The Purpose
This role plays an important part in achieving full occupancy and excellent customer experience for prospective and actual tenants.
The Assistant Leasing Manager is responsible for supporting the rental performance of the building, while meeting the service requirements of residents with excellent customer service.
This is a customer-facing onsite role, dealing with first-line leasing enquiries from applicants and residents in line with the brand's vision and values, deputising for the Lettings Manager in their absence, providing guidance on the lettings journey to other team members, and providing an excellent quality and high value residential environment for a wide mix of residents, occupiers, and visitors.
Key Responsibilities
Leasing & Administration
Conduct viewings to prospective tenants
Consistently deliver the brand's leasing standards
Oversee the referencing process to minimise delays, keep abreast of live reference checks, and improve efficiency where needed
Train new members of the team on lettings processes and procedures
Role model best-practice leasing techniques and approach for team members
Contribute with energy and commitment to achieving lettings targets, consistently working to close lettings and support the Lettings Manager in achieving leasing goals
Understand the local rental market by conducting regular mystery shopping and competitor analysis
Implement and support branded marketing campaigns
Respond to email/phone enquiries in a timely manner and follow the rental customer journey to ensure a high conversion of enquiries to viewings and lettings
Process resident applications including completion of background and credit checks
Assist with deposit protection scheme set-up and releases
Assist with preparation of check-in and check-out reports
Ensure tenancy agreements and moving-in money statements are completed accurately by the leasing team and provide approval for them to be issued
Assist with the collection of rents, ensuring collection and deposit on a timely basis
Support in the serving of statutory notices such as but not limited to Section 21s, Section 8s & Section 13s as appropriate
Provide renewal and price increase notices to residents in an accurate, friendly & compliant manner
Utilise the property management system (Yardi) to record various transactions and operating reports as required
Assist with market surveys and "open houses"
Weekly reporting of leasing statistics to a wider team
Key Performance Indicators: Direct Let Retention · Monthly Occupancy · Viewings and Mystery Shopping Feedback · Arrears % · Bad Debt %
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
Always seek ways to exceed residents' service expectations
Deal with complex lettings queries escalated from the Lettings Administrator
Ensure resident issues and service requests are addressed within 24 hours
Assist in promoting a neighbourly and community atmosphere including participating in the resident events programme
Be a true ambassador of the brand and what it stands for
Key Performance Indicators: Customer satisfaction surveys · Resident Engagement · NPS (Net Promoter Score) · Resident retention and referrals · Customer Service Reviews
Qualifications, Experience and Role Requirements
Demonstrates honesty, integrity and intelligence
Experience in a property lettings or related business (student accommodation, serviced apartments etc.)
Strong sales skills and confidence in promoting a product
Awareness of the Renters Rights Bill and experience in handling tenancy compliance
Proven track record of meeting sales targets
Excellent customer relationship skills and attention to detail
Excellent organisation and administration skills
Clear and effective communication skills, verbally and in writing
Intermediate IT skills including Microsoft Office and property management systems
Team player with a willingness to support others
A positive, "can-do" attitude with a desire to learn and achieve outstanding results
Ability to work independently on a day-to-day basis
Ability to work weekends and public holidays in line with the rota
Ability to work across different buildings if required
Experience of working in the BTR or private residential sector
ARLA qualification
Knowledge of Yardi property management system or similar system
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