Inbound Enquiries Coordinator
Lloyds Living
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Benefits offered by this job
Job summary
Qualifications
- Experience in a property lettings or sales coordination role is essential.
- Confident handling a high volume of calls with excellent communication is required.
- Familiarity with marketing assets such as photos and brochures is preferred.
Responsibilities
- Manage all inbound lettings enquiries and coordinate viewings for prospects.
- Create and maintain high-quality listings for properties in the management system.
- Produce concise weekly reporting on lead volumes and viewing conversions.
Skills
Tools
Job description
Join to apply for the Inbound Enquiries Coordinator role at Lloyds Living.
WORKING PATTERN: Our work style is hybrid, which involves spending at least four days per week, or 80% of our time, at one of our office sites.
Join us at Lloyds Living as we redefine what it means to manage property in the UK. We're on an ambitious journey to become one of the country's largest and most trusted landlords, creating vibrant communities and delivering exceptional living experiences. As we scale at pace, you'll be part of a dynamic team shaping the future of property management—where innovation, customer focus, and growth go hand in hand. This is your chance to make an impact and be part of something extraordinary.
Be the first point of contact for prospective customers. You'll manage all inbound lettings enquiries, market properties through our property management systems (PMS), and coordinate viewings for our team of Area Hosts—ensuring every prospect gets a timely, professional response and a smooth path from enquiry to viewing and through to application.
- Own the web prospects queue and all inbound calls/emails/messages, ensuring every lead is captured and progressed in our PMS system.
- Pre qualify prospects against lettings criteria (budget, move date, bedrooms, location fit) using the agreed Initial Enquiry script/checklist; record outcomes and next steps in SLM.
- Book viewings for the appropriate Area Host, coordinating times, confirmations, and calendar invites; send reminders and capture post viewing feedback/actions promptly.
- Meet service levels: respond within office hours and complete first contact within 24 hours of the enquiry being logged, with exceptions flagged.
- Create and maintain high quality listings in the PMS and on portals (Rightmove/Zoopla/On the Market), ensuring accurate descriptions, pricing, floorplans, and photos.
- Ensure each scheme has the required collateral (professional photos, floorplans, brochure/USP, virtual tours) and that listings are ready to launch in a timely manner.
- Keep the pipeline up to date in SLM across Enquiries → Viewings, ensuring data quality for weekly reporting and actions.
- Produce concise weekly commentary: lead volumes, viewing conversion, application status, no show/reason codes, and recommended actions to reduce voids.
- Provide a great first contact experience and consistent follow ups, capturing and acting on feedback within agreed SLAs.
- Handle personal data in line with the Privacy Notice.
- Support Right to Rent, affordability, and referencing steps by collecting required information accurately at enquiry/booking stage (handover to Area Hosts/PM as per process).
- Work closely with Area Hosts to balance diaries, reduce gaps between enquiry and viewing, and minimise no shows.
- Surface local market insights and listing improvements back to the Leasing & Marketing teams (asset quality, pricing signals, collateral needs).
- Experience in a property lettings or sales coordination role.
- Confident handling a high volume of calls and emails, with excellent telephone manner and written communication.
- Experience working with property management systems, preferably SLM/Qube PM.
- Knowledge of UK residential lettings, property portals (Rightmove/Zoopla), and viewing logistics.
- Familiarity with marketing assets/collateral requirements (photos, floorplans, virtual tours, brochures).
- Organised, persistent follow up; comfortable coordinating multiple diaries and locations.
- Customer first mindset with sound judgement on pre qualification and next best action.
- Experience producing weekly MI and commentary for a leasing/lettings pipeline.
- A generous pension contribution of up to 15%
- An annual performance-related bonus
- Share schemes including free shares
- Benefits you can adapt to your lifestyle, such as discounted shopping
- 24 days' holiday, with bank holidays on top
- A range of wellbeing initiatives and generous parental leave policies
Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We're committed to creating a consciously inclusive workplace where our colleagues can be themselves, thrive and perform at their best. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative.
As an inclusive employer, we offer Workplace Adjustments for colleagues with a disability (which may include long-term health and neurodivergent conditions) where it is reasonable to do so. This could include flexibility with regards to office attendance, location, and working pattern. If you'd like an adjustment to the recruitment process just let us know.
If you're excited by the thought of becoming part of our team, get in touch. We'd love to hear from you.
- Associate
- Full-time
- Customer Service
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