SKILLS, KNOWLEDGE AND EXPERIENCE

• Strong interpersonal skills – Significant customer and client contact
• Strong residential letting experience
• Strong IT skills and Social media savvy
• Proactive and dynamic taking ownership of all of core duties
• Knowledge of lettings process including referencing and right to rent checks
• Knowledge of health and safety procedures and precautions – including unit compliance requirements
• Accuracy and attention to detail
• Understanding of Fire and H&S management and requirements
• Excellent communication skills displaying sensitivities to and understanding of residents’ needs
• Ability to handle multiple tasks
• Flexible and cooperative at all times, working as a member of a Team
• Use initiative and take responsibility for providing solutions
• Dynamic approach, problem solving, well organized and ability to work well under pressure
• Ability to think on their feet and make considered decisions
• Outgoing, warm and friendly personality
• Organised, meticulous, tenacious
• Excellent written and spoken etiquette
• Strong financial management skills

REQUIRED:

Lettings Experience
Experience of negotiations
Social Media Skills
Community/tenancy engagement experience
NB: This job description is intended to give the post-holder an appreciation of the role envisaged and the range of duties and responsibilities to be undertaken. It does not attempt to cover every activity.
Specific tasks and objectives will be agreed with the post-holder at regular intervals. The post-holder will be required, at all times, to perform any other reasonable task as requested by the Contract Manager/Operations Manager, in order to meet the operational needs of the business.
Working Hours - 35 hours per week Walworth Office based
Monday – Friday 9am- 5.30pm (flexibility working hours considered)
Degree of Flexibility to provide for possible occasional Saturday working
Salary - C £40,000 with potential 20% additional bonus if KPI targets achieved

PURPOSE OF THE ROLE

Based in the Walworth, Merrow Street site office, the role is for a leasing and customer services manager for the Dorrington Walworth residential portfolio. The Walworth Estate is at the start of a ten-year strategic journey, with this new role created to provide additional services to prospective and long standing residents. Our residents are exceptionally diverse, some of whom have lived on the Estate for over 50 years, whereas others are young professionals, staying for a shorter period of time. We provide privately rented accommodation across flats and cottages and are working through each property, comprehensively refurbishing to a best-in-class standard, with input from architects and interior designers. We are proud custodians of the Walworth Estate and care about the people who choose to live here.
The role is to provide on-site lettings and resident services to The Walworth Estate residential portfolio. Forming part of the on-site management team, the Resident Lettings and Service Manager will be responsible of overseeing and managing the direct lets via portals, managing 3rd party letting agents, the full let up process, tenancy progression, assessment of vacant properties to re let, provide market rent assessments, direct client contact and reporting.
The role will be customer facing and include monitoring & control of lettings systems, key management, security checks pre tenancy, maintenance checks if needed, tenancy and unit H&S compliance, right to rent checks, referencing, conducting viewings, service delivery and be a customer focus point across the Walworth Estate for all new lettings.
To be the first point of contact from enquiry stage, viewing the property through to resident move in and throughout their tenancy. Community engagement and organising events will form a key part of the role, along with support from third parties.

LEASING ROLE

• Undertake direct lettings via portals
• Undertaking viewings
• New tenancy progression
• Referencing and Right to rent checks
• Dealing with initial enquiries, booking in viewings and negotiating offers
• Providing feedback from viewings to continually improve specification of refurbishments
• Agreeing leasing offers and processing these in line with Savills & Dorrington procedures
• Post initial let up, uploading availability details to marketing portals and updating adverts as necessary
• Completing all applicant vetting in line with procedures
• Managing outsourced lettings process – 3rd party letting agents are used for a number of lettings due to volume
• Void management to reduce void periods between tenancies
• Assess vacant properties and report to client with recommendations on rent and required works.
• Organising minor works between tenancies to maintain first class presentation of apartments
• Arranging and conducting viewings Monday to Friday to include evenings and weekends if required. (Flexibility in terms of working pattern)
• Meet and greet tenants who are moving in. (Including evenings and Saturdays If required – Subject to agreed flexibility) to welcome them and provide overview of the property, white goods and systems
• Produce welcome packs, newsletters and tenant guides
• Implementing lettings process and systems.
• Providing letting market intel on local areas and achievable rents.
• Conducting pre market and pre move inspections
• Responsible for reporting back planned and agreed maintenance following viewings and agreed lets, including but not limited to proactive and reactive work.
• Manage the property key system, including ensuring complete adherence to sign out and sign in procedures. To release keys to residents as required and ensure that keys are returned within appropriate time frames.
• Ensuring communal areas and available apartments are well presented and appealing to prospective tenants at all times – This requires close liaison with on site management team
• Working closely with onsite property management team to ensure excellent customer experience and service
• Driving rental growth, ensuring that rents in the building are maximised yet competitive within the local market
• Monitor competing Build to Rent developments in the local area and provide updates to wider Walworth Team
• Provide first class customer service to residents

SERVICE MANAGEMENT ROLE

• Forging productive relationships with key service partners such as the resident stakeholders, contractors, Client teams, local service partners and wider estate services for the benefit of residents and seeking economies of scale for the efficient running of the building
• Organising and running tenant services via third parties and in house
• Ensuring up to date resident communication via various channels including social media
• Seeking special offers and discounts for residents from local businesses
• Creating a community feel through communication, events and innovations
• Carrying out regular inspections of communal areas and apartments
• Responsible for Health and Safety compliance coordination utilising Savills systems; liaising with the Estate and Facilities managers where required
• Providing regular asset performance reports and attending monthly meetings with line manager
• Managing expenditure budgets and ensuring value for money from suppliers, maximising the net operating income
• Establishing and delivering additional income streams where appropriate
  In addition to the tasks described above, the job holder may be required to carry out other duties as may reasonably be required from time to time.