Key achievements:Trained all staff levels in legislation changes via bi-monthly training days.Recognised by stakeholders and employees alike for embedding a number of revised and service led processes; increasing commercial performance and customer satisfaction levels in the process.Led notable improvements in the level of complaints being escalating to the Ombudsman.Key Responsibilities:Sought upon within a lead senior role to oversee the seamless collaboration between teams and individuals within Tenancy Service; facilitating the achievement of service and commercial objectives in the process. Ensuring full adherence of the company to associated and relevant regulations and undertaking ad-hoc and periodic audits on all processes as required.Leading and managing staff members through leading by example, regular appraisals and employing an enthusiastic yet target driven demeanour. Mitigating the escalation of ‘low level’ complaints through giving the autonomy and authority to staff members to resolve appropriately.Ensuring all activities take place within the framework of regulatory guidelines and resolving TPO cases as required

Previous Roles Held:2005 – 2009 Lettings Manager2004 – 2005 Senior Lettings Consultant2000 – 2004 Lettings NegotiatorAchievements During Tenure:Accrued several promotions within the company during tenure.Coordinated over 5,000 tenancies and reduced average void periods.Won TPO complaint cases against company.Recognised and sought upon for exceptional knowledge of the industry.Retained customer business year on year, ensuring repeat custom was achieved.Formed and maintained record leading Lettings Team - meeting company objectives and targets.Designed and created outstanding quality property adverts.Ensured that all photography was executed to a high standard.Ensured that all properties taken on were to a high standard.Ensured that all properties let were fully compliant.Trained several staff members to ARLA qualification level.Played a pivotal role in increasing business growth by 25%.Ensured 80% conversion rate of property take ons from valuations.70% Conversion of managed take ons over introduction only.Responsibilities:Worked with customers, work colleagues, and key company suppliers solving specific challenges whilst keeping abreast of competing markets and businesses in the area.National Franchise Trainer Concentric Lettings Sister concern (developing newly set up franchisees). Accountable for driving rapport with customers to support business objectives in repeat and referral business.Resolved customers’ or suppliers’ grievances ensuring continual trust and a ongoing commercial partnership Handled TPO claims.Led a team of staff and performed various HR functions to support harmony of the team.

Created in 2010, Concentric Lettings is a sister concern of Lawons. My involvement included developing a two week training agenda which gave franchisees an intense insight in to all roles they would be responsible for, whilst working from the front line. The franchisees were not expected to have dealings with any property management aspects as this would be taken care of by experienced staff at Head Office. They would be responsible for winning new business and finding tenants for their properties, creating tenancy agreements and organising services such as inventory checks, safety checks etc.During a 7 month period I stepped away from managing my branch to work closely with our newly set up franchisees, coaching them on subjects such as successfully winning business from attending valuations, converting instructions from let only to fully managed, creating outstanding quality property adverts, keeping ahead of the competition and ensuring that a healthy rapport was maintained with their new landlord clients. At the end of the 7 month period, I returned to manage Lawsons.