Lettings Property Manager
Hours: Monday - Friday 9 till 5
Location - Worcester/Hybrid
Responsible for the performance of the customer focused property management services. Provide the day to day drive to deliver best in class services in an efficient and cost-effective way. The job holder will be passionate about service delivery and ensure all activity is focused on adding value to our customer experience. The role will involve extensive customer interactions working to continually evolve and improve our service in line with our customers' expectations.
Particular aspects of the job will include:
- Tenant and client liaison
- Repairs and maintenance management
- Marketing of void properties and asset management
- Management of rent reviews and notices
- Contractual property inspections
- Statutory compliance
- Legislative reviews and updates
- Formal training, where necessary, to meet legislative requirements
- Client reporting
Key Accountabilities
- To build and maintain strong relationships with all internal departments.
- To work together with other departments within the organisation to identify any process improvements and improve standards, efficiency, and profitability.
- Ensure all applicable legislation is complied with in delivering services.
- To ensure that all business/client KPI's are met, legislative requirements are adhered to and company standards met regarding site inspections, risk and compliance activity, supply chain management and record keeping.
- Take ownership of both day-to-day maintenance and service requirements, as well as longer term maintenance requirements in order to meet the obligations set out and to protect the client's asset.
Communication
- Ensure all customer and client communication, whatever the form, is responded to in a timely fashion and in accordance with the company's customer service standards.
- To provide appropriate form of communication, at each interaction, depending on customer preferences and the matter at hand;
- To actively communicate with colleagues internally, across all departments, to provide a joined up group-wide customer experience.
Customer Experience
- To take individual ownership of the development of an exemplary customer service culture across the portfolio, considering each interaction from the customer's perspective.
- Take ownership of the customer experience through visible and accessible property management services with personal intervention.
- Build relationships with customers in order to manage expectations and where possible shape the services around the customer requirements.
- Seek to continually improve the customer service delivery and ratings thereof, reviewing, responding to, and learning lessons from feedback surveys, implementing change where possible & appropriate.
- Deliver effective and efficient complaint handling, with empathy and understanding.
Client Experience
- Develop robust client relationships, understanding their expectations and ensuring that services are organised to meet those expectations.
- To provide appropriate reporting and communication, including meetings, in line with client requirements and expectations.
- Deliver a programme of regular and proactive client update reporting.
- Take a longer-term view of the maintenance of the client's asset and where possible seek to identify opportunities to enhance asset values.
Our People
- Maximise training and development opportunities, to keep abreast of recent landlord and tenant legislation, safety regulations and the latest management practices engaging fully with development opportunities in order to reach potential and achieve career development.
- Support colleagues in specific areas of expertise to share best practice and support overall team development and knowledge.
- Adopt a flexible approach in the team so as to take on other such other duties as the Company or Lettings Services Manager may from time to time reasonably require.
Qualifications
Preferred ARLA Propertymark Level 3 Award in Residential Letting and Property Management