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Job Title : Lettings & Resident Liaison Officer Reports to: Property Manager Department: Property Management & Lettings Location: Newcastle & Sunderland Schedule: Monday to Friday, with occasional evenings and weekends for events and viewings Driving Licence: Full UK Driving Licence and access to a vehicle (essential) Purpose of the Role As a Lettings & Resident Liaison Officer, you will be a key part of the Property Management & Lettings team, delivering exceptional customer service and ensuring an outstanding resident experience.Find out if this opportunity is a good fit by reading all of the information that follows below.You will support all aspects of property lettings and management from advising clients and managing tenancies to organising resident engagement events and maintaining compliance.Your focus will be on providing a welcoming, professional, and efficient service while prioritising the safety, welfare, and satisfaction of residents and prospective tenants.Key Responsibilities Resident Relations & Customer Service Provide a cheerful and professional front-of-house service to all residents, visitors, and prospective tenants. Act as the first point of contact for enquiries via email, phone, and in-person interactions. Build strong relationships with residents, addressing queries, concerns, and complaints promptly and professionally. Promote a positive community atmosphere by organising social, cultural, and wellbeing events. Support residents during check-in and check-out processes. Be vigilant regarding student welfare and escalate concerns to management when necessary.Lettings & Tenancy Management Advise clients and prospective tenants on the letting process, property features, and tenancy terms. Conduct property viewings, promote accommodation, and assist with completing applications. Ensure all letting documentation complies with relevant legislation. Monitor rent payments, follow up on arrears, and maintain accurate tenancy records. Keep up to date with changes in lettings legislation, market trends, and company policies.Administration & Facilities Support Manage booking and return of keys/fobs and process replacements where required. Log and monitor maintenance issues, liaising with contractors and the Property Management Team. Sort and distribute incoming and outgoing post. Maintain accurate records, correspondence, and documentation in accordance with company policy. Support health and safety compliance by ensuring visitors and contractors are properly informed and supervised. Assist other team members, maintenance staff, and cleaners when necessary to ensure operational efficiency.Community Engagement & Events Independently plan and deliver an annual programme of resident events to foster community engagement. Promote student involvement and feedback to enhance service delivery. Attend training sessions, meetings, and networking opportunities as required.Skills & Competencies Excellent communication and interpersonal skills Strong organisational and multitasking ability High standard of customer care and professionalism Confident IT user Microsoft Office (Outlook, Excel, Publisher) Sound understanding of property lettings and tenancy procedures Good market awareness and ability to meet goals and targets Strong problem-solving and complaint-handling skills Self-motivated and able to work both independently and as part of a team Flexibility to work evenings/weekends for resident events and viewings Behaviours & Attributes Friendly, approachable, and enthusiastic Positive attitude and commitment to delivering excellent service Professional, reliable, and trustworthy with a high level of integrity Resilient under pressure with the ability to prioritise multiple tasks Team player who contributes to a supportive, collaborative work culture Proactive in suggesting improvements and embracing change Respectful of confidentiality and diversity Health & Safety Responsibilities Comply with company Health and Safety policies and procedures. Follow Property Fire Safety and Emergency Plans. Cooperate with company Health & Safety representatives. Undertake Routine Property Inspections Summary The Lettings & Resident Liaison Officer plays a vital role in both the operational success of our properties and the satisfaction of our residents. xjdpvnf This is a dynamic, customer-facing position requiring excellent communication, organisational, and interpersonal skills, with a passion for providing high-quality service in a fast-paced environment.