Customer Administrator

This role is a 9-month Maternity Fixed Term Contract.

Working within a team of Customer Administrators, the role manages the resident journey from reservation to move-in, ensuring accuracy, efficiency and compliance with company policy and relevant legislation.

The Customer Administrator works closely with residents, Customer Advisors and Neighbourhood teams, often acting as one of the first points of contact for residents. Operating in a fast-paced, high-volume environment, the role requires accuracy, clear communication and ownership of workload, while contributing to ongoing improvements within the Customer Hub.

• Handling incoming customer enquiries across all Get Living portfolios and Neighbourhoods, taking ownership through to resolution and providing a friendly, professional, high-quality service.
• Managing new tenancy administration from reservation to move-in, including qualifying applications,  Right to Rent checks, referencing, fraud checks, and preparing tenancy agreements and prescribed information.
• Managing ongoing contracting activity in compliance with legislation, data protection and Get Living policies, including:
• renewals, transfers, extensions and surrenders.
• parking, storage and temporary licence agreements.
• pet applications, utility agreements and payment plans.

• Responding to resident enquiries professionally and promptly.
• Building positive relationships with residents and colleagues.
• Communicating clearly and proactively throughout the resident journey.
• Managing expectations appropriately whilst adhering to company policies.
• Working collaboratively across departments to resolve issues efficiently.

• Managing a high-volume workload whilst maintaining exceptional attention to detail and prioritising competing workloads effectively.
• Using technology and systems confidently and accurately.
• Taking ownership of individual workload and responsibilities.
• Identifying opportunities to improve processes and ways of working.
• Positively contributing to the ongoing development of the Customer Hub.
• Maintaining high levels of quality and satisfaction measured through feedback, ticket management and other measures, including Home Views and Google reviews.

• Processing payments, raise charges, account amendments and rent splits.
• Administering Auto Pay and Direct Debit instructions.
• Issuing resident statements.
• Registering, releasing and re/deregistering tenancy deposits.

• Maintain up-to-date knowledge of relevant legislation and company policy, including Right to Rent, GDPR and residential tenancy legislation.
• Chase rent arrears and other debt in line with agreed processes, liaising with Neighbourhood Hubs and Finance.
• Support statutory notices and legal proceedings (e.g. section notices, evictions, bailiff appointments), liaising with solicitors where required, supported by the Senior Customer Administrator.

• Previous experience in Build to Rent, residential lettings or residential property administration.
• Strong track record of delivering high-quality customer service in a fast-paced environment.
• Experience managing the end-to-end tenancy administration process, including residential contracts.
• Experience using a tenancy referencing platforms, such as Home Let.
• Good understanding of Right to Rent requirements.
• Good working knowledge of Microsoft Office.
• Experience using Yardi.
• Experience using Hub Spot or similar CRM systems.
• Knowledge of tenancy deposit administration.
• Experience supporting arrears or debt management processes.
• Knowledge of current residential lettings legislation.
• Effective verbal and written communication.
• Well…