Lettings Team Leader in Liverpool

Salary: £35,804.52 + 10% bonus

Location: Liverpool Sales Office

Reports to: Internal Sales Manager

Team: Lettings & Tenancy Progression

Role Overview

Lead a busy internal lettings team, driving enquiry conversion, delivering great customer service, and ensuring full compliance across the tenancy journey. You’ll support lettings performance across a mixed portfolio – student HMOs, BTR and co-living – while spotting opportunities to improve processes, increase conversion, and support wider business goals.

Key Responsibilities

Team Leadership

• Coach and develop the team to hit KPIs and conversion targets.
• Hold regular 1:1s, monitor performance, and deliver ongoing training.
• Create incentives to keep the team motivated and sales-focused.
• Ensure all processes are followed consistently and compliantly.

Lettings & Tenancy Progression

• Oversee the full tenancy cycle from enquiry to move-in.
• Ensure all enquiries are captured, followed up and converted across all channels.
• Maintain full compliance including Right to Rent, Gas Safety, EPCs and related documents.
• Support with issuing tenancy agreements when required.

Reporting

• Produce regular performance and conversion reports.
• Analyse enquiry and booking trends to support strategy.
• Keep CRM records accurate and up to date.

Customer Experience

• Support customers via phone, email, live chat and social channels.
• Work with operational teams to stay informed about property features.
• Promote retention through consistent, high-quality service.

Skills & Qualifications

• Strong written English.
• Solid understanding of lettings legislation and industry best practice.
• Highly organised with strong time-management.
• Confident negotiator and effective communicator.

Personal Qualities

• KPI driven with a proactive, positive mindset.
• Able to motivate and engage teams.
• Flexible, adaptable and solutions-focused.
• Strong commitment to equal opportunities.