Contracts & Tenant Services Specialist (4-Month) in Stratford-upon-Avon

This role is responsible for customer experience at Get Living, from effective and efficient delivery of customer contracts, tenancy administration and debt management through to meeting customer demands across all portfolios and Neighbourhoods. The role handles enquiries and associated administration in a professional and timely manner.

Key Relationships

• Internal: Head of Customer Hub, Senior Customer Administrator, Customer Hub Team, Neighbourhood Teams, Finance Team (debt management)
• External: Residents, customers, property management companies including parking (within the Neighbourhoods), solicitors, debt recovery agencies

Main Duties & Responsibilities

• Administer incoming customer enquiries across all portfolios and Neighbourhoods to resolve all queries, providing a friendly, professional and consistently high-quality service.
• Process leasing administration for new deals tasks including, but not limited to, qualifying applications, requesting ID documents, completing reference and fraudulent checks, carrying out the Right to Rent checks and ensuring prescribed information is shared.
• Manage the resident contracting processes, ensuring compliance with all standards, legislation, including data protection and Get Living processes, controls and policies. Contracting processes include, but are not limited to:
• Progressing new tenancies from point of offer to move-in, including referencing and drafting T&Cs and tenancy agreements;
• Negotiating and processing tenancy renewals, transfers, extensions and surrenders;
• Processing parking, storage and temporary licences;
• Processing pet, utility and payment plan agreements.
• Accurately update and amend the customer account ledgers, raise charges, manage direct debit set up and rent splits, receive payments, provide rent statements, and arrange collection and returns of deposits along with their re/deregistration.
• Chase rent arrears and other debt in line with the chase process for debtors, liaising with Neighbourhood Hubs and the Finance team. Supported by the SCA, liaise with solicitors on arrears or cases that require further action and legal proceedings, e.g. section notices, statutory notices, evictions and bailiff appointments.
• Achieve the required standards of performance based on KPIs including timely responses and delivery against SLAs, following Get Living processes.
• Maintain high levels of quality and satisfaction measured through feedback, ticket management and other measures, including HomeViews and Google reviews.
• Be proficient in technologies that support the team including CRM, phone systems and navigation of the external supporting systems, ensuring 100% accuracy of data recording in all systems.

Qualifications & Experience

• 2-4 years experience working in the Build To Rent or property sector (preferable).
• Experience in residential contracts and lettings administration.
• Experience/exposure to residential debt management process.
• Customer service environment (essential).

Key Skills & Competencies

• A high standard of customer service skills essential.
• Highly effective verbal and written communication.
• Organised and efficient.
• Maintains high standards with exceptional attention to detail.
• Team player.
• Operates with high levels of integrity.

Get Living Values

• Actively Champion Our Company Values
• Respect: Helps build trust and stronger relationships
• Integrity: Acting with honesty and accountability
• Togetherness: Strengthens teamwork and helps us face challenges side by side
• Excellence: Inspires us to push boundaries and deliver outstanding results
• Innovation: Be adaptable to evolve in a changing world

Note - this is a summary of the main duties of this position. The Company reserves the right to require the role-holder to undertake such additional tasks or duties as may be within their capabilities and abide by all reasonable rules and instructions given by the Company.

Get Living Commitment

Diversity & Inclusion

We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Health and Safety

Get Living is responsible for providing a safe and healthy environment for all employees, residents, commercial occupiers, service providers, and visitors who may be affected by its undertakings across its portfolio. We are committed to continual improvement of performance, recognising the importance of investing in the health and welfare of our Employees by providing a physical and social working environment which is conducive to maintaining a healthy, fit and highly motivated workforce. We encourage a positive health and safety culture by actively promoting occupational health and safety through the provision of information, training, instruction and supervision. Through ongoing consultation with employees, partners and suppliers everyone is enthusiastically involved in managing risk and ensuring that our sites are a safe place to live, work and visit.

ESG

Get Living is committed to leading and promoting ESG initiatives as well as identifying ways to improve sustainability goals.