Job Description
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Job Title: Lettings & Resident Liaison Officer
Reports to: Property Manager
Department: Property Management & Lettings
Location: Newcastle & Sunderland
Schedule: Monday to Friday, with occasional evenings and weekends for events and viewings
Driving Licence: Full UK Driving Licence and access to a vehicle (essential)
Purpose of the Role
As a Lettings & Resident Liaison Officer, you will be a key part of the Property Management & Lettings team, delivering exceptional customer service and ensuring an outstanding resident experience. You will support all aspects of property lettings and management — from advising clients and managing tenancies to organising resident engagement events and maintaining compliance.
Your focus will be on providing a welcoming, professional, and efficient service while prioritising the safety, welfare, and satisfaction of residents and prospective tenants.
Key Responsibilities
Resident Relations & Customer Service
* Provide a cheerful and professional front-of-house service to all residents, visitors, and prospective tenants.
* Act as the first point of contact for enquiries via email, phone, and in-person interactions.
* Build strong relationships with residents, addressing queries, concerns, and complaints promptly and professionally.
* Promote a positive community atmosphere by organising social, cultural, and wellbeing events.
* Support residents during check-in and check-out processes.
* Be vigilant regarding student welfare and escalate concerns to management when necessary.
Lettings & Tenancy Management
* Advise clients and prospective tenants on the letting process, property features, and tenancy terms.
* Conduct property viewings, promote accommodation, and assist with completing applications.
* Ensure all letting documentation complies with relevant legislation.
* Monitor rent payments, follow up on arrears, and maintain accurate tenancy records.
* Keep up to date with changes in lettings legislation, market trends, and company policies.
Administration & Facilities Support
* Manage booking and return of keys/fobs and process replacements where required.
* Log and monitor maintenance issues, liaising with contractors and the Property Management Team.
* Sort and distribute incoming and outgoing post.
* Maintain accurate records, correspondence, and documentation in accordance with company policy.
* Support health and safety compliance by ensuring visitors and contractors are properly informed and supervised.
* Assist other team members, maintenance staff, and cleaners when necessary to ensure operational efficiency.
Community Engagement & Events
* Independently plan and deliver an annual programme of resident events to foster community engagement.
* Promote student involvement and feedback to enhance service delivery.
* Attend training sessions, meetings, and networking opportunities as required.
Skills & Competencies
* Excellent communication and interpersonal skills
* Strong organisational and multitasking ability
* High standard of customer care and professionalism
* Confident IT user — Microsoft Office (Outlook, Excel, Publisher)
* Sound understanding of property lettings and tenancy procedures
* Good market awareness and ability to meet goals and targets
* Strong problem-solving and complaint-handling skills
* Self-motivated and able to work both independently and as part of a team
* Flexibility to work evenings/weekends for resident events and viewings
Behaviours & Attributes
* Friendly, approachable, and enthusiastic
* Positive attitude and commitment to delivering excellent service
* Professional, reliable, and trustworthy with a high level of integrity
* Resilient under pressure with the ability to prioritise multiple tasks
* Team player who contributes to a supportive, collaborative work culture
* Proactive in suggesting improvements and embracing change
* Respectful of confidentiality and diversity
Health & Safety Responsibilities
* Comply with company Health and Safety policies and procedures.
* Follow Property Fire Safety and Emergency Plans.
* Cooperate with company Health & Safety representatives.
* Undertake Routine Property Inspections
Summary
The Lettings & Resident Liaison Officer plays a vital role in both the operational success of our properties and the satisfaction of our residents. xsngvjr This is a dynamic, customer-facing position requiring excellent communication, organisational, and interpersonal skills, with a passion for providing high-quality service in a fast-paced environment.