Lettings Operations Manager

Hatched Talent Solutions is supporting Bristol's multi award winning lettings agency, KPA Property Management as their Talent Partner during their crucial period of growth.

KPA Property Management has doubled in sales and units under management year on year for the past 3 years and due to this success, we are now seeking an experienced Lettings Operations Manager to come and join the team, permanently.

Their reputation is built on integrity, dedication, honesty and transparency. The team are truly on a mission to shake up the industry from the inside - reframing the lettings narrative and experience - one tenancy at a time!

The exciting part of joining KPA Property Management at this time is that it's not a typical 9-5 stuck in an office and needing to navigate the horrendous Bristol rush hour traffic as they don't have an office! Your work is carried out remotely and property visits are carried out as and when required. You have the autonomy to make this your own to grow and who knows, your role could look very different in 18 months.

The role involves supervising a team of 5 primarily remote staff and working closely with the Directors of the business. You will be responsible for overseeing day-to-day operations, ensuring high standards of service delivery, and contributing to the ongoing growth and success of the agency.

Key Responsibilities:

• Supervise and support a team of remote administrative staff, providing guidance, training, and mentorship as needed. Ensure team members are meeting performance targets and KPIs.
• Manage the operational aspects of our lettings business, including but not limited to property inspections, rent pricing, and tenant enquiries. Act as a resource for staff, addressing issues and providing solutions as they arise.
• Uphold our commitment to exceptional customer service by ensuring all interactions with landlords and tenants are handled with professionalism, care, and integrity.
• Make informed decisions to resolve tenant issues, handle crisis situations, and liaise with landlords and trade partners as necessary. Demonstrate quick thinking and sound judgment in high-pressure situations.
• Utilise our proprietary workflow systems and established software packages such as FixFlow and Xero to streamline operations and enhance efficiency.
• Maintain the highest ethical standards in all dealings with customers, colleagues, and stakeholders. Foster a culture of honesty, transparency, and collaboration within the team.

Qualifications and Skills:

• 5 years experience in residential lettings or property management is essential.
• Strong leadership abilities with the capacity to motivate and inspire a remote team.
• The ability to adapt and evolve with a growing agency.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Proven ability to make sound decisions quickly and effectively in a fast-paced environment.
• Must be a self-starter with a continuous improvement mindset.
• Tech-savvy with the ability to adapt to new systems and technologies.
• ARLA qualification is preferred, or a willingness to obtain certification with support from the company.
• Flexibility and willingness to take on additional responsibilities as needed.

Company Culture and Benefits:

• A dynamic and supportive team environment with a focus on collaboration and mutual respect.
• Opportunities for career advancement and professional development.
• Competitive salary with the potential for growth and equity ownership.
• Flexible work arrangements, including remote work options.
• Mileage reimbursement for travel within Bristol and surrounding areas.

What's On Offer

• Full-time
• Remote working
• Starting salary of £30,000 and will increase to £35,000 after 6-month probationary period
• 20 Days Annual Leave plus Bank Holidays
• Pension
• Employee Mentoring Program