Leasing Consultant

Canary Wharf Group; Greater London; On-site; GBP 28,000 - 34,000; Full time

Job summary

Vertus Residential Management Limited is seeking a Leasing Consultant to join our Leasing Team in London. You will source and qualify prospective residents, matching them to available properties while upholding high service standards.

Reporting to the Leasing Manager, you will manage inquiries, viewings, offers and tenancy progression. The role is a 6 month FTC with shifts from 8am-5pm or 10am-7pm and Saturday alternate weeks, offering a salary of £30,784 plus commission.

Qualifications

• ARLA Level 3 desirable but not essential.
• 2 years property experience - experience within the Build to Rent sector desirable.
• Friendly and professional telephone manner.
• Proven ability to work towards and achieve KPIs and performance targets.
• Strong understanding of delivering exceptional customer service.
• Knowledge of Right to Rent requirements and general lettings compliance desirable.
• Understanding of AML and GDPR requirements desirable.
• Self-motivated with a proactive approach to generating and converting leads.

Responsibilities

• Responding to enquiries within agreed service levels and KPI targets.
• Qualifying leads and assessing suitability of prospective residents.
• Maintaining records in the CRM system (HubSpot).
• Matching prospective residents to suitable properties.
• Booking and conducting apartment viewings.
• Negotiating offers in line with pricing and leasing strategy.
• Advising on the customer journey, application process, referencing and tenancy obligations.
• Passing applicants to the Tenancy Progression team with complete information.

Skills

Customer service

KPIs

Phone etiquette

Teamwork

Education

ARLA Level 3 (desirable)

Tools

HubSpot CRM

Job description

Department: Vertus

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Company: Vertus Residential Management Limited

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Reporting to: Leasing and Tenancy Manager

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JOB SUMMARY

Vertus are looking to recruit a Leasing Consultant to join our Leasing Team. Reporting directly to the Leasing Manager, you will be responsible for the sourcing and qualifying of prospective residents, helping to find their new home in our Vertus community. Vertus prides itself on delivering one of the best rental experiences in London and consistently deliver the highest levels of customer service. Working with us you will become a Vertus & Canary Wharf brand ambassador.

Salary £30,784 per annum, plus commission.

Working shifts: Monday to Friday, 8am to 5pm, 8.30am to 5.30pm or 10am to 7pm.

Saturday working is required from 10am to 4pm, alternate weeks.

Please note that this position is a 6 month FTC.

MAIN RESPONSIBILITIES

• Responding to website, portal, email and telephone enquiries within agreed service levels and KPI targets.
• Qualifying leads and assessing suitability of prospective residents in relation to affordability, employment status, Right to Rent requirements and eligibility criteria.
• Capturing enquiry sources and maintaining accurate records within the CRM system (HubSpot), ensuring all customer interactions and status updates are recorded accurately.
• Understanding prospective residents’ needs and matching them to suitable available properties.
• Ensuring apartments are presented to the highest standard prior to viewings.
• Booking and conducting apartment viewings.
• Obtaining and recording viewing feedback and sharing insights with relevant teams where appropriate.
• Negotiating offers on behalf of the landlord in line with pricing and leasing strategy.
• Advising prospective residents on the customer journey, application process, referencing requirements and tenancy obligations.
• Passing applicants to the Tenancy Progression team with complete and accurate information to ensure a seamless customer handover.
• Assisting with tenancy progression where required to support a positive customer experience and minimise delays.
• Conducting Right to Rent checks in accordance with current legislation and company procedures.
• Carrying out affordability and eligibility assessments in accordance with company policies and compliance requirements.
• Maintaining awareness of Anti-Money Laundering (AML) regulations and complying with all AML processes and procedures.
• Complying with all GDPR and data protection requirements when handling customer information.
• Attending leasing and marketing events including Mall Pop-Ups, Open Houses, resident events and other promotional activities.
• Conducting regular outbound calls to prospective residents, applicants and the CRM database as directed by the Leasing Manager.
• Liaising with third-party agents regarding unit availability, marketing materials, listings and leasing opportunities.
• Ensuring all individual and team KPIs are consistently achieved and exceeded where possible.
• Reporting weekly leasing activity, pipeline performance and KPI results to the Leasing Manager.
• Maintaining a strong understanding of relevant housing, lettings and property legislation through continuous professional development and self-study.
• Acting as a brand ambassador for Vertus by delivering exceptional customer service at every stage of the resident journey.
• Carrying out any other reasonable duties as instructed by management.

PERSON SPECIFICATION

• Level 3 ARLA Qualification desirable but not essential.
• 2 year’ property experience - experience within the Build to Rent sector desirable.
• Friendly and professional telephone manner.
• Proven ability to work towards and achieve KPIs and performance targets.
• Strong understanding of delivering exceptional customer service.
• Knowledge of Right to Rent requirements and general lettings compliance desirable.
• Understanding of AML and GDPR requirements desirable.
• Self-motivated with a proactive approach to generating and converting leads.
• Target driven and commercially aware.
• Works well under pressure and can effectively manage multiple priorities.
• Excellent attention to detail and organisational skills.
• Strong written and verbal communication skills.
• Team player with a collaborative approach to working across departments.
• Honest, trustworthy and professional with an exemplary track record.
• Committed to continuous learning and keeping up to date with relevant legislation and industry best practice.
• Appreciation of the importance of customer service and its application within the Canary Wharf and Vertus environment.

HEALTH SAFETY AND WELFARE RESPONSIBILITIES

All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect. Further details regarding Health & Safety responsibilities are set out in the Health & Safety Policy in the Administrative Rules and Procedures, and the Health, Safety & Welfare Manual.

ENVIRONMENTAL, SOCIAL & GOVERNANCE (ESG) RESPONSIBILITIES

Recognising the centrality of ESG principles within our organisation, we have developed a comprehensive ESG Strategy. It is imperative that all staff members understand and adopt this strategy into their respective roles. This includes adhering to environmental regulations, minimising waste, supporting nature within our urban environment, and facilitating positive change for those in need within our communityand utilising our volunteering.

QUALITY MANAGEMENT RESPONSIBILITIES

In line with the latest ISO 9001 requirements and our dedication to quality management, all staff are mandated to comply with system requirements as detailed within the Company Quality Manual & Policies. Additionally, it’s vital to ensure the effective implementation of all Procedures, Plans, and Forms within our Electronic Document Management Systems (EDMS) to meet the ISO 9001: Quality Management Standard.

COMPANY VALUES

Commit to Excellence

• Act with integrity and deliver high performance
• Put our customers at the heart of what we do
• Resolve issues by providing high quality solutions

Foster Collaboration

• Find opportunities to collaborate with others across the business to achieve shared goals
• Encourage inclusive networks and treat others with respect and fairness
• Use knowledge to work effectively with suppliers / contractors to meet shared goals

Encourage Engagement

• Confident in making decisions appropriate to the role
• Learn from mistakes and listen to constructive feedback to improve performance
• Prioritise safety and actively support community, wellbeing and sustainability programmes

Take Ownership

• Take pride in delivering high quality service which exceeds expectations
• Committed to opportunities for self-development
• Take responsibility for my own performance and look for ways to improve

Embrace Innovation

• Embrace change and innovation
• Proactively suggest ways to improve our business and encourage others to share ideas
• See new challenges as opportunities to deliver effective change

WHAT WE OFFER

Diversity and Inclusion

We recognise the importance of embracing diverse experience, skills and perspectives at all levels and operating in an inclusive working environment, in order for everyone to reach their full potential. We also recognise that it makes business sense, since being an inclusive employer leads to better business performance and higher levels of employee engagement and satisfaction. We welcome applicants with diverse backgrounds, perspectives and skills and are committed to fostering a culture whereby everyone can reach their full potential.

Flexible Working

As an inclusive employer, we recognise the positive impact flexible working can have on an individual, their wellbeing, engagement and productivity. Therefore, we are open to consider flexible working arrangements, both temporary or permanent.

Learning and Development

At Canary Wharf Group, our employees receive a wide range of support to help improve their skills and achieve their career goals. We offer development opportunities through classroom and e-learning training, mentoring cross department experience and on the job learning. We heavily invest in our staff attaining accreditations to develop existing and new skills, support chartered status, sponsorships and provide further educational opportunities which are job and business related. We never stand still and continually invest in developing skills and knowledge to ensure individual and company growth.

Other Benefits

We are committed to building a safe, happy and healthy community for our employees and we offer a comprehensive range of benefits, all designed with our employees and their wellbeing in mind. From generous pension and insurance plans, to health benefits, subsidised gym membership, store discounts and family leave, our benefits package allows our employees to choose the benefits that suit them and their individual needs.