Landlord Support Advisor

Full-time Permanent Associate

The UK's largest membership organisation for private residential landlords, the National Residential Landlords Association (NRLA) supports and represents more than 100,000 members across England and Wales.

Created by landlords, for landlords, it offers investors everything they need to run a successful and compliant lettings business, whether they are full-time property professionals running large portfolios or accidental landlords with a single let.

The NRLA is a trusted ally, on hand to guide members through the complex regulatory environment, with all the essential documents and guidance needed to run a successful and fully compliant business.

A truly member-first organisation, innovation is at the heart of what we do and have invested in and developed new proptech solutions for members, including the acquisition of property safety certification firm Safe2 and the development of the property management system Portfolio.

A dynamic and fast-paced organisation, the NRLA is a great place to work, and it is not just us saying that; we have Investors in People Gold status to prove it. The association was also named one of the best companies to work for in the UK in a list compiled by The Sunday Times.

Our enthusiastic and ambitious staff work out of offices in Central Manchester and Central London, with hybrid working options available. Colleagues typically work from home four days a week, with one day in the office.

We are looking for colleagues who are professional, adaptable, and innovative. In return, we offer an inclusive and creative working environment with attractive options for training and career development, and a competitive salary and benefits package.

Please note the closing date for this role is 12 pm on Friday 24th April. However, we reserve the right to close it early if we have a sufficient number of applications.

• 25 days annual leave increasing to 26 days with three years’ service, 27 days with five years’ service and 28 days with seven years’ service
• Additional annual day off for your birthday
• Salary exchange Pension scheme
• Life assurance
• Cash plan health and wellbeing benefit including Employee Assistance Programme and counselling service
• Sick pay
• Cycle purchase loans, season tickets loans and interest free staff loans
• Complimentary NRLA membership
• Non contractual annual performance-related bonus scheme
• Enhanced maternity and paternity pay

Answering Landlord queries, predominantly via phone calls, but also by other means (including video, email, live chat, online forum etc.) in a consistent and timely manner, providing informed advice to members of the NRLA.

• Answering calls from members, providing a consistent and informed response to detailed queries about the private rental sector (PRS)
• Log details of calls for future reference
• Answering queries from members via other methods of contact (email, live chat, online forum etc.)
• Achieve the required standards of performance based on KPIs, including call answer rates, and maintain high levels of satisfaction, measured through feedback, call assessments and other measures
• Actively listen and respond with practical solutions and focused advice
• Provide supplemental information/resources to support the advice provided, including signposting to third-party services or training
• Liaise with other departments and carry out any other general duties as required

• Contribute to identifying gaps or inconsistencies within the NRLA knowledge base and developing content to rectify these
• Feedback issues that landlords are facing to colleagues to ensure that consistent messaging/content can be developed and represents the NRLA view
• Propose improvements to NRLA content to improve the member journey and internal processes
• Be proficient in technologies that support the team, including CRM, phone systems and navigation of the website
• Demonstrate a sound understanding and use of team processes, suggesting improvements when identified
• Ensure compliance with relevant legislation at all times, including GDPR

• Identify development needs on the Private Rental Sector, including legislation and use content available (via the NRLA website/ CPD / self-learning/accreditation etc.) to self-learn, refresh and review knowledge
• Actively attend and participate in knowledge sharing and workshop activities including regular training courses that will enhance knowledge in the organisation
• Ensure call assessments are to a set standard
• Call handling skills held to a set standard
• Customer service skills held to a set standard

Educated to GCSE level as a minimum, and must include English and Maths

• Excellent interpersonal skills and communication skills
• Professional telephone manner with the ability to build a rapport and keenness to help others from an advisory capacity, including…