Lettings Services Administrator
Location: Worcester / Hybrid
Salary: £23,500 per annum
Hours: Monday to Friday 9am - 5pm
We’re looking to hire a proactive and customer-focused Lettings Administrator to join our Lettings Services team. You’ll play a key role in delivering high-quality administrative support across tenanted properties, ensuring processes run smoothly and efficiently. The role involves regular customer interaction, so we’re looking for someone passionate about service excellence, strong communication, and continuously improving the customer experience.
Core tasks will include the following:
* Maintain an accurate database through the input and update of data on a timely basis and to carry out periodic data validation tests
* Customer contact - clients, tenants, leaseholders, agents and contractors
* Management of the referencing process
* Preparation of tenancy documentation
* Instruction and management of maintenance
* Rent reviews and notices
* Statutory compliance
* Deposit administration in line with current legislation
* Other ad hoc duties associated with tenancy management
Key Accountabilities
Attributes
* Trust - We are open and honest
* Respect - We seek an inclusive environment which promotes empathy and care for each other
* Integrity - We have strong and moral principles. We do as we say
* Innovation - We welcome change as a way to nurture a growth mindset
* Delivery - We work together to deliver the most effective solution in a timely manner
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.