urbanbubble
Lettings Team Leader
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About Us
At urbanbubble, we believe cities should be vibrant, fun, and full of life. We're all about creating welcoming communities where people feel truly at home.
We've partnered with Starlight to operate a growing portfolio of exceptional Build to Rent communities, and we're now looking for a Lettings Team Leader to help shape the resident journey from first enquiry through to move-in.
This role will be employed by Starlight, with urbanbubble responsible for the day-to-day management of the lettings function, team development, and customer experience. You'll work closely with both teams, benefiting from urbanbubble's culture and expertise while playing an important role in supporting Starlight's continued growth.
If you're passionate about people, love delivering exceptional customer experiences, and enjoy leading high-performing teams, we'd love to hear from you.
What You'll Be Doing?
As Lettings Team Leader, you'll be responsible for leading our lettings team and ensuring an outstanding experience for every prospective resident.
Lettings Performance & Customer Experience
- Oversee the end-to-end lettings journey from initial enquiry through to move-in
- Monitor the lettings pipeline and ensure enquiries are managed effectively
- Drive occupancy and conversion performance across the portfolio
- Support the delivery of resident retention initiatives
- Ensure prospective residents receive a professional, personalised and seamless experience at every stage
- Work closely with operational teams to identify opportunities to improve the customer journey
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Compliance & Administration
- Ensure all tenancy administration and referencing activities are completed accurately and compliantly
- Maintain accurate records across relevant systems and databases
- Support the preparation of tenancy agreements, move-in documentation and resident communications
- Ensure compliance with relevant lettings legislation, internal policies and operational processes
- Monitor team adherence to agreed standards and procedures
Team Leadership & Development
- Lead, coach and support the Lettings team to deliver excellent performance and customer service
- Create a positive, collaborative and high-performing team culture
- Conduct regular one-to-ones, coaching conversations and performance reviews
- Support the onboarding and development of new team members
- Share best practices and drive continuous improvement across the lettings function
Process Improvement and Reporting
- Review lettings processes and identify opportunities to improve efficiency and service delivery
- Produce and analyse lettings performance reports
- Monitor key performance indicators including enquiries, viewings, conversions and occupancy
- Provide insights and recommendations to improve performance
- Support wider business initiatives and projects as the portfolio continues to grow
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What We’re Looking For
- Previous experience within residential lettings, Build to Rent, estate agency, student accommodation or a similar environment
- Experience leading, coaching or mentoring a team
- Strong understanding of the lettings process and tenancy administration
- Excellent customer service and relationship-building skills
- Strong organisational and administrative abilities with excellent attention to detail
- Experience working with CRM or property management systems
- Ability to prioritise multiple tasks in a fast-paced environment
- A proactive, positive and solution-focused approach
Desirable
- ARLA qualification
- Experience within the Build to Rent sector
- Experience supporting multiple developments or communities
What’s in it for you
You'll play an important role in supporting a growing portfolio and helping shape the resident experience across Starlight communities, with the backing, support and expertise of urbanbubble alongside Starlight.
You'll also have access to a great range of benefits, including:
- Birthday day off, wellbeing hour & enhanced annual leave
- Pension & medical cover
- Enhanced family leave & sick pay
- Paid volunteering day & regular socials
- Study support & career development opportunities
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