Lettings Services Administrator

FirstPort; Greater London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading property management company is seeking a Lettings Administrator to ensure high-quality administration within the lettings services team. The role, which supports hybrid working, involves tasks like database maintenance, customer contact, compliance with legislation, and preparation of tenancy documentation. Candidates should possess strong communication skills and a passion for customer service to effectively manage tenant relationships and continually enhance service delivery.

Qualifications

• Strong communication skills to interact with customers and clients.
• Ability to manage the referencing process for tenants.
• Knowledge of current legislation regarding tenancy management.

Responsibilities

• Maintain an accurate database and validate data.
• Manage customer contact with clients, tenants and contractors.
• Prepare tenancy documentation and manage maintenance requests.
• Ensure compliance with relevant legislation and company standards.

Job description

Overview

Job role: Lettings Administrator

Location: Hybrid working – Worcester Office

Job Sector: Lettings

Hours: 35 hours per week, Monday to Friday

Reporting to: Lettings Services Team Leader

Main Purpose of Job

To participate in the delivery of high-quality administration within the lettings services team

Purpose of Job

To carry out administrative tasks associated with the management of tenanted properties. The job holder will be passionate about service delivery and the role will involve extensive customer interactions working to continually evolve and improve our service in line with our customers' expectations.

Core responsibilities

• Maintain an accurate database through the input and update of data on a timely basis and to carry out periodic data validation tests
• Customer contact - clients, tenants, leaseholders, agents and contractors
• Management of the referencing process
• Preparation of tenancy documentation
• Instruction and management of maintenance
• Rent reviews and notices
• Statutory compliance
• Deposit administration in line with current legislation
• Other ad hoc duties associated with tenancy management

Key Accountabilities

• Brilliant Basics – To build and maintain strong relationships with all internal departments.
• To ensure all applicable legislation is complied with in delivering services.
• To ensure that all legislative requirements are adhered to and company standards met regarding risk and compliance activity, supply chain management and record keeping.
• Take ownership of both day-to-day maintenance and service requirements to meet the obligations set out and to protect the client's asset.

Communication

• Ensure all customer and client communication, whatever the form, is responded to in a timely fashion and in accordance with the company's customer service standards;
• To provide appropriate form of communication, at each interaction, depending on customer preferences and the matter at hand;
• To actively communicate with colleagues internally, across all departments, to provide a joined up group-wide customer experience.

Customer Experience

• To take individual ownership of the development of an exemplary customer service culture across the portfolio, considering each interaction from the customer's perspective.
• Take ownership of the customer experience through visible and accessible property management services with personal intervention.
• Build relationships with customers in order to manage expectations and where possible shape the services around the customer requirements.
• Seek to continually improve the customer service delivery and ratings thereof, reviewing, responding to, and learning lessons from feedback surveys, implementing change where possible & appropriate.

Our People

• Maximise training and development opportunities, to keep abreast of recent landlord and tenant legislation, safety regulations and the latest management practices engaging fully with development opportunities in order to reach potential and achieve career development.
• Support colleagues in specific areas of expertise to share best practice and support overall team development and knowledge.

Adopt a flexible approach in the team so as to take on other such other duties as the Company or Lettings Services Team Leader may from time to time reasonably require