.
• Confidently manage enquiries and viewings when the Resident Services Manager is off site.
• Monitor all advertising and daily update availability on the management system.
• Update property Facebook page three times per week.
• Daily management of 100% of leads into internal management system.
• Conduct 3 follow ups per lead.
• Follow up with a phone call to every prospective resident within 24 hours of a property tour. Additional follow up via e-mail to take place within 48 hours.
• Completing UK residency checks via Right to Rent and obtaining all required referencing prior to accepting a tenancy.
• Converting prospects into approved residents in the management information system, ensuring complete accuracy of contact details and resident preferences.
• Working with the Finance team to ensure that reservation fees, move in monies and deposits are receipted in advance of the tenancy start date.
• Liaising with the Resident Services Manager and Facilities Management team to ensure that pre-tenancy works and cleans are scheduled and completed prior to the move in date.
• Arranging check ins - ensuring legal documentation is accurate.
• Ensuring that all administrative works are completed in a timely manner so that all move ins take place on the scheduled date.
• Registering the residents deposit in a secure deposit scheme.
• Drafting and tenancy documents.
• Preparing handover packs & tenants guides.
• Quarterly internal inspections of the apartments are required, creating a report and where there is a maintenance issue or something findings which needs attention actioning this promptly.

Renewals:

• Running reports 3 months prior to end of tenancy and liaising with residents accordingly to agree renewals. Negotiating rental increases in line with market rent.
• Promptly following up all correspondence relating to tenancy renewals and extensions so that all apartments have a minimum of two months marketing time.
• Prepare memorandums to formalize any lease extensions, ensuring residents sign and return renewal documentation in timely manner and make payment of fees accordingly.
• Ensuring that renewals are treated with the same priority as other administrative duties so that existing tenancies do not go in to a periodic status.
• Arranging check out appointment and liaising with the residents regarding deductions where required.
• Arranging for deposits to be released in a timely manner – in line with legislation and company procedure.
• Releasing all deposits within the timescales outlined within the company KPIs and any targets set by the General Manager.

Required Knowledge, Skills, and Abilities

• Knowledge of all systems, facilities and equipment onsite and a basic understanding of how to test and maintain them.
• Health and Safety.
• ARLA qualification/property experience
• First Aid
• Health & Safety
• Customer Service, including negotiation skills and dealing with difficult situations.
• Proficient in the use of Microsoft office packages including Word, Excel and Outlook as well as other systems such as databases or booking systems (Training however will be provided).
• Proactive, positive and can do.
• Enthusiastic and passionate about customer service.
• Professional and credible.