Contact Centres – Customer service
Our Corporate Team is looking for a dynamic Lettings professional that can drive the performance of our Lettings portfolios. Our department works with Investors and Institutional clients, letting and managing medium to large-scale portfolios. We are seeking candidates that have at least 1 year’s experience in a branch-based Estate Agency environment to join our team. This is an office-based role and the performance will depend on your ability to build strong relationships with our various branches, working with the lettings teams to generate the best outcome for our clients and then ensuring the lettings applicants receive an excellent service from the moment their offer is accepted to the handing over of keys.
Key Responsibilities
* Undertake duties in line with signed Service Level Agreements, with particular focus on the letting of properties.
* Identify and instruct the appropriate marketing branch(es).
* Monitor the marketing of the property and check that the branch has completed all appropriate marketing including internet advertising, adding the property to the branch mailing list, erecting a To Let board (where appropriate) and placing the property in the branch window display.
* Obtain a weekly update from the marketing branch regarding viewing numbers and feedback.
* Instigate price reductions if necessary to ensure that no property is on the market for more than 30 days.
* Instruct a second marketing agent if necessary to secure a let within the terms of the Service Level Agreement.
* Manage the negotiation of any offer received between the client and the prospective tenant.
* Obtain references for all prospective tenants via the online referencing system.
* Obtain suitable identification and proof of residency for all applicants.
* Draw up Tenancy Agreements and other relevant legal documentation as required.
* Arrange an inventory and check in for each move in.
* Process the payment of initial monies prior to move in.
* Ensure that all processes have been completed prior to the commencement of the tenancy.
* Prepare the file ahead of the handover to the property management department.
* Complete a success form and inform client accounting and the CSM of the new let.
* Process all invoices relating to letting fees and inventories/check-ins in line with the works order process.
* Document all actions on Eurolink.
Job Purpose / Objective
* Let all vacant properties as quickly as possible and within the terms of the Service Level Agreement.
* Ensure that all documentation and statute requirements are met in the correct time frame.
* Be committed to achieving or exceeding own, team, department, and company targets.
Ongoing Functional Knowledge Requirements (Training Provided)
* A thorough knowledge of the company’s Service Level Agreements and Tenancy Agreement is essential.
* A full understanding of the implications of the:
* Gas safety (installation and use) Regulations 1998
* Electrical Equipment (safety) Regulations 1994
* Furniture & Furnishings (fire) (safety) Regulations 1998
* Good understanding of Housing Act 1998 (as amended)
* Good understanding of S11 of the Landlord and Tenant Act 1998
* Working knowledge of Customer Relationship Management techniques.
* Working knowledge of relevant processes, policies, and standards.
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