Senior Lettings Officer

Pinnacle Group Limited; Greater London; On-site; GBP 38,000 - 48,000; Full time

Benefits offered by this job

Pension plan

Discounts for retailers

Additional leave

Job summary

Pinnacle Group is seeking a Senior Lettings Officer to support the lettings and property management teams in London. You will guide complex nominations, tenancy applications and resident onboarding, acting as the primary contact for difficult cases and ensuring service delivery meets contractual and customer expectations.

The role is full-time with a hybrid pattern and standard hours of 9am-5.30pm, Monday to Friday, offering a supportive team environment and opportunities to develop skills

Qualifications

• Proven experience in lettings or housing management
• Strong knowledge of tenancy processes
• Excellent customer service skills
• Ability to lead and support a high-performing team

Responsibilities

• Provide day-to-day support and guidance to Lettings Officers and Administrators, assisting with queries and complex cases
• Act as the first point of escalation for challenging nominations, tenancy applications, affordability assessments and referencing outcomes
• Support the Lettings Manager in monitoring workloads, void performance and service standards across the team
• Monitor nominations and lettings pipelines to ensure properties are progressed efficiently and void periods are minimised
• Support the Lettings Manager with performance reporting, KPI monitoring and client reporting requirements
• Lead on resolving complex customer enquiries and complaints, ensuring positive outcomes for residents and clients
• Managing choice-based lettings systems to request applicants from Local Authorities in advance of void properties being handed over
• Deputise for the Lettings Manager during periods of absence where appropriate
• Support the Lettings Manager with performance reporting, KPI monitoring and client reporting requirements

Job description

The following content displays a map of the jobs location - London

Pinnacle Group are looking for a Senior Lettings Officer to provide day-to-day operational support to the property management and lettings teams, ensuring the efficient progression of nominations, lettings, tenancy applications and resident onboarding. In this role, you will be the key point of contact for more complex cases, providing guidance and support to colleagues, and help ensure service delivery meets contractual requirements and customer expectations.

Our Homes Division delivers trusted housing management services across Affordable, Private Rented and Leasehold properties. We work with local authorities, registered providers and investors to support thriving communities.

The ideal candidate will have proven experience in lettings, housing management or residential property services, with strong knowledge of tenancy processes, excellent customer service skills and the ability to lead and support a high-performing team in a fast-paced environment.

This full-time role offers a hybrid working pattern. The working hours are 9am-5.30pm, Monday-Friday.

Who We Are

Pinnacle Group is a leading UK private sector provider of housing and neighbourhood services, managing and maintaining communities where people live, learn, work and play.

We’re a people-first organisation with a values driven culture that has remained consistent for thirty years; living through how we treat our employees and our customers.

Who We’re Looking For

We’re looking for someone who, alongside the key criteria below, will sign up to our values of Trust, Respect, Involve, Challenge and Deliver Excellence and will be determined to maintain the confidence of our clients and communities.

Key Responsibilities

• Provide day-to-day support and guidance to Lettings Officers and Administrators, assisting with queries and complex cases.
• Act as the first point of escalation for challenging nominations, tenancy applications, affordability assessments and referencing outcomes.
• Support the Lettings Manager in monitoring workloads, void performance and service standards across the team.
• Monitor nominations and lettings pipelines to ensure properties are progressed efficiently and void periods are minimised.
• Support the Lettings Manager with performance reporting, KPI monitoring and client reporting requirements.
• Lead on resolving complex customer enquiries and complaints, ensuring positive outcomes for residents and clients.
• Managing choice-based lettings systems to request applicants from Local Authorities in advance of void properties being handed over.
• Deputise for the Lettings Manager during periods of absence where appropriate.
• Support the Lettings Manager with performance reporting, KPI monitoring and client reporting requirements

Key requirements

• Prior team leadership experience in a similar setting
• Experience of Affordable Housing in a lettings and property management role.
• Be able to work proactively under own initiative
• Be able to perform a whole range of housing management and administrative tasks.

Our Offer

The more diverse our workforce, the better we can adapt to and reflect the needs of our customers. We welcome applications from all backgrounds – particularly from those who represent the communities we serve.

As a colleague, you will become part of an inclusive culture, where you will have the opportunity to achieve your full potential and enhance your career through learning and development.

We offer a wide range of benefits at Pinnacle Group, dependant on your role or business area, these range from additional leave packages to pension plans and discounts at your favourite retailers: