LRG

• Process Management • Work closely with the Process & Development Manager to constantly review, enhance and develop day to day process within the letting business • Carry out investigations and planning to ensure the smooth efficient and compliancy of all new and existing processes • Assist in the creation and development of new processes • Investigate process where efficiencies need to be made and produce an alternative working method • Test processes due to be implemented in order ensure robustness and compliance • Prepare user notes and assist in the preparing for processes to be released • Liaise with internal departments on process development • Liaise with P&I Advisor/Trainers to ensure that process can be accurately and easily delivered to the business. • Liaise with Procedural Team to ensure internal / external documentation updated and letters produced. • Projects • Assist in or carry out any special projects, research, troubleshooting or investigate duties, with the utmost discretion • Be prepared to learn new systems/databases/practices to aid role out to lettings business • General • Highlight any procedural or policy updates, amendments, queries or discrepancies • Implementation, testing, training and monitoring of new company procedures or policies as directed • Display and follow good company practices and policies at all times. • Assist in establishing a process and procedure for new fields/projects • Learning new systems, databases, processes and procedures to confidentially and efficiently deliver these to the business

• Portals Management • Set up new branches and new users for acquisitions / internal branch & portfolio changes (incl. manual moving of records between branches where required) • Facilitate portal invites for acquisitions • Set up / remove new starters / leavers on relevant portals • Manage password security • Maintain training manuals / videos • Manage portal enhancement releases to branches and portal users • Manage, prepare and releases to business on adhoc basis • Notify teams to ensure key documentation / letters prompt or mention portals where necessary • Assist in updating, uploading and maintaining new documents, current content, disclaimers etc. on portals • Manage, monitor and update P&I Platform is always up to date adding new links and pages as necessary • Manage, monitor and update Wiki guidance documents • Monitor queries for future enhancement / development • Assist in the planning of portal development / projects • Constantly review how we can increase portal usage, internally and externally • Carry out testing on portal enhancements • Monitor and report of portal usage • Carry out portal housekeeping as required • Ensure portals have up to date branch information at all times • Prompt and ensure exposure of portal at all opportunities • Daily management of Portal Admin inbox, to include actions, audits and record keeping • Manage general user queries generated from the helpdesk • Provide reporting from helpdesk tickets logged in order identify training needs or portal development • Manage and monitor portal reporting to Directors • Highlight any procedural or policy updates, amendments, queries or discrepancies • Implementation, testing, training and monitoring of new company procedures or policies as directed • Display and follow good company practices and policies at all times. • Complete Training Logs and Staff Induction programs for all training carried out. • Assist in establishing a process and procedure for new fields/projects • Learning new systems, databases, processes and procedures to confidentially and efficiently deliver these to the business

• The Data Operations Analyst provides day-to-day operational data and reporting support across LRG. • The role focuses on supporting existing reporting outputs, investigating data issues, and assisting with data testing during migrations and system changes. • This role is execution-focused and works within defined processes, standards, and priorities.

• Manage and resolve customer complaints, supporting branch teams. • Provide administrative and technical support to the Customer Care Manager and Director. • Manage the Customer Care email inbox, allocating emails with a colour coding system. • Review complaints and refer cases to a Regional Director for prompt response. • Accurately record complaints and ensure all Service Level Agreements are met. • Respond promptly to the Customer Care phone line in a professional manner. • Hold video meetings with senior staff regarding Stage One complaints.

• Providing administrative support to the Case Management Manager and Director of Customer Support and Engagement • Investigating cases and providing summaries to the Case Management Manager • Drafting responses to Letters Before Claim, Defence and Witness Statements • Managing the insurance notifications to ensure all cases are recorded accurately • Liaising with senior staff and keys stakeholders to oversee the management of serious complaints and legal cases against the group • Ensuring all strict deadlines for legal and insurance cases are met • Processing court paperwork and liaising with the courts where action is in place • Liaising with legal counsel to provide guidance to key stakeholders • Building and maintaining a good working relationship with the insurance brokers • Recording significant complaints/claims received into the Group, assisting with the acknowledgements and ensuring claims meet deadlines imposed • Carrying out investigations, collating data, scheduling and chairing meetings where required • Ensuring a working knowledge of Leaders and Romans systems and procedures and the variations in the business • Assisting in the training of new team members as and when required to ensure knowledge is shared • Keeping abreast of changes in industry legislation

• Managing relationships with landlords and tenants, ensuring seamless communication and transparency throughout • Addressing issues promptly while maintaining a high level of service delivery • Overseeing and managing portfolios in cases of property manager vacancies • Ensuring properties are maintained to a high standard, promptly processing maintenance tasks • Maintaining excellent communication with all parties involved • Collaborating with internal teams to resolve issues and enhance customer experience

• Procedural Administration • Assist in the collating of Right to Rent data across the business • Assist in the management of the ongoing Right to Rent reviews across the business • Using the CRM to track data and manage reviews • Check and record Right to Rent reviews in database and chase tenants where relevant • Provide reporting of risks to the business in relation to expired Right to Rent • Assist with contractor onboarding support • Assist in or carrying out any special projects, research with the utmost discretion

• Lead the end-to-end onboarding process for new property portfolios • Build strong, respectful relationships with landlords • Support the Lettings team by updating them on onboarding progress • Track onboarding milestones and monitor property portfolio statuses • Compile accurate weekly reports detailing onboarding progress • Collaborate with internal departments to uphold robust onboarding processes • Carry out general administration duties with integrity and attention to detail

• Learning conveyancing process, processes of the various housing associations, supporting clients (buyers, sellers & corporate clients) through the sale/purchase process. • Liaising with solicitors and other 3rd parties. • Invoicing and accounting. • Building and retaining long term relationships with our Housing Association & Registered Provider clients, and attending regular meetings plus (in some cases) using our clients CRM system when required • Assisting the Senior Move Manager