Property Liaison Officer

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Job Description
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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. xkybehq 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.
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Location:
Newcastle Upon Tyne
Job Type:
FullTime

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