PURPOSE OF JOB
To participate in the delivery of high quality residential property management services for Ludlow Thompson
NATURE AND SCOPE?
Provision of the residential property management services to Ludlow Thompson, Letting Agents. Working as part of a team to ensure high quality service delivery.
The Head of Property Services supported by the Property Manager Team Leader, leads the team of approximately 14. The principal tasks centre on working hand in hand with office Lettings Managers in London Ludlow Thompson offices through 'sign up’, the collection and redistribution of rents, liaison with private landlords and their tenants, and the administration of repairs, all in accordance with the Operating Manual.
- CORE TASKS
Move-in coordination, progression of Let
Client Database Management & Reports
Deposit & Utility Queries/ Administration
Re-lets& Renewals, Terminations
- SPECIFIC TASKS
2.1 As a single point of contact you will need to 'Build’ relationships with Landlords, Tenants, and Lettings Managers, enhancing the long-term reputation of Ludlow Thompson by following the principles of reliability and integrity. To rigorously pursue 'Excellence in Customer Services’ in line with company policy'.
2.2 To schedule, monitor and ensure 'all move-in requirements’, through rigorous checking and cross referencing in conjunction with the move in process, thus ensuring compliance with legislation relevant to your position.
2.3 Dealing with day-to-day repair requests in a timely and efficient manner through to completion, supported by the in-house repairs management team, ensuring all parties are kept fully informed throughout
2.4 Supported by the Credit Control team ensure to minimise unpaid rent by rigorous application of the Arrears Procedure, in addition to scheduled daily outbound chasing, and handle in accordance with any supporting Rental Warranty or Legal Expense Insurance requirements. Ensuring regular and detailed update to Landlords of progress on rental collection.
2.5 Contacting Landlords, Tenants, Employers, Guarantors and Letting Agents, as appropriate, for instructions and preparation of any associated paperwork eg Referencing, Notices for tenancy termination and making the necessary arrangements for the property to be relet
2.6 Update ECS with new and amended information as and when received. Produce reports from the database as and when required for both internal and external use.
2.7 Liaising with Landlords & Tenants in relation to any deposit issues that may arise. Liaising with Landlords, Tenants & relevant utility suppliers to ensure accounts are up to date & arranging payment where necessary
2.8 Contacting Landlords, Tenants & Letting Agents as appropriate and to make the necessary arrangements for the property to be re-let or the tenancy renewed
2.9 Ensure rigorous application of the Service Level Agreement to all customers (internal and external)
2.10 To support team members with any overflow of tasks, calls and training and in doing so ensuring the continued professional and efficient service to our Clients.
CONDUCT AND CUSTOMER SERVICE
You must conduct yourself and communicate at all times with integrity and in a professional manner, whether written, verbal, or face to face; ensuring compliance with legislation relevant to Property Management.
3.2 Customer Service
Continuously pursuing "Excellence in Customer service", looking for ways and ideas to improve the Company’s service, and accepting progressive change as a part of the office routine.
Undertake training where required by the business and have an open approach to learning.