Lettings Agent in Cheltenham

Permanent, Full Time (37 hours per week)

Searching for a dynamic and flexible employer? Look no further than GCH. We trust our colleagues and empower them to deliver how it works best for our customers. We are now seeking a motivated and customer-focused Lettings Agent to deliver a high-quality lettings service across the organisation.

You will play a key role in providing a positive customer journey at the pre-tenancy stage, from application through to the receipt of a comprehensive welcome pack, ensuring all key performance outcomes and service standards are consistently met.

You will be responsible for our Choice Based Lettings function, ensuring properties are advertised accurately and on time, overseeing the shortlisting process, and keeping applicants informed throughout. You will assess applications against suitability criteria, organise affordability assessments, verify documentation in line with policy, and arrange and accompany prospective tenants to viewings to maximise offer acceptances. You will be instrumental in minimising void loss by ensuring properties of all tenures, including re-lets and new-build homes, are turned around within target timescales.

Working closely with Property Care, Development teams, colleagues and external partners, you will coordinate direct lets and management moves in line with the Lettings Policy, organise pre-termination inspections and key collection appointments, and contribute to weekly cross-team voids performance meetings to ensure systems and processes remain up to date.

The role requires strong communication and organisational skills, as you will manage all paperwork for new lets, maintain accurate records in line with GDPR, and ensure welcome packs are up to date, accessible and of high quality. You will be approachable and accessible to customers, provide advice to tenants, colleagues and partner agencies, and identify applicants with specific or vulnerable needs, working closely with health professionals and support agencies to ensure the most appropriate housing solutions are delivered.

We'd like you to have:

• Proven experience in a customer service or customer support environment
• Strong track record of delivering excellent customer-focused services to a diverse range of internal and external customers
• Experience using housing management and CRM systems to record, manage and process information
• Experience working in partnership with support agencies to signpost and support vulnerable tenants and sustain tenancies
• Experience liaising with partner agencies and local authorities regarding lettings, moves and prospective tenants
• Working knowledge of choice-based lettings schemes
• Knowledge of landlord and tenant law relevant to social housing
• Understanding of Section 106 allocation requirements
• Knowledge of local lettings plans and associated restrictions
• Strong knowledge of GCH housing stock and community profiles to support sustainable communities

Closing Date: 3rd March 2026. GCH reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.