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- Collaborate with the Expert Services team to conduct document approvals and assist staff across lettings with their queries.
- Meet and exceed both team and individual service standards.
- Deliver exceptional service to support business growth.
- Address standard enquiries across all disciplines, ensuring efficient and timely resolution of client queries.
- Handle complex queries alongside Property Management teams.
- Investigate and resolve issues, advising on property matters.
- Manage tenant and landlord disputes and complaints, both in writing and verbally, to satisfactory resolutions.
- Keep relevant parties informed about progress, especially concerning disputes and complaints, managing expectations and following up on all queries.
- Contact existing clients to secure management upgrades and referral opportunities.
- Work closely with the Expert Services team to ensure tasks align with business needs.
- Ensure prompt and effective handling of queries in line with agreed service standards.
- Maintain and effectively use office systems.
- Continuously seek to streamline and improve current processes and procedures, actively considering client feedback.
- Follow the approval process to ensure all document approvals sent to Expert Services are addressed daily.
- Assist and answer complex lettings queries from all areas of the business, adhering to standard procedures.
- Review and approve requests from branches and central teams in line with company parameters.
- Comply with lettings administrative procedures and all relevant legislation, Codes of Conduct and Practice, and Due Diligence procedures.
- Apply an understanding of legal requirements.
- Minimum of 10 years' experience in Property Management/Lettings.
- ARLA qualification is desirable.
- Strong communication skills, both verbal and written.
- Quick learner with the ability to follow procedures.
- Highly organised with acute attention to detail.
- Determined to manage and meet client expectations.
- Capable of investigative inquiries when issues arise while maintaining objectivity.
- Able to work independently and take ownership of problems.
- Able to meet tight deadlines and handle high volumes of work.
- Maintains composure and positivity under pressure, pacifying in challenging situations.
- Self-motivated to achieve required goals.
- Ability to question and analyse information to identify root causes of issues and enable effective decision-making.
- Maintains a positive approach and outlook in the face of adversity.
- Salary: £40,000-£50,000 per annum
- Location: Bracknell
- Contract: Full-Time
- Type: Head Office
