- Providing excellent customer and performance focused team leadership, managing 8 team members in the Lettings & Enquiries Team. - Lead, manage and motivate the team ensuring individual self development and performance management including regular 121’s.- Responsible for the delivery of an excellent advice service to meet the needs of prospective residents , tenants and front line staff.- Monitor and provide monthly KPI reports on agreed targets, including phone stats, application and enquiry figures - reporting performance data.- Ensure that all customer service standards are met and investigating complaints or expression of dissatisfaction from customers.- Work with the Housing Teams to ensure that effective communication is taking place, including training and area meetings. - Provide inspirational coaching to drive performance during integration process and lead on integration ensuring the smooth seamless transition of processes with the least amount of disruption to customers. - Identify and implement improvements to Lettings & Enquiries to improve service and effectiveness during integration process. 

- Providing accurate audio typing of valuations and survey reports. - Invoicing banks and building societies for valuation reports. - Answering the telephone, taking valuation instructions and messages. - Managing the diarising of appointments for surveyors. Booking appointments and speaking to clients at banks/building societies and inputting data on a database system. - Filing and other general administration duties.