Lettings Manger - Build to Rent

This role will drive rental revenue in a large residential rental development with communal facilities that include a co-working lounge, gym, gardens, movie room and car park.

The Lettings Manager is responsible for the overall rental performance of the development by maximizing profitability and maintaining brand standards within established operational and budgetary objectives. This includes effective marketing and leasing, efficient administration, expense control, income maximisation, daily management, and training of support staff to always deliver excellent customer service.

This is a customer facing onsite role, responsible for leading the leasing activities to deliver the brand's vision & values in an innovative, efficient manner, providing an excellent quality and high value residential environment for a wide mix of residents, occupiers, and visitors.

Key Responsibilities:

Customer Service

• Represent the brand by providing exceptional service to residents, prospective tenants, contractors, and visitors.
• Communicate effectively and courteously, whether face to face, via telephone or in writing, with residents and colleagues, clearly understanding and responding to their needs.
• Assist in the implementation of the resident events programme to promote community and drive resident engagement within the building.
• Seek ways to exceed service expectations, driving NPS and building reviews on Customer Service platforms such as Google reviews, Trustpilot and Home Views

Leasing & Administration

• Conduct monthly market surveys and have a thorough understanding of competition and current market conditions.
• Remain on-the-pulse to contribute to a dynamic marketing & leasing strategy; providing feedback to the General Manager, Asset & Operations team to recommend rental rates.
• Understand and forecast future end-of-tenancy dates to identify opportunities to re-let quickly, efficiently and minimize void periods
• Lead the lettings team to conduct viewings to prospective residents.
• Liaise regularly with external agents to understand market conditions; ensure they promote the brand and drive best performance.
• React to mystery shopping feedback and coach best practice.
• Ensure enquiries are recorded and responded to in a timely manner, and actively promote referral programs.
• Lead the referencing process to ensure prospective tenant documents are correctly processed, in accordance with company best practice and GDPR regulations.
• Communicate with applicants in a professional manner and review file applications through contract, deposit registration and ensure move ins are well-managed.
• Ensure rents are collected in a timely manner and manage the arrears process.
• Negotiate tenancy renewals in accordance with centralised targets and serve statutory documents such as (but not limited to) Section 8 and Section 21 notices when needed.
• Learn the localised council HMO regulations and ensure compliance, including applying for new licenses and liaising with the Council to provide appropriate documentation.
• Utilize property management software to record transactions and run various operating reports.

Team Management and Development

• Support new members of the team, providing a warm welcome and supporting their development through training, guidance, and mentorship.
• Share knowledge and insight, developing and supporting new initiatives and improved process.
• Contribute and support the growth of company team culture, working in line with the brand values and encourage others to do the same.
• Act as a role model and maintain energy and commitment with the team to be a true ambassador of the business.