Overview
Leading strategic business development and marketing efforts to drive growth, oversee the creation and execution of high-impact campaigns, and analyse market trends to tailor services. Your responsibilities include maximizing lead generation, managing key partnerships, and presenting performance reports to senior management.
Responsible for staff training and development, ensuring adherence to best practices and exceptional customer service. This role involves overseeing compliance with legal and regulatory requirements, managing landlord communications, and refining internal processes to maintain efficiency. Additionally, handling any ad hoc requests from senior management, ensuring alignment with the company’s strategic objectives.
Principle Responsibilities
Business Development and Marketing:
- Spearhead the development and execution of strategic plans to identify and capture new business opportunities.
- Oversee marketing campaigns and outreach initiatives to attract high-value landlords and tenants.
- Conduct in-depth analysis of market dynamics and emerging trends to refine service offerings and drive business growth.
- Ensure swift and effective response to high-potential leads from digital platforms and property portals to maximise conversion rates.
- Forge and manage relationships with external partners, including insurance and utility providers, to enhance lead generation and service delivery.
- Prepare and present detailed performance reports and analyses on a regular basis to senior management, highlighting key metrics and strategic insights.
Leadership, Training, and Development:
- Lead comprehensive training programs and coaching initiatives to elevate staff performance and expertise.
- Conduct strategic performance reviews and appraisals to drive continuous professional development and operational excellence.
- Oversee adherence to internal processes and best practices, ensuring exceptional execution of all stages from application registration to post-move-in support.
- Champion staff development programs, ensuring adherence to high standards of professionalism and exceptional customer service.
- Participate actively in senior management activities, including budget oversight, staff training, and recruitment processes.
- Facilitate regular one-on-one performance reviews to support team growth and address development needs.
Customer Service and Administration:
- Deliver superior customer service across all touchpoints, from initial inquiries to end-of-tenancy procedures, ensuring an exceptional experience.
- Oversee the accuracy and timeliness of all administrative tasks and customer interactions, maintaining high standards of service.
- Ensure meticulous documentation and management of all customer and transaction records using designated software systems.
- Oversee the delivery of company training programs and ensure staff engagement to reinforce skills and service standards.
Compliance and Legal Responsibilities:
- Ensure the business adheres to all relevant legal and regulatory requirements within the lettings industry, leading compliance initiatives.
- Supervise the accurate completion and management of all compliance documentation and checklists.
- Manage communication and updates with landlords, ensuring effective property management and compliance with legal obligations.
- Maintain strict adherence to The Property Ombudsman Code of Practice and other industry standards, updating internal processes as necessary.
- Regularly review and refine internal processes to enhance compliance and operational efficiency.
Address and manage any ad hoc requests from senior management, ensuring alignment with strategic goals and operational needs.
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)
