Job Description
Job Title: Team Leader- LSC
Location: Pride Park
Brand: LRG
Salary: Competitive Salary Package
About Us:
LRG are an award-winning national property company, who are going through exciting periods of growth and offer tailored training and development programmes at all levels. With over 300 branches across England and Wales we have a reputation for perfection and delivering an outstanding customer experience. Investment in people is built into our culture, and there are opportunities for driven individuals to achieve their career aspirations within the company.
Job Summary and key responsibilities
We are seeking an experienced, organised, and customer focused Team Leader to oversee our onboarding team within a fast-paced lettings environment. This role combines tenancy onboarding, compliance management, customer service excellence, and people leadership to ensure a seamless move-in experience for landlords and tenants. As Team Leader, you will be responsible for managing a team of coordinators, ensuring all properties meet legal and regulatory requirements, monitoring service levels, and supporting team members to deliver exceptional service. You will act as a key escalation point, driving performance, accuracy, and efficiency while maintaining high standards of compliance throughout the tenancy onboarding process.
Key Responsibilities:
Team Leadership & Performance Management
Lead, motivate, and develop a team of Onboarding Move Managers.
Monitor team workloads to ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently achieved.
Conduct regular one-to-one meetings, coaching sessions, and performance reviews.
Provide ongoing mentoring and support to team members, promoting a culture of accountability and continuous improvement.
Act as the primary escalation point for complex cases, customer concerns, and compliance issues.
Identify training needs and support the onboarding and development of new team members.
Work collaboratively with New Lets and Move Management teams to ensure all in month deals progress to successful check in.
Tenancy Onboarding
Oversee the tenancy onboarding process from instruction through to move-in.
Verify property ownership documentation and ensure internal systems are updated accurately.
Ensure AML, PEP, sanctions, and other risk-based checks are completed in accordance with company procedures and regulatory requirements.
Monitor and secure all mandatory compliance documentation, including:
Gas Safety Certificates
Electrical Installation Condition Reports (EICR)
Energy Performance Certificates (EPC)
Any additional statutory compliance documentation
Review local authority licensing requirements, including HMO and selective licensing regulations.
Ensure all compliance requirements are satisfied before properties are marketed or occupied.
Administration & Process Management
Oversee the issuing, tracking, and completion of Terms of Business and Letting Agreements.
Ensure onboarding information is accurately recorded and maintained across internal systems and third-party platforms.
Manage referencing initiation and progression through external providers.
Audit data and financial information to maintain accuracy and compliance standards.
Identify opportunities to improve processes, efficiency, and customer outcomes.
Customer Service
Deliver exceptional service to landlords, tenants, and internal stakeholders.
Build strong working relationships through professional and proactive communication.
Manage and resolve customer queries, concerns, and objections effectively.
Ensure outstanding documentation and actions are chased promptly to avoid delays.
Maintain regular communication with clients throughout the onboarding journey, providing updates and managing expectations.
What are we looking for:
Previous experience in a leadership, supervisory, or senior role.
Strong organisational skills with the ability to manage multiple priorities and deadlines simultaneously.
Excellent attention to detail and accuracy, particularly when handling compliance, legal, and financial information.
Outstanding verbal and written communication skills.
Strong problem solving and decision making abilities.
Experience working to service level agreements and performance targets.
Ability to build effective relationships with both internal and external stakeholders.
Confident handling escalations and challenging conversations.
Desirable
Previous experience within the lettings, property, estate agency, or housing sector.
Knowledge of tenancy onboarding processes and property compliance requirements.
Understanding of AML, PEP, sanctions, and regulatory compliance procedures.
Experience using CRM systems, property management software, or bespoke platforms.
What we can offer you:
Proven track record for career growth and advancement within the company
Market leading training and ongoing professional development
Supportive and collaborative team environment
Benefits:
Competitive base salary and Commission structure
Quarterly and yearly awards
Salary sacrifice pension scheme
Generous Holiday allowance, increasing by 1 day per year based on service up to an additional 5 days holiday per year
LRG are an equal opportunities employer and encourage candidates of all backgrounds to apply. We look forward to welcoming a dedicated individual to our team who shares our commitment to excellence in the Real Estate Industry.
LRG does not engage the services of Recruitment agencies for the purpose of hiring. All job openings are managed directly by our Internal Recruitment team. We do not accept unsolicited CVs or candidate referral from Recruitment agencies, and any such submissions will not be considered.