Lettings and Resident Liaison Officer
11 days ago
Newcastle upon Tyne
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. Find out if this opportunity is a good fit by reading all of the information that follows below. 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. xkybehq 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.