Lettings & Viewings Coordinator

Purpose of the Role

To conduct high-quality, in-person property viewings and tenant check-ins across the portfolio, ensuring every prospective and new tenant experiences a well-organised, professional first impression of the property and the business.

This role exists to deliver well-prepared, well-attended viewings that convert interest into applications, stage and move marketing kits so every void room is show-ready, conduct smooth, professional tenant check-ins on move-in day, and maintain a strong, qualified applicant pipeline to support high occupancy.

Ultimately, this role is responsible for turning interest into occupancy through excellent in-person delivery.

Key Responsibilities

Viewing Delivery (primary responsibility)

• Conduct viewings in person across the portfolio, working to a scheduled diary
• Confirm appointments ahead of time and follow up to reduce no-shows
• Ensure every viewing property is presented well and show-ready before arrival
• Provide applicants with relevant information on the property, houseshare and tenancy terms during the visit
• Give confident, accurate answers to applicant questions on-site

Marketing Kit Staging & Void Room Prep

• Collect, stage and move marketing kits between void rooms ahead of each viewing
• Ensure void rooms are presentable and consistent with brand standards
• Flag any condition issues found in void rooms during staging visits

Tenant Check-Ins

• Conduct move-in check-ins with new tenants, in person
• Talk new tenants through house rules, facilities and key information on arrival
• Ensure a smooth, positive handover on move-in day
• Support check-outs and inventories as required

Applicant Qualification

• Ask the right questions to assess suitability, in person and prior to booking a viewing
• Filter out unsuitable applicants early
• Maintain clear records of applicant status

Pipeline Management

• Maintain a clear and organised applicant pipeline
• Follow up with warm leads and interested applicants after viewings
• Re-engage previous enquiries where appropriate

Enquiry Handling (supporting task, not primary focus)

• Respond to incoming enquiries (SpareRoom, email, phone) where needed to book in viewings
• Log and track enquiries in the CRM

Systems & Admin

• Keep CRM, trackers and systems up to date following each viewing and check-in
• Track viewing and check-in performance metrics
• Any other reasonable business requests

Working Pattern

This is a field-based role: most of the working week is spent travelling between properties to conduct viewings and check-ins. It is fully on-site and in-person, with no work from home. Own transport is required to travel between properties within the Reading area (15-mile radius), and some evening and weekend availability is needed to accommodate applicant and tenant schedules.

What This Role Does Not Cover

This role is not primarily a phone or enquiry-handling position: enquiry response supports viewing bookings, but it is not the main output. It does not include closing deals or making final tenancy decisions, managing tenant relationships after move-in, onboarding documentation or compliance, or maintenance and operational issues. It is not a desk-based, remote or hybrid role, and it does not extend to marketing strategy: the role uses existing channels and materials only.

This role feeds the pipeline through in-person delivery; it does not manage the full tenant journey.

What Success Looks Like

Viewing Delivery: Viewings are well-organised, well-attended and well-presented, with reduced no-show rates and properties consistently show-ready ahead of each visit.

Check-In Quality: New tenants receive a smooth, professional move-in experience, with check-ins completed accurately and on time.

Marketing Kit & Presentation: Kits are staged and moved correctly and on schedule, and void rooms are consistently presentable.

Quality of Applicants: Strong filtering reduces time spent on unsuitable applicants and improves the match between applicants and properties.

Pipeline Strength: A consistent flow of qualified applicants is maintained, supported by a strong follow-up process that increases conversion opportunities.

Behavioural Indicators: A confident, professional in-person manner; highly organised and reliable with a travel-based schedule; persistent with follow-ups; detail-oriented, especially around property presentation; and positive, professional and engaging face-to-face.