As the Lettings & Tenancy Progression Team Leader, you will lead a high-performing internal lettings team, driving enquiry conversion, delivering exceptional customer service, and ensuring full compliance throughout the tenancy process. Your leadership will play a key role in supporting business lettings targets across a multi-brand portfolio, including student HMOs, Build-to-Rent (BTR), and co-living schemes. With strong knowledge of lettings legislation, you will ensure the team is fully trained and consistently follows compliant processes, delivering a seamless and professional customer journey at every touchpoint. You will also play a vital role in identifying and escalating any barriers to conversion or growth opportunities, working closely with the wider lettings, marketing, and operations teams to maximise performance across the portfolio. Major Duties: Team Leadership & Performance Lead, coach, and develop the internal lettings team to meet and exceed KPIs and conversion targets. Monitor team performance, hold regular 1:1s, provide feedback, and implement training plans. Design and run engaging incentive programs to maintain motivation and performance. Promote a sales-focused, environment that encourages proactive follow-up and conversion. Ensure all team members are fully trained on company process and policies and are compliant with relevant legislation. Lettings & Tenancy Progression Oversee the end-to-end tenancy process, from enquiry to move-in ensuring tenants are fully informed throughout. Ensure all enquiries are logged, followed up, and converted effectively across all communication channels. Ensure compliance - verify that all legal requirements are met, including Right to Rent checks, Gas Safety Certificates, EPCs, how to rent guides etc… As needed support the team in enquiry handling and preparing and issuing tenancy agreements and related documentation. Reporting Produce regular reports on enquiries, conversion rates, performance trends, and lettings activity for both internal and external stakeholders. Analyse booking patterns to inform strategy and focus areas. Maintain accurate records and update CRM systems consistently. Customer Engagement Support customers across all contact channels (phone, email, live chat, social media). Promote retention by ensuring excellent customer experience. Collaborate with the operational teams to stay up to date on property features and selling points. The above outlines the main duties and responsibilities of the position, however, this cannot be comprehensive, and other duties may be requested from time to time. Skills and Qualifications Must have very strong written English skills for communication with customers. ARLA Level 3 qualification required. Strong understanding of lettings legislation. Knowledgeable in lettings processes & best practices. Ability to work with minimum supervision and to tight deadlines. Ability to work as part of a team. Excellent organisational skills and time management skills. Negotiating skills. Ability to deal effectively with people at all levels. Personal Qualities Must be performance/KPI driven. Must be able to motivate, inspire and engage teams. Commitment to equal opportunities. Willing to be flexible and respond to changing circumstances. Demonstrate a positive ‘can do’ attitude and become quickly established to add value to the business. What’s On Offer Generous holiday package of 25 days, plus bank holidays, to recharge and enjoy life outside of work. Access to a range of exclusive retail discounts to make your money go further. Take your special day off! Enjoy your birthday with a well-deserved break from work. Stay active and eco-friendly with our cycle-to-work scheme. Make a difference in the community with 2 charity days per annum. In order for Homes for Students to work effectively, you may be required to assist with other areas of work and therefore, you should be prepared to undertake other duties appropriate to the post, as delegated by your line manager. If this sounds like the role for you and you have the skills, knowledge and experience required, we would love to hear from you! Homes for Students is an equal opportunity employer and a member of Inclusive Employers. We are able to grow and learn better together with a diverse team of employees, so we encourage applications from all backgrounds and communities, and we are more than happy to discuss any reasonable adjustments that you may require.