Leasing Associate

Get Living; Greater London; On-site; GBP 28,000 - 36,000; Full time

Job summary

Get Living is seeking a Leasing Associate for a 12-month Fixed Term Contract in London. You will act as the primary customer-facing representative, ensuring residents have an exemplary experience from enquiry to move-in and beyond, while keeping homes ready for viewing and achieving occupancy targets.

You will conduct tours, support referencing and contracting, manage resident expectations, and contribute to market analysis and data accuracy across Yardi, Hubspot and RentCafe.

Qualifications

• ARLA or equivalent property qualification where possible (level 3 essential, level 4 desirable).
• Proven track record of outstanding customer service experience in lettings / property management.
• Intermediate to advanced computer skills, including Microsoft Office applications (Excel, Word, etc) and good industry related systems knowledge e.g. Yardi / RentCafe / Hubspot.
• Proven track record of outstanding customer service skills
• Adaptable and resilient, able to handle pressure and peak periods
• Excellent attention to detail and organised approach to prioritising tasks
• Excellent written and verbal communication skills
• Excellent interpersonal skills with the confidence to engage with a variety of people at all levels, including residents, senior management, external providers
• Self-motivated / proactive

Responsibilities

• Primary customer facing representative for all residents, visitors, colleagues, couriers and contractors
• Ensure current and prospective residents enjoy an exemplary experience from first enquiry to move-in and on to an enduring and sustained residency experience thereafter.
• Ensure Homes are ready to view and have been reviewed for defects, are clean and serviced to provide a great first impression for residents
• Perform viewings booked in by the Customer Hub/Site Team on request and follow through to reservation and hand over to the Customer hub for processing.
• Perform tours for customers, third parties and other organisations as requested
• Drive sales pipeline and provide ongoing support for both residents and the Customer hub whilst in referencing and contracting stages
• Look for ways to do things better, change and explore opportunities to raise expectations and standards.
• Be the first stage for complaint management and be ready to problem solve and manage residents expectations.
• Provide competitor analysis on request and be up to date on the local market and competitor offerings to ensure Get Living are competitive
• Drive customer/resident satisfaction across all platforms (Zendesk/Google/Homeviews/Hubspot).
• Support with Marketing requests
• Meet set budgeted targets for occupancy, pricing, revenue and Net Promoter Scores.
• Complete Inventory check in and check out reports on homes using Inventory Base.
• Ensure 100% accuracy of data recording in Yardi/Hubspot
• Attend and participate in the planning of events and other resident experiences.
• Support the ongoing function of the office and availability to residents by manning phones, lobby spaces, parcels and adopting different Resident Manager roles if required due to holiday cover.
• Assist team members with ad hoc tasks where required.

Skills

Customer service

Communication skills

Adaptable

Attention to detail

Organised

Interpersonal skills

Self-motivated

Education

ARLA Level 3

ARLA Level 4

Tools

Yardi

RentCafe

Hubspot

Microsoft Office

Job description

This is a 12-month Fixed Term Contract position.

The role is responsible for supporting the leasing and operational aspects at Elephant Central ensuring delivery of the Get Living promise by driving an excellent resident living experience that is positive and effortless. Working with the team the Leasing Associate ensures neighbourhoods and properties are prepared to a high standard for viewing, whilst achieving occupancy and revenue goals.

Key Relationships

Internal: Neighbourhood team, wider Get Living team, business support functions, Management company

External: Residents, prospective customers, property management companies, third party suppliers

Key Responsibilities & Accountabilities

• Primary customer facing representative for all residents, visitors, colleagues, couriers and contractors
• Ensure current and prospective residents enjoy an exemplary experience from first enquiry to move-in and on to an enduring and sustained residency experience thereafter.
• Ensure Homes are ready to view and have been reviewed for defects, are clean and serviced to provide a great first impression for residents
• Perform viewings booked in by the Customer Hub/Site Team on request and follow through to reservation and had over to the Customer hub for processing.
• Perform tours for customers, third parties and other organisations as requested
• Drive sales pipeline and provide ongoing support for both residents and the Customer hub whilst in referencing and contracting stages
• Look for ways to do things better, change and explore opportunities to raise expectations and standards.
• Be the first stage for complaint management and be ready to problem solve and manage residents expectations.
• Provide competitor analysis on request and be up to date on the local market and competitor offerings to ensure Get Living are competitive
• Drive customer/resident satisfaction across all platforms (Zendesk/Google/Homeviews/Hubspot).
• Support with Marketing requests
• Meet set budgeted targets for occupancy, pricing, revenue and Net Promoter Scores.
• Complete Inventory check in and check out reports on homes using Inventory Base.
• Ensure 100% accuracy of data recording in Yardi/Hubspot
• Attend and participate in the planning of events and other resident experiences.
• Support the ongoing function of the office and availability to residents by manning phones, lobby spaces, parcels and adopting different Resident Manager roles if required due to holiday cover.
• Assist team members with ad hoc tasks where required.

Qualifications & Experience

• ARLA or equivalent property qualification where possible (level 3 essential, level 4 desirable).
• Proven track record of outstanding customer service experience in lettings / property management.
• Intermediate to advanced computer skills, including Microsoft Office applications (Excel, Word, etc) and good industry related systems knowledge e.g. Yardi / RentCafe / Hubspot.
• Proven track record of outstanding customer service skills
• Adaptable and resilient, able to handle pressure and peak periods
• Excellent attention to detail and organised approach to prioritising tasks
• Excellent written and verbal communication skills
• Excellent interpersonal skills with the confidence to engage with a variety of people at all levels, including residents, senior management, external providers
• Self-motivated / proactive

Note - this is a summary of the main duties of this position. The Company reserves the right to require the role-holder to undertake such additional tasks or duties as may be within their capabilities and abide by all reasonable rules and instructions given by the Company.

Get Living Values

Actively champion our company values:

Integrity

Act with honesty and accountability

Respect

Value one another, our customers and environment, building trust and stronger relationships

Togetherness

Achieve success as a collective team

Be inspired to deliver outstanding results and be accountable for achieving success

Continually improve to achieve positive impact and outcomes

Diversity & Inclusion

We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Health and Safety

Get Living is responsible for providing a safe and healthy environment for all employees, residents, commercial occupiers, service providers, and visitors who may be affected by its undertakings across its portfolio.

We are committed to continual improvement of performance, recognising the importance of investing in the health and welfare of our Employees by providing a physical and social working environment which is conducive to maintaining a healthy, fit and highly motivated workforce.

We encourage a positive health and safety culture by actively promoting occupational health and safety through the provision of information, training, instruction and supervision. Through ongoing consultation with employees, partners and suppliers everyone is enthusiastically involved in managing risk and ensuring that our sites are a safe place to live, work and visit.

ESG

Get Living is committed to leading and promoting ESG initiatives as well as identifying ways to improve sustainability goals.