Franchise Support Coordinator
Full-time. Permanent
ROLE PURPOSE:
Reporting to the Operations Manager, ensure that all activities relating to property sales and lettings are undertaken in an efficient and courteous manner and in line with company procedures. The role also involves investigating queries raised by Franchisees on a daily basis, resolving these or escalating as applicable. We are looking for people with a positive and enthusiastic attitude who can provide fantastic customer service. In exchange you will have the opportunity to grow and learn within this expanding organisation.
RESPONSIBILITIES:
The below is an indication of the tasks which form this role
Provide first line resolution of all issues and questions relating to our in-house CRM system and other third party systems as required in relation to sales and lettings
Handle incoming enquiries from tenants, Franchisees and their teams by phone or email, ensuring they are responded to appropriately and that a high level of service is provided at all times
Liaise with relevant team members to resolve any reported issues/problems
Set up new rental properties on in-house systems accurately, in preparation for tenancy processing
Process move-ins for all new tenants ensuring that they receive the appropriate paperwork and that direct debits are set up and deposits are lodged in line with legal requirements and company processes.
Process all notice givens and move-outs, ensuring leaving tenants are provided with a final rent statements and direct debits are cancelled/amended as applicable. Ensure any card payments required for final rents are collected.
Lodge deposits and issue prescribed information as required
Enter payments on to client accounting systems ensuring they are allocated to landlords/tenants as applicable
Make payments to landlords and/or suppliers as required
Monitor housing benefit payments ensuring they are received and allocated to tenant's accounts, where discrepancies occur liaise with housing benefit offices to resolve
Investigate and resolve queries relating to landlord and supplier payments
Organise annual gas checks, ensure Franchisees are informed of any works required and certificates are uploaded
Take responsibility for the recovery of rent arrears, ensuring all appropriate policies and procedures are followed.
Monthly stationery and catering supplies ordering
Undertake any other tasks as requested by the Operations Manager in order to fulfil the needs of the business
Attendance at conferences and shows as required (once or twice a year typically)
DEVELOPMENT
To attend/undertake any relevant training courses in order to improve administration efficiency within the department or as legally required within the Sales & Lettings Industry.
To build and maintain relationships within the head office team, Franchisees and third-party providers
To gain a thorough understanding of the workings of the Company and where possible make suggestions for improvements.
PERSON SPECIFICATION
Excellent organisational ability, able to multi-task and work to deadlines
Excellent written & verbal communication skills
Ability to work on own initiative
Confidence in dealing with suppliers and resolving any issues
Able to prioritise own workload
Confident with new technology and learning new systems
Excellent written and verbal communication skills and able to build rapport with ease
Proactive approach, team orientated whilst able to use own initiative
Thrives working in a busy role to set deadlines
Strong administration and problem-solving skills with a keen eye for detail
Professional and personable, with a good sense of humour
Keen to develop your skills, experience and career
A flexible approach with a willingness to take on a diverse range of duties
A positive and enthusiastic attitude with a commitment to providing fantastic service and going the extra mile is essential
EXPERIENCE, QUALIFICATIONS, TRAINING, PROFESSIONAL MEMBERSHIPS OR ACCREDITATIONS
GCSE English & Maths or equivalent at Grade C or above (or equivalent)
A background in lettings with a good understanding of the lettings process would be advantageous but is not essential
Experience troubleshooting system issues
Knowledge of basic accounting principles, particularly in relation to client accounting in the Lettings industry would be an advantage.
HOURS
Mon - Fri: 9am to 5pm