Head of Residential Lettings

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About the role:

The Residential Lettings department is responsible for providing an excellent service to customers from the point of enquiry to move in. The department prepares units for marketing, responds to enquiries, generates viewings, and negotiates offers (internally and with our agents). The department aims to minimise voids periods between tenancies and once an offer is agreed we aim to deliver a seamless tenancy progression process.

The department is also responsible for managing and processing anniversary rent reviews, under the legal framework of the Renters Rights Act and implementing annual rent reviews and increases for contractual tenancy agreements. Building and maintaining strong working relationships with tenants is key.

Managing a team of four, the Head of Residential Lettings is responsible for the running of the department in respect of new lets and management of periodic tenancies, rent appraisals and management of external agents. You will foster a positive working environment, leading and motivating to maximise rental income on the residential lettings portfolio, through staff engagement and building rapport with team members.

What you will do:

New Lettings & Rent Reviews

• Manage the department effectively ensuring individual performance is monitored and that development needs and aspirations are met.
• Provide leadership through periods of change management and technology adoption.
• Manage external agent relationships and performance.
• Report to the Executive quarterly summarising performance and highlighting trends.
• Run quarterly Agent meetings. Evaluate performance and coach agents as required. In Q1 assess and recommend changes to the agent panel to optimise results.
• Build lettings by using and developing contacts and creating new opportunities.
• Appraise development schemes and advise Projects Surveyors, Asset Managers, and Property Managers on design, specification and finish.
• Ensure the creation and maintenance of accurate marketing collateral (with support from internal and external teams) including Rightmove, the company website and all in-house databases.
• Effectively market and promote vacant properties within the residential portfolio, reduce voids and maximise rents achieved.
• Lead on the procurement and performance management of new lets suppliers e.g. furniture, photos, videos etc.
• Oversee maintenance of the company's marketing website ensuring accurate advertising details are updated on the website promptly.
• Oversee maintenance of enquiry records on incumbent software packages, keeping up-to-date on a daily basis, progressing applicants and archiving where necessary.
• Book and conduct viewings with applicants.
• Negotiate property lets with applicants and agents to achieve the optimum balance between rent achieved and speed of let.
• Ensure all internal and external due diligence and compliance requirements are met.
• Work effectively with colleagues in the Residential Management department to ensure a seamless customer experience with transition of duty of care from Lettings to Residential Management.
• Communicate effectively at all levels to promote and achieve the goals of the team internally and the standing and reputation of the Estate externally.
• Evaluate rent revenue and development appraisals. Advise the SLT on customer/market preferences and trends.
• Keep up to date with trends in Prime Central London (PCL) and local residential property market.
• Advise on areas of risk to the business.

Financial/KPI Reporting:

• Contribute to preparation of quarterly and annual financial reports.
• Provide market commentary and oversight on request.
• Liaise closely with the Finance department to ensure accurate and complete reporting.
• Prepare all necessary annual budgets and review periodically comparing to actual expenditure.
• Develop departmental strategy goals.

Leadership and Development:

• If requested, join a management group participating in delivery of the company's strategy.
• Lead the development of the department to drive delivery of excellence.

What you will need:

• ARLA, IRPM or MRICS qualification desirable.
• Passion for negotiation and working to and achieving targets.
• Health and Safety legislation knowledge and understanding.
• Strong customer service skills and the ability to develop excellent relationships with existing and potential customers.
• Strong IT skills including Microsoft Office and Real Estate software packages.
• Strong organisational skills.
• Track record of leading and motivating successful teams.
• Be a team player and able to foster relationships with other members of the cross functional team. Exhibit ability to develop relationships and partner with members of the organisation outside of the cross functional team.
• Highly developed listening, written and oral communication skills. Ability to make persuasive arguments, reflect the appropriate sense of urgency and determine the proper business partners to resolve problems and share information.