Lettings Assistant

PMR are seeking an experienced Lettings Assistant to manage the lettings process from the initial enquiry to the moment when a resident chooses to end their tenancy, delivering outstanding customer service at every moment possible.

**Key Accountabilities**:
Lettings & Administration
- Respond to any customer queries and ensure our residents expectations are managed at all times
- Assist with preparation of check-in and check-out reports, completing property inductions with new residents.
- Prepare inventories for apartments and ensure these are returned by new tenants
- Arrange utility registrations & council tax communications after residents move in
- Assist with move in / move out customer journey procedures
- Utilise Yardi property management system to record and navigate tenant information, producing AST contracts and renewal contracts.
- Reporting on feedback provided by team members as part of process development at required times. Including attending and contributing to meetings to help develop these processes.
- Assist with deposit protection scheme set up and releases
- Assist with market surveys, competitor analysis and "open houses"
- Involvement with internal projects to improve lettings/operational processes as required including assisting with training of other team members.
- Direct Let retention
- Monthly Occupancy

Customer Service
- "Host" the Reception area to provide a warm welcome to Residents of the building.
- Communicate effectively and courteously, whether face to face, via telephone or in writing, with residents and colleagues, clearly understanding and responding to their needs
- Ensure resident issues and service requests are addressed within 24 hours
- Promote a neighbourly and community atmosphere, assisting in the planning and delivery of resident events
- Undertake programs to recognise long term residents
- Seek ways to exceed service expectations of residents including contributions to Random Acts of Kindness (RAoK) programme.
- Assisting the Managers resolving customer complaints.
- Providing feedback on the efficiency of customer service process to help develop brand and ways of working.
- Active involvement in obtaining regular 5* reviews for the property.
- Customer satisfaction surveys

Health & Safety
- Comply with regular fire safety and health and safety standards
- Assist in undertaking scheduled flat inspections and recording of same
- Day to day assistance in management of preventive and reactive maintenance
- Adhere to business operating processes, systems and standards
- Assist in monitoring compliance with planned and reactive maintenance procedures, such that buildings are safe for both our residents and our employees
- Assist with the upkeep of the general cleanliness and appearance of the property and report any serious deficiencies regarding curb appeal or hazards to the Resident Manager

**Skills, Qualifications & Experience**:
Essential
- Previous experience in property letting or related business (student accommodation, commercial buildings, hotels)
- Excellent customer service skills
- Demonstrable experience of effective communication both orally and in writing
- Advance skills in the use of business operating systems including Microsoft Office / Property Management Systems
- Positive attitude towards learning and training
- Strong administration and organization skills
- Ability to work independently and with mínimal supervision when carrying out day-to-day responsibilities
- Ability to work weekends and Bank Holidays

Desirable:

- Experience of working in the private residential sector
- ARLA member
- Yardi or similar property system knowledge