Lettings Coordinator (central Services)

Job title                   Lettings Coordinator (Central Services)

Location                  Manchester

Contract                  Full time, 12-month Fixed Term Contract

Direct reports         NA

Reporting to           Lettings Manager

Company Overview

Ocasa Homes was established to exclusively manage a UK residential property portfolio on behalf of private investment funds. We focus on delivering an exceptional experience to residents living in our quality, yet affordable homes.

Role Overview

The Lettings Coordinator provides essential administrative and customer service support to drive resident occupancy levels. Reporting into the Lettings Manager, this role encompasses managing the entire resident lifecycle from initial enquiry and tenancy progression to move-in, all while delivering exceptional customer service. This position requires a proactive approach, outstanding organisational skills and a commitment to exceptional customer service.

Key Responsibilities

• Effectively coordinate enquiries, schedule viewings, and collect feedback to advance prospects to the application stage when applicable. Efficiently manage the progression of leads from initial enquiry to application, ensuring prompt and effective resolution of any queries. Act as an Ocasa expert, delivering the highest standard of customer service throughout all interactions.
• Schedule and manage bookings for viewings, check-ins, check-outs, and mid-term inspections in the diary of the Area Lettings and Community Team.
• Work collaboratively with our Area Lettings and Communities Managers to ensure a smooth transition throughout the tenancy lifecycle and enhance operational efficiency.
• Ensure all necessary paperwork, holding funds and checks are in place prior to starting the referencing process and then again prior to handing an application back to the site teams to move in.
• Ensure payments have been received with the accounts team prior to move in.
• Effective data entry, recording and updating the in-house property systems (Yardi/Hubspot) ensuring all relevant team members and departments are notified.
• Preparing, issuing and serving Section 21 and other notices as and when required (training will be provided).
• Agree renewals with residents in line with updated market values including preparing, issuing, and serving Section 13’s.
• Ensure the accurate completion of tenancy terms and conditions, deposit registration and renewals.
• Escalate any resident lifecycle concerns to the Senior Lettings Coordinator.
• Collect feedback following viewings, move-ins, and move-outs, and systematically review this feedback to gather supportive evidence for recommended actions. This process ensures continuous improvement and high-quality service delivery.
• Maintain resident tenancy progression files and folders, fully utilising internal systems to streamline the resident lifecycle.
• Proactively build on your knowledge of our sites and the resident lifecycle, local market and industry knowledge to ensure delivery of exceptional customer service and contribute to new ideas of improving our ways of working.
• Support the Lettings Manager with additional company-wide tasks and projects, providing team cover where needed.
• Provide support to the Lettings Manager in collating and submitting reports.
• Contribute to the ongoing development and improvement of company policies and procedures.

Experience and Qualifications

• Previous lettings experience: Previous Lettings experience is essential
• Communication skills: Exceptional communication skills (written and verbal), with the ability to build rapport with others easily and form strong working relationships.
• Professional skills and orientation: Proactive, results and goal orientated with experience of working in a target driven and fast paced environment. Strong administration and organisational skills.
• IT and Technical proficiency: Confident IT skills with experience using multiple systems simultaneously. Proficient in Microsoft Office packages including Word, Excel and Outlook. Knowledge of Yardi and/or Hubspot is desirable.
• Organisational skills: Exceptional organisational skills, great attention to detail with the ability to multitask and meet deadlines.
• Teamwork and Independence: Team player who is able to work alone and on own initiative
• Personal attributes: Positive and can-do attitude, adaptable and with a keen interest in learning the property industry.
• Professional development: ARLA qualification or similar is desirable or willingness to work towards it.

Company Benefits  

• Enhanced Pension
• 25 days annual leave, plus UK bank holidays
• Your birthday off
• Time off to move home
• Life assurance
• Group Income Protection
• Private healthcare via Bupa
• As soon as you join us, you are enrolled into our Learning Academy, with instant access to blended learning designed for your professional and personal development
• Employee wellness programmes and events; from mental health lunch and learn forums to group meditation classes
• Free Thanks Ben subscription
• Employee Assistance Programme
• Comprehensive training programme offering clear progression routes, with the opportunity to complete ARLA via our Study Support programme.

Our Values

We have built a business to be proud of and our values are key to our ongoing growth. As well as showcasing your relevant skills and experience, we would like candidates who are interested in joining us to demonstrate how they incorporate our values in their ways of working.

Considered

We recognise our responsibility to act with a considered approach. It is through careful consideration that we achieve the best outcomes for ourselves and others.

Principled

We believe in doing the right thing, and we hold our principles closely in everything that we do.

Empathetic

Empathy is key to creating a culture that’s open, supportive, and kind. Whether it’s working with colleagues, residents, or external parties, we treat everyone with empathy.

Knowledgeable

We hold ourselves to a high standard, every member of the Ocasa team is an expert at what they do.

Additional Information

The successful candidate must, by the start of the employment, have permission to work in the UK.

We require all candidates that have been offered employment with us to complete a background check that will include eligibility to work in UK, employment referencing, DBS check, and depending on the role, further checks may need to be conducted.

We know that to be truly innovative, we need to have a diverse team. That is why Ocasa Homes is committed to creating an inclusive environment and is proud to be an equal opportunities employer.