UK Lettings & Tenancy Management (Maintenance)

Role: Tenancy Support (Maintenance)
Location: Remote
Hours: Full Time, UK Hours (9:00am – 5:00pm)
Salary: $600 Basic + Performance Bonuses (OTE $700+ per month)

ForTheLandlords is an UK lettings and tenancy management company that manages properties for landlords across England.

Over the last 12 months, our Virtual Assistants have played a huge part in our success. We believe in investing in our people, providing genuine career progression opportunities and creating an environment where team members are trusted, valued and developed for the future.

We're now looking for an experienced Tenancy Support (Maintenance) Virtual Assistant to join our Tenancy Management Team.

This is more than just an administration role. We are looking for someone who can take ownership, solve problems, build relationships and become a key member of our growing business.

About the Role?

You will work as part of our Tenancy Management Team, supporting landlords, tenants, contractors and fellow team members to deliver exceptional customer service.

Your responsibilities will include:
Managing maintenance issues from initial report through to completion
Liaising with landlords, tenants and contractors
Providing clear and professional updates to all parties
Handling inbound and outbound telephone calls
Managing email enquiries and service tickets
Monitoring maintenance jobs and ensuring they progress within company targets
Updating records within our CRM system (Street)
Assisting with tenancy administration and property management tasks
Supporting colleagues across other departments when required
Building strong relationships with landlords and tenants
Delivering the highest standards of customer service

Essential Requirements:
✅ Minimum 2 years' experience within UK lettings or property management
✅ Excellent spoken and written English
✅ Strong attention to detail
✅ Excellent communication skills
✅ Ability to manage multiple priorities simultaneously
✅ Comfortable speaking with landlords, tenants and contractors
✅ Reliable internet connection
✅ Own laptop or desktop computer
✅ Professional headset and webcam
✅ Dedicated and quiet workspace (no internet cafés or public working environments)
✅ Positive attitude and willingness to learn

Knowledge & Experience
Whilst training will be provided, experience or knowledge of the following would be advantageous:
Tenancy management
Property maintenance
Deposit protection
Compliance requirements
Gas Safety Certificates
EICRs
Property licensing
Rent increases
Contractor management
UK housing legislation
Street CRM

The Type of Person We're Looking For?

The successful candidate will:
✅ Take ownership of issues until they are resolved
✅ Find solutions rather than excuses
✅ Communicate proactively
✅ Work well under pressure
✅ Have excellent organisational skills
✅ Be confident dealing with difficult situations
✅ Ask for help when unsure
✅ Support and encourage other team members
✅ Show leadership qualities and initiative
✅ Want a long term career, not just a job

What Success Looks Like?

You will be measured against:
Inbox and tickets responded to within 24 hours
Maintenance jobs kept within company targets
Landlord retention
Customer communication standards
5-Star Google Reviews
Teamwork and contribution to company culture

Bonus Structure

Performance Bonus: $100 per month

Awarded when maintenance jobs remain within company targets:
Urgent jobs managed within required timescales
High Priority jobs under 7 days
Medium Priority jobs under 14 days
Low Priority jobs under 28 days

Google Review Bonus: $5
For every verified 5-Star Google Review received

Top Review Generator Award: $50 bonus
Awarded to the team member generating the most 5-Star Google Reviews each month.

Monthly Team Recognition Award: $50 bonus
Awarded to the team member voted for by their colleagues.

Why Join ForTheLandlords?

✅ Genuine career progression opportunities

✅ Supportive team environment

✅ Achievable bonus structure

✅ Ongoing training and development

✅ Leadership opportunities

✅ Stable long-term role

✅ Friendly and collaborative culture

✅ Work with a business that values its Virtual Assistants

Our team regularly tells us they enjoy working here because everyone is willing to help each other succeed, hard work is recognised and opportunities for progression are real.

Team Meetings & Culture

You'll be expected to attend:
Monday morning team meeting
Wednesday team meeting
Friday morning team meeting
Monthly performance reviews

All UK and overseas remote staff work are required to be present on a call through Microsoft Teams throughout the day to ensure everyone feels supported, connected and part of the team.

Holiday Entitlement
✅ 10 Days Paid Annual Leave
✅ 10 Paid Philippine Public Holidays
✅ Paid Birthday Leave

Application Process

To demonstrate your attention to detail, please include the word GREENLIGHT somewhere within the first sentence of your application. Applications that do not follow this instruction may not be considered.

Successful applicants will then complete:

Stage 1: Property Management Scenario Assessment
You will receive a maintenance scenario and be asked how you would update a landlord and manage the issue.

Stage 2: Interview
This will include getting to know you and your experience, a Property Management Knowledge Assessment and trail task.

Stage 3: Final Selection

Final Application Questions

Please answer the following within your application:

Question 1: What makes you different from every other Property Management Virtual Assistant applying for this role?

Question 2: Tell us about a time you identified a problem and solved it without being asked.

Question 3: What do you believe is the most important part of managing relationships with landlords and tenants?

Important: When writing the final paragraph of your application, start the paragraph with your favourite colour.

We are looking for future leaders, not just administrators. If that sounds like you, we'd love to hear from you.