The NRLA: Who we areThe UK's largest membership organisation for private residential landlords, the National Residential Landlords Association (NRLA) supports and represents more than100,000 members across England and Wales.Created by landlords, for landlords, it offers investors everything they need to run a successful and compliant lettings business, whether they are full-time property professionals running large portfolios or accidental landlords with a single let.The NRLA is a trusted ally, on hand to guide members through the complex regulatory environment, with all the essential documents and guidance needed to run a successful and fully compliant business.A truly member-first organisation, innovation is at the heart of what we do and have invested in and developed new proptech solutions for members, including the acquisition of property safety certification firm Safe2 and the development of property management system Portfolio.A dynamic and fast-paced organisation, the NRLA is a great place to work, and it is not just us saying that, we have Investors in People Gold status to prove it. The association was also named one of the best companies to work for in the UK in a list compiled by The Sunday Times.Our enthusiastic and ambitious staff work out of offices in Central Manchester and Central London with hybrid working options available. Colleagues typically work from home four days a week with one day in the office.We are looking for colleagues who are professional, adaptable, and innovative. In return we offer an inclusive and creative working environment with attractive options for training and career development and a competitive salary and benefits package.The NRLA package:25 days annual leave increasing to 26 days with three years’ service, 27 days with five years’ service and 28 days with seven years’ serviceAdditional annual day off for your birthdaySalary exchange Pension schemeLife assuranceCash plan health and wellbeing benefit including Employee Assistance Programme and counselling serviceSick payCycle purchase loans, season tickets loans and interest free staff loansComplimentary NRLA membershipNon contractual annual performance-related bonus scheme Enhanced maternity and paternity payPlease note the hours for this role: 8:30am - 5:30pm, Monday to Friday and 9am - 1pm Saturday (1 in 3 Saturdays per month)DUTIES AND RESPONSIBLITIESAdvising Landlord MembersAnswering calls from members providing a consistent and informed response to detailed queries about the private rental sector (PRS)Log details of calls for future referenceAnswering queries from members via other methods of contact (email, live chat, online forum etc.)Achieve the required standards of performance based on KPIs including call answer rates and maintain high levels of satisfaction, measured through feedback, call assessments and other measuresActively listen and respond with practical solutions and focused adviceProvide supplemental information/resources to support the advice provided including signposting to third party services or trainingLiaise with other departments and carry out any other general duties as requiredInternal ProcessesContribute to identifying gaps or inconsistencies within the NRLA knowledge base and developing content to rectify theseFeedback issues that landlords are facing to colleagues to ensure that consistent messaging / content can be developed and represents the NRLA viewPropose improvements to NRLA content to improve the member journey and internal processesBe proficient in technologies that support the team including CRM, phone systems and navigation of the websiteDemonstrate a sound understanding and use of team processes, suggesting improvements when identifiedEnsure compliance with relevant legislation at all times including GDPRPersonal DevelopmentIdentify development needs on the Private Rental Sector, including legislation and use content available (via the NRLA website/ CPD / self- learning / accreditation etc.) to self-learn, refresh and review knowledgeActively attend and participate in knowledge sharing and workshop activities including regular training courses that will enhance knowledge in the organisationEnsure call assessments are to a set standardCall handling skills held to a set standardCustomer service skills held to a set standardPERSON SPECIFICATIONQualificationsEducated to GCSE level, or equivalent, as a minimum and must include English and MathsSkills & AbilitiesExcellent interpersonal skills and communication skillsExcellent customer service skillsProfessional telephone manner with the ability to build a rapport and keenness to help others from an advisory capacity including signposting and supporting membersGood knowledge of Microsoft Office and similar packages and able to work with and adapt to new technologiesAbility to work successfully within a team or on own initiativeBe able to demonstrate an excellent attention to detailAbility to work under pressureAble to digest information quickly and translate to members in a clear mannerExperienceExperience of the private rental sector or social housing either from local authority, working for a letting agency or property management company, or through being a landlordExperience of working in an administration/ office environment or home workingExperience of dealing with the public with regards to listening skills and resilienceKnowledgeUnderstanding of Landlord and Tenant LawKnowledge of Private Rented SectorMust be familiar with the General Data Protection Regulations (GDPR)Personal AttributesMust be self-organised and represent the NRLA and work in a professional and confidential mannerAbility to work within a team as well as individually and under pressure at times of high demand