Lettings and Resident Liaison Officer

Job Description 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. 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.

Created: 2025-12-17