Senior / Lead Property Manager
Package
Competitive hourly rate
Bonus Structure for Solicitor and Mortgage Referrals
25 Days Annual leave plus Bank holidays (pro-rata)
Bonus Holiday days over Christmas
Long service benefits every 5 years
Birthday Holiday
Volunteer Day
Enhanced Maternity/Paternity Pay
Discounted Estate Agency Fees
Seasonal Employee Events
Overall Objective
To oversee and effectively manage an allocated portfolio of Residential Rental Properties on behalf of key landlords, from instruction through to letting, and subsequent management.
Possessing excellent communication & customer service skills the individual will be required to proactively oversee the letting of properties ensuring marketing meets required standards, undertaking diligent vetting of tenants and drafting of legal papers. Management duties will include overseeing compliance, lease renewals & rent reviews, reporting to the client on mid-term inspections, and ensuring repairs maintenance in a timely manner in line with current legal legislative requirements.
As a senior/lead property manager the role entails additional responsibilities in supervising a team of negotiators and providing additional support to the Residential Lettings Director on the effective performance of the department, and ensuring high customer service levels to all external parties is maintained.
Alongside the individuals core duties there will be a requirement to assist with the onward development of the wider department assisting in call handling, lead generation, and general enquiries.
The role requires training and completion of the Propertymark Level 3 Award in ‘Residential Letting and Property Management’.
Key Responsibilities and Duties
Supervisory Elements:
- Mentoring and assisting more junior members of the team and acting as a figure of responsibility alongside the Residential Management Director
- The ability to adapt and introduce new management tools for ensuring efficient use of CRM's and third party systems, increasing productivity, and being able to report on performance of team members on a monthly basis
- Ensuring customer response times are satisfactory across the team and that calls / general enquiry inboxes are monitored and handled efficiently
- Working with the wider team of property managers to ensure any timely resolution to problems or delays in achieving 100% compliance goals and managing/supporting those team members to achieve success.
- Managing and being responsible for diary management of the team ensuring holiday approvals, Christmas cover arrangements, weekend office cover, and illnesses are appropriately covered.
- Actively managing a supplier list of third party contractors ensuring compliance documents of those contacts are held, service levels are maintained as expected, and costs are competitive in the market place. Maintaining an established relationship with these contacts.
- Dual authorising third party supplier payments on client facing outputs to ensure accuracy, adequate costings, and general compliance.
- Handling formal complaints across the lettings department working to an early resolution without the need for escalation and diffusing difficult scenarios.
- Ability to delegate certain tasks to encourage development of the wider team and ensure timely completion of duties
- Ensuring continued growth across the department through monitoring active performance of rent increases, void lengths and providing instruction to team members where required.
Property Lettings:
- Responding to relevant enquiries and organising accompanied viewings
- Collection of applicant information in line with GDPR requirements and processing referencing through a third-party provider / online portal
- Communicating and guiding the applicant through the ‘move-in’ process from application to tenancy commencement
- Creation of legal paperwork documents in relation to the tenancy sign up, and associated compliance documents
- Ensuring the property is prepared appropriately for tenancy commencement and liaising with third party suppliers to organise any requirements including (but not limited to) general repairs and cleaning works
- Organising collection of initial rent monies from the tenant, and the tenancy deposit – registering in a Government scheme within set timescales
- Undertaking key handover / sign ups at tenancy commencement
Property Management:
- Being the primary contact for the landlord and tenant for an allocated portfolio of properties
- Ensuring these properties are fit for habitation in line with UK legislation for the letting of Private Rented Property
- Overseeing and monitoring compliance for the full property portfolio utilising internal CRM systems.
- Responsibilities will include but not be limited to;
Landlord gas safety checks
EICR electrical reports
Energy Performance Certificates
Smoke and CO detection - Arranging necessary repairs where required using our panel of approved third party contractors, liaising with landlord, tenant, and supplier to ensure the timely undertaking of repairs within set timescales
- Routinely handling and overseeing lease renewals and rent reviews taking landlord instruction, offering market advice, and serving legal notices on tenants in the appropriate manner to ensure landlord investment goals are achieved
- Organising (& if deemed necessary) undertaking mid-term property inspections on both occupied and vacant properties, checking general condition, and discussing any ongoing tenancy matters with occupants - Liaising with credit control on rent arrears and updating landlords / providing advice on appropriate actions
- Overseeing the vacate process of tenants, organising/undertaking check out reports and advising property owners on remedial works & re-letting strategy
- Negotiating the return of tenant’s deposits at the end of the tenancy in line with industry guidance and where necessary submitting formal dispute claims to the deposit protection scheme
- Fielding calls/enquiries across the wider sales/lettings department promoting the company’s services and allocating customers to the appropriate contact points
- Dealing with customers face to face in the office on residential enquiries
- Logging and documenting of property keys securely in line with industry code of practice
- Taking rental payments on the card machine when required
Marketing:
- Ensuring personal properties are marketed to an appropriate standard meeting the high requirements of the business, and in line with Consumer Protection Regulations.
Key Skills
- Achieve and maintain a high level of customer service and always promote exceptional customer care standards
- Ability to use multiple IT based symptoms with excellent knowledge of Microsoft based packaged.
- Previous experience with Property Management CRM’s beneficial but not essential
- Ability to be self-motivated working both in isolation and as part of a team
- Possession of excellent time management and organisation skills
- Continuing personal development and meeting Continued Professional Development requirements
- Ability to mentor and drive more inexperienced or junior team members to achieve performance goals
- Able to work with third party suppliers sustaining long held relationships, and able to negotiate on ensuring cost effective performance of those providers.
Other Skills
- Maintaining a positive, customer focussed attitude and presence at all times following the ‘Walker Singleton Code’ and other key policy documents
- Adherence to all health & safety / security policies
- Promoting other areas of the business when appropriate
- Full UK driving licence and ability to attend out of office appointments throughout West Yorkshire on an adhoc basis (pool vehicle available)
Assisting in other areas of the department at busy times, pressure points, or during holiday cover.
Achieve and maintain a high level of customer service and promote exceptional customer care standards at all times.
Compliance
Be aware and understand the company’s compliance policies and procedures and ensure full compliance with those relevant to the role.
Transparency, commission disclosure and conflicts of interest:
- Treating Customers Fairly (TCF)
- General conduct of business and our regulators
- Complaints
- Training and Competence
Ensure all relevant business activities fully comply with professional standards, regulation and company procedures. Use checklists and support documentation as provided by the company to assist with demonstrating compliance.
Conduct learning, training and assessment exercises in accordance with the individual Training & Competence (T&C) programme applicable to you. Identify further areas for own development as required.
Promote and embed a TCF culture in all respective business areas.
Ensure compliance with all other applicable legislation, including but not limited to, The Bribery Act 2010, The Data Protection Act 1998, and so on. Also, to ensure that all company practices and procedures are followed and adhered to as they may apply from time to time.
Security
Ensure full adherence to the company’s Data Security Policy.
Assume personal responsibility for personal data (client and employee) you control/manage, to ensure it is securely held and properly utilised in accordance with the principles of the General Data Protection Regulation (GDPR) and the Data Protection Act 2018.
Report any potential breaches, including weaknesses in current systems, to a director.
Please submit your CV and contact information to adam.powell@ws-residential.co.uk.
