Head of Tenancy Management

at  Leaders Romans Group

Job Title: Head of Tenancy Management
Location: Crowthorne House, Wokingham
Brand: Leaders Romans Group
Salary: up to £38,000 OTE
Hours: Monday to Friday 8:30am to 5:30pm

JOB SUMMARY AND KEY RESPONSIBILITIES:

The individual would manage a team of tenancy managers. Work with the Tenancy managers to ensure that team are working to the optimum and hitting KPIs and objectives. Facilitating communication between departments to enhance the customer journey and improve non managed retention. To ensure that compliance is met daily. The individual would have at least 2 years in a Property related role, have management experience and be ARLA qualified.

KEY RESPONSIBILITIES:

• To arrange and conduct daily ‘huddle’ meetings and discuss daily priorities and overview of previous days achievements.
• You’ll be expected to ensure your team provide excellent levels of both telephone and written communication. To ensure this you will monitor the call reports daily and have relevant conversations with individuals.
• Ensure the team are actioning the end of tenancy process, for our non managed clients, assist with compliance where applicable and be a consistent contact point for our clients.
• Ensure that the team are conducting regular ‘well being’ calls to the landlords at 3 monthly intervals and that these are worth while and correct topics and questions are covered
• Working with the team to ensure that all works are completed inline with the process timeframe and to assist when required.
• Working with the team to ensure that all mandatory compliance / legislation is in place on all properties where applicable, if this has not occurred to ensure that company process has been followed. Spot audits to be conducted weekly
• To have ‘regular’ calls with director / operations manager to discusses lost units and churn. To attend with the team manager the lettings meetings and give overview of the team and the results for the period.
• To conduct monthly 1-1s with the team and ensure that forms are completed and follow up notes actioned.
• To discuss and monitor monthly objectives of the team and feed back to team manager on a monthly basis
• Work with the training coordinator to set up new starters training plan, ensuring that weekly catch up meetings are scheduled for the first 3 months
• To effectively deal with any non official complaints swiftly and arrange with the training coordinator any coaching or development with the individual. Follow up notes and action plan must be completed and copy provided to the team manager
• To work with the branch network to understand the reason for any lost units and work to improve retention across the rent collection portfolio.