Leasing Operations Manager - Build to Rent

PMR are looking to recruit a Leasing Operations Manager to join our client a leading provider of luxury Build to Rent developments. Reporting directly to the Director, Leasing & Operations, you will work across our client's Build to Rent Developments ensuring that applicants and residents (tenants) have the best experience and consistently deliver the highest levels of customer service, becoming a brand ambassador.

Monday to Friday 8.30am to 5.30pm. Salary up to £50,000 per annum.

Main Responsibilities:

Customer Service

Oversee the daily operations of BTR Leasing journey, ensuring a high level of applicant and resident satisfaction.

Lead delivery of 1st class customer service and resident engagement.

Identify opportunities to enhance service.

Complaint and dispute resolution.

Regular review of customer facing documents such as tenancy agreements, addendums etc.

Regularly review auto responder emails, and update where necessary.

Leasing

Management of Tenancy Progression team, including Move Co-ordinator.

Quarterly auditing of Tenancy Progression files, to feed into quarterly training improvement plans or system/process improvements.

Property Management Software Super User including on-going development and testing.

Account management of 3rd party relationships (Homeppl/TDS/TPO/Spike).

On-going monitoring and development of 3rd party suppliers such as referencing and deposit protection.

Montoring and reporting of application pass rates, trends, and turn around times.

Monitoring of legislative changes and where necessary updating interal processes, documents or training

Reviewing and updating internal SOPs.

Review and retendering of 3rd party contracts.

Ensuring adherence with all compliance and legislative requirements involved in residential lettings.

Develop and implement strategies to minimise void periods.

Keep up to date with local and London rental markets.

Oversee content on Resident portal to ensure it is up to date and in line with company brand.

Ensure on-going compliance with GDPR regulations, conducting regular reviews and working closely with internal data protection team.

Review and maintain adherence with anti money laundering procedures

Monitoring any suspicious activity and submitting and managing SARS reports where necessary.

Supporting day to day operations of Leasing Team.

Supporting day to day operations of Tenancy Progression Team.

General

Working closely with Operations & Facilities Manager.

To carry out any other reasonable duties, as requested by the Director - Leasing & Operations and Operations & Facilities Manager.