Estate Agency – Residential Lettings Manager – Birmingham – 50146

AMR – Specialist Property Recruiters

An amazing opportunity with a market leader. They strive to deliver a tailored approach whilst also providing a trusted and compliant service to their clients. They are passionate about driving the business forward, utilising available tech to provide virtual video viewings, instant online valuations and industry updates through social media presence.

As Head of Lettings, you will be an inspirational leader within your team, striving to empower and motivate your direct reports to succeed, whilst working to be the ‘Agent of Choice’ within your region. Your success depends on how the team perform and so a key aspect of the role will be to drive the team to exceed set KPI’s whilst continuously exploring new business opportunities across the various revenue streams within your business function.

Beyond this, you will manage all day to day people issues such as absences, performance, conduct & development for your team. Your overall goal will be to ensure that they collectively deliver impeccable service to clients, achieve set KPIs and work closely with other departments to create synergy across the business. You will also be expected to work with Operational Board members to develop efficiencies and operational improvements for the business function.

Job Duties

• Foster strong internal & external relationships, to build a reputation for professionalism & exceptional service
• Hold & actively engage team members in all weekly branch meetings & daily ‘catch ups’ ensuring the team have clearly defined goals
• Identify opportunities for business growth as well how to counteract risks (i.e. market fluctuations, new competing agencies etc)
• Identify procedures that need adjustment & work with key stakeholders to action these changes & embed them into the business
• Act as a central point of contact for key portfolio clients to support in delivering a 360 degree service
• Effectively handle escalated complaints in line with Company policy, in conjunction with key stakeholders
• Work to support and build effective relationships with managers in other departments to create synergy across the business
• Ensure time is maximised across the team by effective & accurate diary management when scheduling appointments & forward planning time
• Responsible for ensuring that all admin is accurate & is available for all client meetings/contract signings/key collections as & when required
• Support the team with and oversee all operational tasks (such as but not limited to dealing with incoming enquires, booking appointments and conducting viewings) in busy periods or to cover absence
• Strive to exceed all individual and departmental KPI targets as set by the Group Sales & Lettings Director
• Keep up to date with all changes to industry legislation and deliver associated changes with the team
• Conduct property viewings for all key clients upon tenant notice received & liaise with the landlord with regards to current market lettings value, property condition & advise on a suitable marketing programme
• Actively engage in all social media activity & promote the brand through social posting in conjunction with the Marketing Team, encouraging wider team involvement and engagement

People Management

• Ensure all staff understand & deliver ‘exceptional’ customer service in line with Company values
• Develop a strong, mentoring relationship with your team and monitor their effectiveness
• Ensure strong team cohesion across Branch teams & Tenancy Services and positive working relationships with other teams within the group are maintained
• Ensure staff adopt procedures & policies correctly, making ad hoc checks as and when necessary
• Work to recruit and select the right people for the team
• Establishing standards of service and ensure departmental staff are trained and up-skilled in line with customer feedback, business goals & industry expectations
• Carry out regular check ins and career milestone forms, including probation reviews, with direct reports as & when required, also ensuring these are taking place across the team
• Oversee all day to day People issues for the department & manage that of the Managers & Team Leaders such as annual leave & sickness
• All staff are expected to offer support to their team and to other departments and/or take on additional or varied duties as & when required due to the demands of the business. In order to be effective in this role, it is essential to build a good understanding of all departments, processes and objectives.

Skills & Qualifications

• Able to proactively manage the team to success, spot issues & solve them
• Able to delegate effectively & coach team members to achieve their goals
• Fluent level of English with excellent spelling & grammar
• Proficient IT user, able to use MS packages as well as a range of internal systems
• Holds a full, valid UK driving licence
• Demonstrable experience of working within the industry at a senior level with exposure and a working knowledge of property management
• Possess ARLA qualification or equivalent

Personal Attributes

• Lives & breathes Company Family Values: Team Player, Vibrant & Exceptional
• Engaging communicator, both written & verbal
• A well-presented professional with a confident, enthusiastic approach to work
• A diligent & organised individual, capable of prioritising own workload & shifting priorities
• Able to positively adapt to change and be flexible in accordance with business needs
• Works with the company best interest in mind at all times, demonstrating honesty and loyalty
• Work well within a team & alone; takes initiative & is actively productive
• Eager to learn & develop own skill set as well as supporting colleagues with theirs
• Lives & breathes the company Manager Values: Empower, Motivate and Leads by Example

Reward Package

• Competitive salary including team & individual performance related commission
• 33 days’ annual leave including Bank Holidays, rising with service
• Perkbox employee benefits
• Employee Assistance Programme
• Company Pension Scheme, contributions rising with service
• Workplace Nursery Benefit