Inbound Enquiries Coordinator - Lloyds Living

Purpose of the Role

Be the first point of contact for prospective Customers. You’ll manage all inbound lettings enquiries, market properties through our property management systems (PMS), and coordinate viewings for our team of Area Hosts—ensuring every prospect gets a timely, professional response and a smooth path from enquiry to viewing and through to application.

Key Responsibilities

Enquiry Handling

• Own the web prospects queue and all inbound calls/emails/messages, ensuring every lead is captured and progressed in our PMS system.
• Pre qualify prospects against lettings criteria (budget, move date, bedrooms, location fit) using the agreed Initial Enquiry script/checklist; record outcomes and next steps in SLM.
• Book viewings for the appropriate Area Host, coordinating times, confirmations, and calendar invites; send reminders and capture post viewing feedback/actions promptly.
• Meet service levels: respond within office hours and complete first contact within 24 hours of the enquiry being logged, with exceptions flagged.

Property Marketing

• Create and maintain high quality listings in the PMS and on portals (Rightmove/Zoopla/On the Market), ensuring accurate descriptions, pricing, floorplans, and photos.
• Ensure each scheme has the required collateral (professional photos, floorplans, brochure/USP, virtual tours) and that listings are ready to launch in a timely manner.

Pipeline Visibility & Reporting

• Keep the pipeline up to date in SLM across Enquiries → Viewings, ensuring data quality for weekly reporting and actions.
• Produce concise weekly commentary: lead volumes, viewing conversion, application status, no show/reason codes, and recommended actions to reduce voids.

Customer Journey, Compliance & Data Handling

• Provide a great first contact experience and consistent follow ups, capturing and acting on feedback within agreed SLAs.
• Handle personal data in line with the Privacy Notice.
• Support Right to Rent, affordability, and referencing steps by collecting required information accurately at enquiry/booking stage (handover to Area Hosts/PM as per process).

Coordination & Continuous Improvement

• Work closely with Area Hosts to balance diaries, reduce gaps between enquiry and viewing, and minimise no shows.
• Surface local market insights and listing improvements back to the Leasing & Marketing teams (asset quality, pricing signals, collateral needs).

Skills & Experience

Must Have

• Experience in a property lettings or sales coordination role.
• Confident handling a high volume of calls and emails, with excellent telephone manner and written communication.
• Experience working with property management systems, preferably SLM/Qube PM.
• Knowledge of UK residential lettings, property portals (Rightmove/Zoopla), and viewing logistics.
• Familiarity with marketing assets/collateral requirements (photos, floorplans, virtual tours, brochures).
• Organised, persistent follow up; comfortable coordinating multiple diaries and locations.
• Customer first mindset with sound judgement on pre qualification and next best action.

Nice to Have

• Experience producing weekly MI and commentary for a leasing/lettings pipeline.

About working for us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it’s why we especially welcome applications from under-represented groups.

We’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits package, which includes

• A generous pension contribution of up to 15%

• An annual performance-related bonus

• Share schemes including free shares

• Benefits you can adapt to your lifestyle, such as discounted shopping

• 24 days’ holiday, with bank holidays on top

• A range of wellbeing initiatives and generous parental leave policies

If you’re excited by the thought of becoming part of our team, get in touch.

We’d love to hear from you.

(Please note our roles can generate a considerable amount of interest and can close early so don't miss out on this opportunity to apply today.)