Lettings Coordinator

Tuath Housing Association; Toronto; Hybrid; CAD 45,000 - 60,000; Full time

Job summary

A leading housing association is seeking a Lettings Coordinator in Toronto. This full-time role involves managing the lettings process efficiently, ensuring high standards of customer service, and collaborating with various stakeholders to minimize void periods and enhance tenant satisfaction. Ideal candidates will have experience in property management with exceptional communication skills.

Qualifications

• Experience in property management or lettings.
• Strong communication and customer service skills.
• Ability to work collaboratively and manage multiple tasks.

Responsibilities

• Oversee lettings performance at the locality level.
• Manage customer experience from pre-tenancy to letting.
• Coordinate lettings to ensure properties are let quickly.

Skills

Customer Service

Communication

Organizational Skills

Education

Degree in Business Administration or related field

Job description

Job Description:

Lettings Coordinator

Responsible To: Lettings Manager

Location: All localities with hybrid working

Contract: Full Time Permanent

Job Summary:

This role is based within the locality offices. As Lettings Coordinator, you will have responsibility for coordinating and managing lettings within your specific locality, ensuring that residential properties with a variety of tenures are let quickly, minimizing void times and rental loss. Your role will involve working with the Lettings Manager, Local Authorities, Housing Officers, and Development teams to ensure all properties are let to customers as efficiently as possible, minimizing void rental for Tuath.

You will take personal responsibility for the customer experience and locality lettings performance from pre-tenancy to letting, coordinating service delivery to meet target times. You will work as part of the Lettings Team and closely with the Housing Services Manager on Local Authority relationships to ensure efficiency.

The role involves ensuring activities are carried out to high standards of integrity and professionalism, supporting operational service improvements, and applying our lettings policy and procedures correctly within your locality.

The postholder will ensure that all lettings activities meet high standards of professionalism, develop effective cross-functional initiatives, and support service reviews and improvements.

The following duties are typical but not exhaustive. The post holder will be responsible for a combination of objectives and KPIs based on organizational needs.

Key Responsibilities (Functional):

1. Manage and oversee lettings performance at the locality level.
2. Work with the Lettings Manager and Housing Services Manager to maintain Local Authority relationships supporting the lettings process.
3. Coordinate lettings within your locality to ensure properties are let quickly, minimizing voids and rental loss.
4. Provide a responsive lettings service, including social and affordable lettings, working with partners and signposting as needed.
5. Ensure properties are presented to Local Authority on time with accurate information.
6. Conduct eligibility interviews and organize affordability assessments for prospective residents.
7. Take ownership of the customer experience from pre-tenancy to letting.
8. Support service delivery to meet target times across localities.
9. Manage paperwork for new lets and re-lets, including data entry.
10. Hand over to Housing Officers for viewings and sign-ups.
11. Coordinate management move cases per policy and procedure.
12. Identify applicants with specific needs or risks, liaising with relevant teams for holistic onboarding.
13. Provide advice to residents, partners, and staff on letting processes.
14. Collaborate to deliver coordinated services and ensure high customer satisfaction.
15. Prepare tenancy offers and make adjustments as needed.
16. Ensure efficient reletting processes to minimize losses.
17. Support regular reviews of the lettings service, seeking feedback for improvements.
18. Attend meetings regarding allocations, lettings, and homelessness.
19. Carry out pre-tenancy assessments, including affordability and Garda checks.
20. Advise customers on appliances, health and safety, and certification.
21. Liaise with partners to keep customers informed about property readiness.
22. Provide high-quality customer service, ensuring fairness and respect for all customers.
23. Use feedback to improve service delivery continually.
24. Complete post-letting handover packs and system setup.

Key Responsibilities (Organizational):

1. Contribute to operational planning.
2. Maintain professional knowledge and support colleagues.
3. Provide data and testimonials for reports.
4. Promote effective communication, customer service, and continuous improvement.
5. Develop networks and relationships to enhance service delivery.

Health and Safety Responsibilities:

1. Conduct activities safely, adhering to health and safety policies.
2. Ensure risk assessments are in place and followed.
3. Make colleagues aware of risks and use protective equipment as required.