Lettings Team Leader

urbanbubble; Manchester; On-site; GBP 35,000 - 50,000; Full time

Benefits offered by this job

Birthday day off

Wellbeing hour

Enhanced annual leave

Pension & medical cover

Enhanced family leave & sick pay

Job summary

urbanbubble, in partnership with Starlight, seeks a Lettings Team Leader to guide the lettings journey from enquiry to move-in across a growing Build to Rent portfolio. You’ll lead a high-performing team, optimise occupancy, conversions and resident satisfaction while ensuring compliant tenancy administration and outstanding customer service.

Reporting to the Starlight-led operation, you’ll collaborate with General Managers and operations to maintain premium service standards and drive

Qualifications

• Previous experience within residential lettings, Build to Rent, estate agency, student accommodation or a similar environment.
• Experience leading, coaching or mentoring a team.
• Strong understanding of the lettings process and tenancy administration.
• Excellent customer service and relationship-building skills.
• Strong organisational and administrative abilities with excellent attention to detail.
• Experience working with CRM or property management systems.
• Ability to prioritise multiple tasks in a fast-paced environment.
• A proactive, positive and solution-focused approach.
• Experience within the Build to Rent sector.
• Experience supporting multiple developments or communities.

Responsibilities

• Oversee end-to-end lettings journey from enquiry to move-in.
• Monitor lettings pipeline and manage enquiries effectively.
• Drive occupancy and conversion performance across the portfolio.
• Support resident retention initiatives.
• Deliver professional, personalised and seamless experiences at every stage.

Skills

Residential lettings

Team leadership

CRM systems

Build to Rent

Customer service

Organisation

Job description

At urbanbubble, we believe cities should be vibrant, fun, and full of life. We're all about creating welcoming communities where people feel truly at home.

We've partnered with Starlight to operate a growing portfolio of exceptional Build to Rent communities, and we're now looking for a Lettings Team Leader to help shape the resident journey from first enquiry through to move-in.

This role will be employed by Starlight, with urbanbubble responsible for the day-to-day management of the lettings function, team development, and customer experience. You'll work closely with both teams, benefiting from urbanbubble's culture and expertise while playing an important role in supporting Starlight's continued growth.

If you're passionate about people, love delivering exceptional customer experiences, and enjoy leading high-performing teams, we'd love to hear from you.

What you'll be doing?

As Lettings Team Leader, you'll be responsible for leading our lettings team and ensuring an outstanding experience for every prospective resident.

You'll oversee the full customer journey, helping to maximise occupancy, conversion rates and resident satisfaction across our communities. Alongside coaching and developing your team, you'll ensure processes are efficient, compliant and consistently delivered to a high standard.

Working closely with General Managers and operational teams, you'll help drive leasing performance while maintaining the premium service standards our residents expect.

Lettings Performance & Customer Experience

• Oversee the end-to-end lettings journey from initial enquiry through to move-in
• Monitor the lettings pipeline and ensure enquiries are managed effectively
• Drive occupancy and conversion performance across the portfolio
• Support the delivery of resident retention initiatives
• Ensure prospective residents receive a professional, personalised and seamless experience at every stage
• Work closely with operational teams to identify opportunities to improve the customer journey

Compliance & Administration

• Ensure all tenancy administration and referencing activities are completed accurately and compliantly
• Maintain accurate records across relevant systems and databases
• Support the preparation of tenancy agreements, move-in documentation and resident communications
• Ensure compliance with relevant lettings legislation, internal policies and operational processes
• Monitor team adherence to agreed standards and procedures
• Lead, coach and support the Lettings team to deliver excellent performance and customer service
• Create a positive, collaborative and high-performing team culture
• Conduct regular one-to-ones, coaching conversations and performance reviews
• Support the onboarding and development of new team members
• Share best practices and drive continuous improvement across the lettings function

Process Improvement and Reporting

• Review lettings processes and identify opportunities to improve efficiency and service delivery
• Produce and analyse lettings performance reports
• Monitor key performance indicators including enquiries, viewings, conversions and occupancy
• Provide insights and recommendations to improve performance
• Support wider business initiatives and projects as the portfolio continues to grow

What we're looking for

• Previous experience within residential lettings, Build to Rent, estate agency, student accommodation or a similar environment
• Experience leading, coaching or mentoring a team
• Strong understanding of the lettings process and tenancy administration
• Excellent customer service and relationship-building skills
• Strong organisational and administrative abilities with excellent attention to detail
• Experience working with CRM or property management systems
• Ability to prioritise multiple tasks in a fast-paced environment
• A proactive, positive and solution-focused approach
• Experience within the Build to Rent sector
• Experience supporting multiple developments or communities

What's in it for you

You'll play an important role in supporting a growing portfolio and helping shape the resident experience across Starlight communities, with the backing, support and expertise of urbanbubble alongside Starlight.

You'll also have access to a great range of benefits, including:

• Birthday day off, wellbeing hour & enhanced annual leave
• Pension & medical cover
• Enhanced family leave & sick pay