Customer Service and Leasing Representative

About the Role

We are seeking a proactive and personable Customer Service & Leasing Representative to join the front-line team at a vibrant residential development. This position is ideal for someone with a passion for delivering exceptional service, managing residential lettings, and fostering a welcoming environment for residents and visitors alike.

You will be instrumental in supporting the end-to-end leasing process and ensuring a smooth resident journey - from initial enquiries through to tenancy start and beyond.

Key Responsibilities

Leasing & Tenancy Management

• Respond to tenant enquiries by phone and email in a professional and timely manner.

• Manage customer expectations and support throughout the resident lifecycle.

• Assist with leasing administration, including check-in/check-out reports and inventory checks.

• Conduct property viewings and follow up with prospective tenants.

• Prepare and maintain accurate records for new tenancies, including utility setups, council tax registration, and deposit handling.

• Utilise property management systems (e.g., Yardi) to generate tenancy agreements and manage resident data.

• Support branded marketing campaigns and participate in "open house" events.

• Assist with tenant application processes, including background and credit checks.

Customer Experience

• Manage the reception area, welcoming residents and visitors with warmth and professionalism.

• Deliver five-star service aligned with brand standards to tenants, contractors, and stakeholders.

• Proactively resolve service issues and collaborate with team members to improve processes.

• Foster a community-oriented environment, encouraging resident engagement and retention.

• Ensure prompt responses to resident service requests (within 24 hours).

• Support efforts to obtain positive reviews and promote long-term resident satisfaction.

Property Operations

• Monitor and maintain high standards of cleanliness and safety across the site.

• Assist with routine inspections, health & safety compliance, and minor maintenance coordination.

• Report hazards or maintenance issues to relevant teams in a timely manner.

What We're Looking For

Essential:

• Experience in residential lettings, student accommodation, or similar property roles.

• Strong administrative and organisational skills.

• Excellent written and verbal communication.

• Friendly and confident with a proactive, solutions-based mindset.

• Comfortable using Microsoft Office and property management software.

Desirable:

• Experience in the private residential sector.

• Knowledge of Yardi or similar systems.

• ARLA qualification or similar professional accreditation.

• Sales confidence and ability to promote lettings offerings.

Key Attributes

• Customer-first attitude with a passion for community-building.

• Reliable, adaptable, and able to work both independently and as part of a team.

• Willingness to work weekends and rotate across sites if needed.