Company Overview Ocasa was established to exclusively manage a UK residential property portfolio on behalf of private investment funds. We focus on delivering an exceptional experience to residents living in our quality, yet affordable homes. Role Overview The Head of Lettings (Central Services) will be responsible for leading the Lettings business function and team. The Lettings (Central Services) team perform the following: responsible for enquiry to move in customer workflow: registering prospects, booking viewings, sending applications, processing applications, references, issuing tenancy documentation and prescribed information, managing notices, section 13, section 8 and section 21 documentation, deeds of variation including room changes and incentives Administration of system to ensure occupancy is recorded accurately at all times and all legal documents are recorded to ensure a complete and accurate central record of all leases and occupants Key Responsibilities Lead the Lettings (Central Services) team driving high performance of centralised team, monitoring and reporting on progress against ambitious targets Coach, mentor, and encourage continual development of team members, identifying learning and development opportunities, offering leadership/management, sales and customer service expertise to team members, and leading by example Identify areas of improvement throughout our sales funnel and implementing solutions in order to meet lease-up and stabilised occupancy targets Lead the development and improvement of key systems and software to streamline every stage of our sales funnel In collaboration with other senior management colleagues, take an active lead in leasing meetings Collaborate with Marketing colleagues to develop and drive revenue growth activities such as renewals, ERVs and the sourcing of new opportunities Act as technical subject matter expert in tenancy management legislation, identify legislative, regulatory training requirements and deliver inhouse training and/or coordinate external training with legal council and other suppliers Ensure compliance is maintained for the following items; Selective Licensing, HMO Licensing Ensure we achieve and maintain 100% tenancy compliance to protect our ability to gain vacant possession and act upon tenant breaches Prepare documentation for court cases and represent the company at such proceedings, as required Pre-empt last minute tenant counter claims and prepare evidence to short-circuit court adjournments Ownership of the Kamma platform, ensuring 100% compliance relating to HMO licencing and escalation of any new Article 4 directives to the Capital Projects team and client as relevant Work alongside Business Operations colleagues to develop and improve departmental processes, policies, data integrity and reporting to deliver an exceptional resident experience and department performance Design, collate, provide and present regular formal and ad hoc reports to the board and external stakeholders relating to all performance and risk areas Experience and Qualifications Experience in a senior management role within residential property, leading sales and customer service teams Experience implementing sales strategies and processes to improve sales performance and customer service levels Excellent demonstrable management and leadership experience, with evidence of effective performance management, delegation, coaching teams, and independently resolving team challenges Ability to coach junior level roles within the team on both technical tenancy legislation and customer service styles Demonstrable experience in KPI setting, monitoring and driving high performance Strong working knowledge of the residential lettings industry including all legal obligations, and industry best practice, experience being key technical expert in tenancy legislation Strong working knowledge and experience in property systems and CRM systems e.g. Yardi and Hubspot, experience to include system development Project management experience Strong reporting and presentation skills, evidence of regularly preparing and presenting reports to senior stakeholders e.g. board/C-Level Exceptional communication skills, with the ability to easily build rapport with colleagues at all levels and external stakeholders Attention to detail and willingness to support at high volume periods Problem solver, able to identify improvement to team behaviours, processes and communication styles Collaborative diplomatic leader, able to work well with other senior peers for the benefit of the whole company Passion for providing exceptional customer service and leading by example ARLA or other professional real estate qualification Commercially minded, proactive and strong leadership skills are a must Company Benefits Enhanced Pension 25 days annual leave, plus UK bank holidays Your birthday off Time off to move home Life assurance Group Income Protection Private healthcare via Bupa (taxable benefit) Commitment to your learning and development Employee wellness resources and events Employee Assistance Programme Regular team building events Our Values We have built a business to be proud of and our values are key to our ongoing growth. All Ocasa colleagues are expected to demonstrate our values in their ways of working. Considered We recognise our responsibility to act with a considered approach. It is through careful consideration that we achieve the best outcomes for ourselves and others. Principled We believe in doing the right thing, and we hold our principles closely in everything that we do. Empathetic Empathy is key to creating a culture that’s open, supportive, and kind. Whether it’s working with colleagues, residents, or external parties, we treat everyone with empathy. Knowledgeable We hold ourselves to a high standard, every member of the Ocasa team is an expert at what they do. Additional Information The successful candidate must, by the start of the employment, have permission to work in the UK. We require all candidates that have been offered employment with us to complete a background check that will include eligibility to work in UK, employment referencing, DBS check, and depending on the role, further checks may need to be conducted. We know that to be truly innovative, we need to have a diverse team. That is why Ocasa is committed to creating an inclusive environment and is proud to be an equal opportunities employer. We will make reasonable adjustments to our recruitment process to ensure that you have the best chance of success. Please contact our People team to discuss how we can support you: recruitmentocasahomes.co.uk