Lettings Executive

Job description

Upad has become one of the UK’s award-winning and the largest online letting agent and one of very few online letting agents providing everything needed to successfully to let properties.

The Upad team always puts customers first, leading them and providing trusted guidance through the tenancy or rental life cycle, offering a friction-free process. Upad aim is to continuously work on further and better services. We never stop trying to make things better.


The Role


Upad currently has vacancies for Lettings Executive, to apply for this role, you must be ARLA Property Mark Certified. This role requires you to focus on primarily providing Account Management duties.

This means, you will be required to create long term, and trusting relationships with Upad’s customers, from post purchase of Upad products to order fulfillment and beyond.  You will also will be required to be, hands-on, as you will be overseeing a portfolio of   online lettings accounts, consisting of diverse range of landlord customer accounts. The role will also focus on meeting customer care KPI targets, building team communication and engagement and develop sales opportunities. Following the purchase of our online letting services, you will own the management of the customer account and drive customers letting advertisement, which includes tenant referencing, tenancy agreements to collection of funds.


If you are familiar with account management software (CRM), have a flair for customer communication, have experience working in lettings, understand consumer behavior, we’d like to meet you.

You will also need to be flexible, as you will be required to work over the weekends and evenings.


This role will include but not limited to:

  • Serve as the lead point of contact for all customer account management matters
  • Build and maintain strong, long-lasting customer relationships
  • Ensure the timely and successful delivery of our solutions according to customer needs and objectives
  • Quality control of adverts ensuring pictures and description are good quality and compliant
  • Monitor and feedback on property and providing solutions for poor advertising performance
  • Manage the tenant referencing process; ensuring landlords are aware of any delays and any tenant credit risks
  • Create and manage any changes to AST; follow up with signatures to close workflow in a timely manner
  • Facilitate transfer of funds and protect any tenant deposits
  • Ensure the CRM: Salesforce and Freshdesk and all notes are consistently and accurately updated
  • Consistently outperform personal KPI targets
  • Revenue generating; actively upselling where possible




  • Experience in Customer Service – essential and ideally eCom, CRM based or property experience
  • Proven sales against target performance
  • Must be ARLA Property mark Certified
  • Strong people skills
  • Ability to communicate in a professional and polished manner; accurately and with positive and constructive feedback
  • Team player; supporting members of own and other team members
  • Negotiating and influencing people and business
  • Creativity, innovation and self confidence
  • Proven track record of delivering KPI’s in Customer Service and Sales targets
  • Ability to analyse problems and provide effective solutions
  • Flexible working hours (weekends where appropriate)
  • Objective, solutions orientated, and success focused



Upad is committed to making a good place to work. You will receive the following:


- Pension

- Cycle to work scheme - Career progression and a competitive Performance Related Pay