Position Summary
The Lettings Manager will proactively drive business growth within the estate agency market,
focusing on generating valuations and lettings within the branch. This involves actively generating
leads, managing lettings staff, and effectively managing their own time and diary to optimize
branch resources. The role requires a strong emphasis on accuracy, attention to detail, and
delivering exceptional customer service to build and maintain positive relationships with clients
and colleagues. Meeting and exceeding targets and objectives are key responsibilities of the role.
Principal Responsibilities
1. Business Development and Marketing:
- Actively pursue new business opportunities following established strategies.
- Develop and implement marketing and canvassing plans to attract potential landlords and
- tenants.
- Analyse market trends and customer needs to tailor services and offerings accordingly.
- Maximise business opportunities by promptly responding to website and online property
- portal enquiries.
- Drive lead generation through collaboration with third-party suppliers such as insurances
- and utilities.
- Provide detailed reports on a weekly/monthly basis about the business in line with KPIs to
- track progress and inform senior manager with the information.
2. Training, Coaching and Leadership:
- Provide in-branch training and coaching sessions to staff to enhance their skills and
- knowledge.
- Conduct one-to-one ongoing and annual reviews according to company standards to ensure
- continuous improvement.
- Ensure compliance with internal procedures and systems from registering applications to
- post-move-in processes.
- Facilitate ongoing staff development to ensure high levels of professionalism and customer
- service.
- Involved in all management activities regarding budgets, training, recruitment etc
- Undertake regular 1-2-1 performance reviews.
3. Customer Service and Administration:
- Handle day-to-day general enquiries, both face-to-face and over the telephone, promptly and professionally.
- Ensure all enquiries and administrative tasks are completed accurately and in a timely manner.
- Maintain comprehensive records of all interactions and transactions on the designated software system.
- Provide exceptional customer service throughout the tenancy lifecycle, from initial enquiries to check-out procedures.
- Implement company training via the portal and ensure staff participation to reinforce learning and skill development
4. Compliance and Legal Responsibilities:
- Ensure compliance with all relevant legislation and regulations governing the lettings industry.
- Oversee the completion of all appropriate sections of checklists and documentation to meet legal requirements.
- Manage landlord updates and ensure effective communication regarding property management matters.
- Uphold compliance with The Property Ombudsman Code of Practice and other industry standards.
- Regularly review and update internal processes and systems to ensure compliance and efficiency.
- Any ad hoc requests made by senior management
Experience / Qualities Required
- Previous experience in a similar role within the UK estate agency industry.
- Strong understanding of lettings regulations and legal requirements.
- Excellent communication and interpersonal skills.
- Proven track record in business development and achieving sales targets.
- Ability to lead and motivate a team to deliver exceptional results.
- Proficiency in relevant software systems and technology.
- Attention to detail and strong organizational skills.
- Relevant qualifications such as ARLA Propertymark membership or equivalent are desirable.
- Previous People Management experience (desirable)
