Residential Letting Manager

Edinburgh

Salary Guide: £25,000 to £28K (OTE £30K).

Fantastic Opportunity to be part of this extremely professional Property Company.

Our client is looking for an experienced ‘People Manager’ who comes with a solid background in Letting/Property Management.

You may currently be working as a Senior PM together with managing a team – you are a natural ‘people person’ and enjoy motivating and getting the very best from your team. Or your role could be Office Manager of a small Letting Agency…

The Role     

As Letting Manager, you are accountable for ensuring the Portfolio Administrator, Reception and Viewing teams provide an exceptional customer experience. As the people manager of these teams, you are responsible for their employee experience and play a proactive role, as part of the Management & Leadership Team, in making this company a ‘Great Place to Work.’

You demonstrate a clear understanding of, and a shared passion for our clients’ values and work closely with all teams within the branch. Your personal focus is on the continual improvement of operational systems and processes, informed by your expert understanding of the letting customer journey and regulatory requirements. You are accountable for the performance of your team, proactively developing their personal and professional potential and ensuring they achieve their performance KPIs.

You understand the value of our client’s customer data and have an expert knowledge of systems, ensuring the data is accurate and up to date. You actively seek ways to improve the quality and relevance of the customer data so that our client can enhance customer experience and increase customer loyalty, ultimately generating business opportunities both short and long term.

KEY RESPONSIBILITIES

Operational systems and processes

  • Ensure portfolio Administrators meet the specified compliance and safety standards
  • Improving the efficiency and effectiveness at scale of the administration processes to operate, with a focus enhancing team and customer experience
  • Ensures full compliance with the processes, as defined in the letting process manual, to satisfy the regulatory requirements of the Agents Code of Lettings
  • Ensures accurate and timely database management and reporting and completing regular audits of the Letting team (East) data to identify and address issues
  • Oversee  the key management process, ensuring all access to keys is authorised appropriately and accurate key management records are kept
  •  Ensures the viewing process delivers an exceptional customer experience for potential tenants and contributes to minimising void periods and maximising speed to let
  • Ensures the under-offer process is completed diligently and timeously
  • Acts as first point of contact for any complaints that escalate to management, investigating the issue and providing relevant reports / insights to enable swift resolution by senior management team
  • Coordinates maintenance and management of fleet cars
  • Coordinates facilities management of office building
  •  Ensures contractor PI cover etc. is requested at expiry & updated on system
  • Ensures that the new on property process is sense checked and is compliant before market launch

 

Managing a high performing team

Coordinates rota for Portfolio Administrator, Receptionist and Viewing Team to ensure appropriate levels of resource throughout the year.

Accountable for promoting the continuous professional development of your team:

  • Conduct quarterly performance review and regular one to one meetings
  • Identify training and development requirements
  • Provide regular, constructive performance feedback
  • Understand individual strengths and create a coaching culture that encourages your team to develop their strengths and realise their personal goals
  • Demonstrate awareness and support of individuals and team wellbeing

KEY REQUIREMENTS

 

  Essential Desirable
Education and Qualifications
  • Driving Licence
  • NFOPP
Experience and

Technical skills

  • Minimum of 2 years’ experience in people management role
  • Detailed knowledge of the PRS
  • Experience of managing a property portfolio, in a property manager or similar role
  • Proven ability to develop and improve operational systems & processes
  • Proven ability to effectively operate and manage a database platform
  • Line management experience
  • Expert in the use of MS Office (Word, PowerPoint, Excel, Outlook)
  • Detailed Knowlegde of the Edinburgh Lettings market
  • Use of Reapit database
Behavoural Comptenencies
 

  • Judegement
  • Ethics & integrity
  • Customer focused
  • Problem solving
  • Effective communicator
  • Effective under pressure
  • Team work
  • Organisational ability
  •  People management

 

 
     

 

  • Apply here