Head of Lettings Support (Residential Lettings) - Bristol

A unique opportunity to join a top Residential Lettings and Property Management Company in Bristol as Head of Lettings Support. This position is an operations and people leadership role, focused on ensuring that our client facing services meet the highest standards in quality, compliance, and customer satisfaction.

This role’s mission is to ensure a smooth and seamless letting process by overseeing all aspects of tenancy administration, ensuring all procedures meet legal requirements and business standards, and is responsible for nurturing an ethos of quality within the team.

The Head of Lettings Support will provide coaching and guidance to ensure the team’s success. They will audit key processes, track team performance using KPIs, and continuously refine workflows to improve efficiency and customer satisfaction.

The Package

Salary of £35,000 to £40,000
Bonus scheme, up to 5% annually
Hybrid working, full time, Monday to Friday
22 days holiday, plus bank holidays
Comprehensive benefits package

Key Responsibilities

Leadership & Team Management

Lead and develop the Lettings Support team, overseeing Administrators, Compliance, and Accounts Managers.
Manage workflows, team performance, recruitment, and onboarding.
Foster collaboration with the team to ensure a seamless client and tenant journey.
Drive innovation and process improvements.

Administration & Operations

Oversee key administrative processes, including landlord onboarding, tenancy agreements, compliance documentation, property marketing, maintenance coordination, and end-of-tenancy management.
Provide expertise in lettings legislation and ensure the CRM system is optimally utilised.

Compliance & Legislation

Ensure adherence to industry regulations and conduct regular audits.
Stay updated on legislative changes and train the team on compliance best practices.
Oversee the management of safety certifications, legal notices, and other compliance-related documentation.

Client Accounting

Oversee client accounting functions, including rent collection, deposit management, and financial reporting.
Ensure timely and accurate processing of payments and compliance with tax regulations.

Reporting & Insights

Generate and analyse reports on compliance, tenancy progress, and team performance.
Identify risks and recommend improvements to enhance efficiency and effectiveness.

Core Behaviours

Consistently meets or exceeds business objectives with creativity, problem-solving, and a commitment to continuous improvement.
Exemplifies company values, promoting a positive, inclusive culture and serving as a role model for others.
Advocates for and adapts to change, identifies improvement opportunities, and takes initiative in problem-solving.
Maintains high standards, attention to detail, and continuously exceeds performance benchmarks.
Communicates clearly, listens actively, and engages in constructive feedback exchanges.
Demonstrates integrity in all actions, ensuring decisions are aligned with company values and are transparent and fair.

The Ideal Candidate

Proven experience in a leadership role within residential lettings, compliance, policy, data controller, or similar role
Proficiency in team management and coaching, with a proactive, motivating approach to driving team performance.
A strategic thinker with problem-solving abilities, resilience, and adaptability to deliver in a fast-paced environment.
Strong organisational skills, attention to detail, and a customer-first mindset.
High proficiency in core IT systems.
A full driving license and own transport.
ARLA Level 3 qualification (Level 4 preferred)