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Job Role: Lettings Office Manager

Location: Luton

Job Sector: Property Services - Build to Rent

Hours: 35 hours per week

Our Build to Rent (BTR) division is where we manage property portfolios across the UK in purpose built build to rent developments. Our key focus is on creating a lifestyle for our customers to enjoy and this is delivered through our leasing and residential services operation.

As the Lettings Manager, you will contribute to our vision of being the leading residential property manager, as recognised by others by:

  • To provide leadership, coaching, mentoring and guidance to colleagues to enhance standards of portfolio property management service in leasing up asset strategies, managing customer service functions and operational requirements.
  • Deliver a proactive and strategic focus, with operational and leasing up accountability for the Build to Rent portfolio, delivering expected KPI’s to include maximum return on investment for the client, asset and management compliance and service excellence.
  • Provide support to the Business Development team in bids and research.

This role reports to the Director of Build to Rent and has a team of up to 6 direct reports and no indirect reports.

About You

You have significant lettings and leasing up experience with a keen interest in the Build to Rent sector.

Strong planning, organisational and time management skills comes naturally to you. You may be educated to degree level or have relevant experience with current ARLA membership.

You are an exceptional communicator to a wide audience, both internal and external, via verbal, written and digital media. You have strong influencing skills and are an excellent negotiator at all levels.

Being a driven individual, you are able to mobilise a new team and property portfolio and can use data and insights to make decisions.

You act as a role model, identifying skills and abilities in others and actively share information in order to approach differing customers and issues effectively.  You demonstrate experience of managing people as well as multiple budgets.

You’re flexible and resilient, able to work under pressure to achieve measurable outcomes, outside standard working hours if required.

About Us

FirstPort is the largest and most experienced residential property manager in the UK, employing more than 3,000 colleagues dedicated to looking after peoples’ home. 

Great property management is about more than just bricks and mortar. We recognise and value the contribution our people make to our business and we are committed to ensuring they are skilled and equipped to do the best job they can and that they have the opportunity to realise their full potential.

Our Values set out the commitments we have made to deliver excellent service and they inform the relationships that we have with customers and clients.  They shape our culture and are used in measuring and rewarding performance.

Main Responsibilities

  1. Manage and develop the leasing strategies, levels of occupancy, customer service function, customer retention, client management and operational delivery with a strong facilities management and customer service bias.
  2. Supporting the Business Development team in bid preparation through to presentation and review, and proactively researching leads for new business and current industry trends and competitor analysis to mitigate any occupancy erosion. Implementation of robust strategies to maintain and grow FirstPort’s leading position of being best in class.
  3. Managing and co-ordinating the leasing process and team by generating and monitoring leads, leasing properties, qualifying prospects, preparing documentation and completing move-in and out procedures in accordance with established policies and procedures.
  4. Recruiting new team members by actively networking. Constantly encourage, develop and review rising talent as part of wider colleague retention strategy which spans across the business.
  5. Overseeing the key management to ensure operational delivery is maximised and the site based teams are meeting and exceeding key performance indicators that work in unison with the leasing strategies and property management. Encouraging and promoting a collaborative approach.
  6. Overseeing and monitoring customer contact flow to ensure waiting times, quality and speed of responses all meet targets.
  7. Maintain a strong relationship with the wider FirstPort community to ensure operational excellence in portfolio and asset management. Understand who the key stakeholders are and how to work best with them, in particular external contractors and suppliers, Technical Services, Health and Safety and Finance.
  8. Develop and maintain processes and procedures for the Build to Rent team which improves the product and service.
  9. Ensure daily, weekly and monthly metrics reporting is completed, analysing results and using data to drive improvements from a client, customer and internal perspective and manage the P&L and effectively achieve set targets.
  10. Encourage and foster innovation and best practice, sharing and collaborating across FirstPort teams to share and embed best practice, new ideas, and to maximise commercial advantage.

The Benefits

Our customers deserve the best and the same applies to our people.  We’ll support you with all of the technology, training and support that you need to do your job well.  We offer competitive salaries and a range of benefit packages. In addition to the core benefits, we also offer a range of exclusive discounts on extra benefits to help you and your family make the most of your money, safeguard your future and look after your health.


We’re committed to promoting diversity at FirstPort and recruit on merit.  We will consider applications from job share applicants.

Ready to Apply?

Click the below apply button to start your application for this role.  We will ask you to upload your CV and answer a few questions.  You may also be asked to complete verbal and numerical reasoning tests online.

If you meet the criteria for the role we’ll be in touch to arrange a short telephone interview and our shortlist of candidates will be invited to attend interviews with the hiring manager and up to three other key stakeholders.

About The Company
FirstPort Values:

We look out for people’s best interests, and show we care by dealing with them in a warm and friendly manner.

We’re creative and resourceful. We strive to improve what we do and how we do it, so we can provide the best ideas and solutions to look after people, their homes and communities

We listen, consult and take on-board people’s opinions and needs. We understand the importance of the home and community in people’s lives, and act with respect at all times 

We’ve the qualifications, experience and take great pride in our work to consistently deliver the highest standards and value for money. We’re informed, and we’re always building on that knowledge to constantly improve our quality of service 

We’re always professional, reliable, open and honest. People can depend on us to keep our promises and follow through on our commitments

We pride ourselves on the following standards:

  • Strong Health and Safety
  • High Site Standards
  • Great Customer Communications
  • Healthy Estate Finances