Campions Group
Lettings Services Team Leader
Location: Worcester
Salary: £32,000 per annum
Contract: 12 month FTC
Hours: Monday - Friday, 9am to 5pm
Purpose of Role
Responsibility for the performance of the team whom will be delivering property management services. Provide the day to day drive to deliver best in class services in an efficient and cost-effective way. The job holder will be passionate about team leadership, service delivery and ensure all activity is focused on adding value to our customer experience and to the team. The role will involve extensive team interactions working to continually evolve and improve our service in line with our customers' expectations. Work closely with other Team Leaders to ensure the team are up to date with inductions, training and procedures.
Particular aspects of the job will include:
* Lead team of Lettings Property Managers and Lettings Services Administrators to ensure delivering the best service to all Clients and stakeholders
* Statutory compliance management
* Reporting to Lettings Operations Manager the team stats eg workload, compliance etc
* Tenant and client liaison in regards to escalated complaints and issues
* Ensuring all training needs are met for the team
* Setting and delivering of team KPIs
* Legislative reviews and updates, ensuring team are up to date and adhering to any changes
* Formal training, where necessary, to meet legislative requirements
Key Accountabilities
* To lead strong relationships with your team and all internal departments.
* To work together with other departments within the organisation to identify any process improvements and improve standards, efficiency, and profitability.
* Ensure all applicable legislation is being implemented and adhered to by the team
* To ensure that all business/team KPI's are met, legislative requirements are adhered to and company standards met regarding site inspections, risk and compliance activity, supply chain management and record keeping.
* Take ownership of team improvements, training needs, induction plans, consistent reviews of all procedures based on relevant property management system
* Lead from the front in all areas
Communication
* Ensure all customer and client communication, whatever the form, is responded to by the team in a timely fashion and in accordance with the company's customer service standards.
* To provide appropriate form of communication to the Lettings Operations Manager and Head of Lettings Services
* To actively communicate with colleagues internally, across all departments, to provide a joined up group-wide customer experience.
Customer Experience
* To take individual and team 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 delivery of your team, through visible and accessible property management services with personal intervention.
* Build relationships with the team in order to manage expectations and where possible shape the services around the customer requirements.
* Seek to continually improve the customer service delivery provided by yourself and the team by reviewing, responding to, and learning lessons from queries or concerns, implementing change where possible & appropriate and training needs of the team.
* Deliver effective and efficient complaint handling, with empathy and understanding.
Client Experience
* Develop robust team relationships, to ensure they understand their Clients expectations and ensuring that services are organised to meet those expectations.
* To provide appropriate reporting and communication, including meetings, in line with team requirements and expectations.
* Deliver a programme of regular and proactive client update reporting, to be delivered by the team.
* Take a longer-term view of the maintenance of the client's asset and where possible seek to identify opportunities to enhance asset values
Our People
* Maximise training and development opportunities, to keep abreast of recent landlord and tenant legislation, safety regulations and the latest management practices engaging fully with development opportunities in order to reach potential and achieve career development.
* Support team in specific areas of expertise to share best practice and support overall team development and knowledge.
* Adopt a flexible approach in the team so as to take on other such other duties as the Company or Lettings Operations Manager may from time to time reasonably require.
Qualifications
Preferred ARLA Propertymark Level 3 Award in Residential Letting and Property Management