Job Description

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. 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. xbpsjku 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.