Lettings Negotiator (12 month FTC)

Location                Manchester

Employment Type    Full time, 12 month fixed-term contract

Company Overview 

Ocasa is not your typical property management company - we're redefining how residential properties are managed in the UK. Established to oversee a private investment fund's residential portfolio, we focus on delivering exceptional experiences to residents living in our high-quality, yet affordable homes. 

Role Overview

The Lettings Negotiator provides essential administrative and customer service support to drive resident occupancy levels. Reporting into the Senior Lettings Coordinator, this role encompasses managing the entire resident lifecycle from initial enquiry and tenancy progression to move-in, all while delivering exceptional customer service. This position requires a proactive approach, outstanding organisational skills and a commitment to exceptional customer service.

Key Responsibilities

• Effectively coordinate enquiries, schedule viewings, and collect feedback to advance prospects to the application stage when applicable. Efficiently manage the progression of leads from initial enquiry to application, ensuring prompt and effective resolution of any queries. Act as an Ocasa expert, delivering the highest standard of customer service throughout all interactions.


• Liaising with our Marketing team to ensure properties are added and removed when an application is received.


• Matching prospects with their desired property to move in.


• Schedule and manage bookings for viewings and check-ins in the diary of the Building Operations Team.


• Work collaboratively with our Resident Services Managers and Assistants to ensure a smooth transition throughout the tenancy lifecycle and enhance operational efficiency


• Ensure all necessary paperwork, holding funds and checks are in place prior to starting the referencing process and then again prior to handing an application back to the site teams to move in.


• Ensure payments have been received with the accounts team prior to move in.


• Effective data entry, recording and updating the in-house property systems (Yardi/Hubspot), ensuring all relevant team members and departments are notified.


• Ensure the accurate completion of tenancy terms and conditions and deposit registration.


• Escalate any resident lifecycle concerns to the Senior Lettings Coordinator.


• Collect feedback following viewings, move-ins, and move-outs, and systematically review this feedback to gather supportive evidence for recommended actions. This process ensures continuous improvement and high-quality service delivery.


• Maintain resident tenancy progression files and folders, fully utilising internal systems to streamline the resident lifecycle.


• Proactively build on your knowledge of our sites and the resident lifecycle, local market and industry knowledge to ensure delivery of exceptional customer service and contribute to new ideas of improving our ways of working.


• Support the Lettings Manager with additional company-wide tasks and projects, providing team cover where needed.


• Provide support to the Senior Lettings Coordinator in collating and submitting reports.


• Contribute to the ongoing development and improvement of company policies and procedures.

Experience and Qualifications

• Previous Lettings experience is preferred, or alternatively previous experience in an administrative or call centre-based role would be desirable.


• Exceptional communication skills (written and verbal), with the ability to build rapport with others easily and form strong working relationships.


• As the role is phone-based, a confident and professional telephone manner is essential.


• Proactive, results and goal orientated with experience of working in a target driven and fast paced environment.


• Strong administration and organisational skills.


• Confident IT skills with experience using multiple systems simultaneously. Proficient in Microsoft Office packages including Word, Excel and Outlook.


• Knowledge of Yardi and/or Hubspot is desirable.


• Exceptional organisational skills, great attention to detail with the ability to multitask and meet deadlines.


• Team player who is able to work alone and on own initiative


• A positive and can-do attitude, adaptable and with a keen interest in learning about the property industry.


• ARLA qualification or similar is desirable, or a willingness to work towards it.

Our Values

We have built a business to be proud of and our values are key to our ongoing growth. All Ocasa colleagues are expected to demonstrate our values in their ways of working.

Considered

We recognise our responsibility to act with a considered approach. It is through careful consideration that we achieve the best outcomes for ourselves and others.

Principled

We believe in doing the right thing, and we hold our principles closely in everything that we do.

Empathetic

Empathy is key to creating a culture that’s open, supportive, and kind. Whether it’s working with colleagues, residents, or external parties, we treat everyone with empathy.

Knowledgeable

We hold ourselves to a high standard, every member of the Ocasa team is an expert at what they do.

Additional Information 

The successful candidate must, by the start of the employment, have permission to work in the UK. 

We require all candidates that have been offered employment with us to complete a background check that will include eligibility to work in UK, employment referencing, DBS check, and depending on the role, further checks may need to be conducted.  

We know that to be truly innovative, we need to have a diverse team. That is why Ocasa Homes is committed to creating an inclusive environment and is proud to be an equal opportunities employer.  

We will make reasonable adjustments to our recruitment process to ensure that you have the best chance of success. Please contact our People team to discuss how we can support you: [email protected]