Lettings & Tenancy Progression Team Leader

Join to apply for the Lettings & Tenancy Progression Team Leader role at Homes for Students. Base pay range Homes for Students is one of the UK’s leading providers of student accommodation. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Role Overview We are seeking a Lettings & Tenancy Progression Team Leader to lead a high‑performing internal lettings team based in Liverpool. The role requires working 40 hours per week, Monday – Friday between the hours of 8:00am–8:00pm with occasional weekend work. You will drive enquiry conversion, deliver exceptional customer service, and ensure full compliance throughout the tenancy process. You will support business lettings targets across a multi‑brand portfolio, including student HMOs, Build‑to‑Rent (BTR), and co‑living schemes. With strong knowledge of lettings legislation, you will ensure the team is fully trained and consistently follows compliant processes, delivering a seamless and professional customer journey at every touchpoint. You will also identify and resolve barriers to conversion or growth opportunities, working closely with the wider lettings, marketing, and operations teams to maximise performance across the portfolio. Major Duties Team Leadership & Performance Lead, coach, and develop the internal lettings team to meet and exceed KPIs and conversion targets. Monitor team performance, hold regular 1:1s, provide feedback, and implement training plans. Design and run engaging incentive programmes to maintain motivation and performance. Promote a sales‑focused environment that encourages proactive follow‑up and conversion. Ensure all team members are fully trained on company process and policies and are compliant with relevant legislation. Lettings & Tenancy Progression Oversee the end‑to‑end tenancy process, from enquiry to move‑in, ensuring tenants are fully informed throughout. Ensure all enquiries are logged, followed up, and converted effectively across all communication channels. Verify that all legal requirements are met, including Right to Rent checks, Gas Safety Certificates, EPCs, and how to rent guides. Support the team with enquiry handling and preparation and issuing of tenancy agreements and related documentation. Reporting Produce regular reports on enquiries, conversion rates, performance trends, and lettings activity for internal and external stakeholders. Analyse booking patterns to inform strategy and focus areas. Maintain accurate records and update CRM systems consistently. Customer Engagement Support customers across all contact channels (phone, email, live chat, social media). Promote retention by ensuring an excellent customer experience. Collaborate with the operational teams to stay up to date on property features and selling points. The above outlines the main duties and responsibilities of the position. Skills and Qualifications Very strong written English skills for communication with customers. Strong understanding of lettings legislation. Knowledgeable in lettings processes & best practices. Ability to work with minimum supervision and to tight deadlines. Ability to work as part of a team. Excellent organisational and time‑management skills. Negotiating skills. Ability to deal effectively with people at all levels. Personal Qualities Performance/KPI driven. Ability to motivate, inspire, and engage teams. Commitment to equal opportunities. Willing to be flexible and respond to changing circumstances. Positive ‘can‑do’ attitude and quickly established value to the business. What’s On Offer Generous holiday package of 25 days, plus bank holidays. Access to a range of exclusive retail discounts. Special day off for your birthday. Cycle‑to‑work scheme. Two charity days per annum. In order for Homes for Students to work effectively, you may be required to assist with other areas of work and therefore, you should be prepared to undertake other duties appropriate to the post, as delegated by your line manager. If this sounds like the role for you and you have the skills, knowledge and experience required, we would love to hear from you Homes for Students is an equal opportunity employer and a member of Inclusive Employers. We are able to grow and learn better together with a diverse team of employees, so we encourage applications from all backgrounds and communities, and we are more than happy to discuss any reasonable adjustments that you may require. Seniority level Mid‑Senior level Employment type Full‑time Job function Information Technology Industries Consumer Services #J-18808-Ljbffr