Landlord Support Team Leader FTC

Full-time Permanent Associate

Posted 03 Aug 2026

The NRLA:
Who we are

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 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.

The NRLA package:

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

Main Purpose & Scope of Job:

Ensure that the NRLA delivers a first-class landlord support service for our members by managing time, coordinating, supporting, training, coaching and mentoring a team of advisors.

Ensure that this leading front-line service always provides effective and professional engagement with members by providing exceptional levels of customer service across all channels utilised. Project the values of the NRLA by promoting its position as the leading independent national organisation.

Find ways to reduce the need to call us by ensuring appropriate online information is provided and signposted to members and that new technologies are tested and effectively deployed.

Duties & Key Responsibilities

People Management:

• Carry out daily team management activities including managing attendance, division of duties, holidays and sickness.
• Manage rota working in conjunction with fellow Team Leaders
• Ensure the team delivers to the agreed KPIs including the Service Level Agreement, abandon rate and agent availability.
• Review and resolve escalations including complaints & satisfaction surveys and provide training and build the knowledge of the team to reduce escalation volumes.
• Ensure that individual team members have the resources, systems and knowledge to complete their role effectively.
• Coaching/training team members in their development, including system updates, IT systems and the private rented sector.
• Monitor performance through individual 121s & performance development reviews, ensuring objectives are set and met. Deal with poor performance when appropriate, involving the Director and the HR department if a team member is consistently not meeting expectations.
• Offer support on any issues that may arise within the team and ensure they are successfully resolved.
• Assign and delegate tasks to team members on an ongoing basis.
• Ensure team…