The successful candidate will be highly organised, detail-oriented and customer focused, with the ability to manage a high volume of transactions across multiple offices. They will demonstrate excellent communication skills, a proactive approach to problem solving, and the ability to build strong relationships with both internal and external stakeholders.

Experience required:

• 2+ years' experience in a residential lettings, tenancy progression or property administration role
• ARLA Level 2 qualification completed or working towards
• Proven ability to manage a high volume workload whilst maintaining accuracy and attention to detail
• Strong understanding of tenancy progression processes and lettings compliance requirements
• Excellent communication and stakeholder management skills
• Mandarin language skills mandatory-cantonese language skills desirable

Responsibilities:

Tenancy Progression

• Progress tenancy instructions from offer acceptance through to move-in.
• Coordinate referencing and due diligence checks.
• Complete AML and Right to Rent requirements.
• Prepare tenancy agreements and supporting tenancy documentation.
• Register deposits and complete associated administration.
• Arrange inventories and check-in appointments.
• Set up rents, charges and initial tenancy records.
• Ensure all prescribed information and mandatory documentation is issued correctly and on time.
• Liaise with internal teams to ensure tenancies progress efficiently and compliantly.

Customer Service & Stakeholder Management

• Maintain regular communication with landlords, tenants, negotiators and internal stakeholders.
• Manage expectations throughout the tenancy progression process.
• Respond promptly to queries and provide solutions to issues that arise.
• Deliver a professional and consistent customer experience.
• Support clients with more complex tenancy progression requirements where required.

Compliance & Quality

• Ensure all tenancy transactions comply with company procedures and relevant legislation.
• Maintain accurate and complete records across all systems.
• Verify documentation and information received from applicants and third parties.
• Escalate legal, regulatory or compliance concerns when appropriate.
• Keep up to date with changes in lettings legislation and industry best practice.

Collaboration & Support

• Work closely with colleagues across Residential Lettings and associated support functions.
• Share knowledge and best practice with team members.
• Support departmental initiatives aimed at improving customer experience, efficiency and compliance.
• Contribute positively to team objectives and service standards.

Competencies:

• Accountability: Work autonomously to produce individual work with minimal need for guidance. Reflect and openly acknowledge how things could be improved.
• Agility: Adapt to changing requirements or ambiguous situations affecting individual performance. Produce individual work to a high standard, even in changing circumstances.
• Business Acumen: Understand the firm’s service lines (issues they face, markets they operate in, key developments). Identify and control all risks to individual work and escalate to Manager. Deliver business opportunities by understanding the firm and its points of difference relative to its competitors.
• Drive & Resilience: Ensure an active interest, an appropriate pace, and a positive attitude when individually under pressure. Recover quickly from obstacles and setbacks and ensure delivery of agreed tasks.
• Feedback & Learning: Proactively gather feedback to evaluate individual skills and knowledge. Seek out individual developmental opportunities (new projects, trainings, working with more experienced and knowledgeable professionals). Identify and apply lessons learned for individual role.
• Inclusion: Adapt individual behavior to respect different situations or people. Respect individual differences in all of its forms (people, opinion, work styles, preferences) and value these.
• Professional Standards: Act in line with the firm’s values, standards, and practices.
• Strategic Thinking: Plan, develop, and deliver individual work plans successfully, reflecting short-term business needs. Use individual knowledge and experience to execute work plans.
• Teamwork & Collaboration: Build individual trust through showing consideration of clients, stakeholders, and colleagues by acknowledging their point of view. Demonstrate an individual commitment to balancing tasks with a consideration for people.
• Technical Knowledge: Apply specialist technical knowledge for individual role, and maintain CPD requirements. Use expertise to produce individual outcomes.

Competitive salary

Please note: this is a Direct Search led by Knight Frank. Applications from recruitment agencies will not be accepted nor will fees be paid for unsolicited CVs, even if provided by PSL agencies.