Job Description

Assistant Branch Manager - HMO Lettings

Department:

Mistoria House Share

Location:

Branch-based - Liverpool

Reporting to:

Branch Manager - Mistoria House Share

Direct Reports:

Lettings/Property Admin Team (as delegated by Branch Manager)

Role Summary:

The Assistant Branch Manager - HMO Lettings plays a critical role in supporting the Branch Manager to ensure smooth daily operations, excellent customer service, and full compliance across the branch's HMO property portfolio. This position blends team leadership, compliance oversight, marketing coordination, and client engagement to deliver high occupancy, regulatory adherence, and outstanding tenant and landlord experience.

The ideal candidate will have experience in HMO lettings or property compliance, strong organisational skills, and a problem-solving approach to managing people, processes, and property compliance.

Key Responsibilities:

1. Operational Support & Team Coordination

Assist the Branch Manager in overseeing daily branch operations. Support and guide Lettings Negotiators, Property Managers, and Admin staff in workload planning and issue resolution. Monitor staff SLA adherence and proactively address any performance or process bottlenecks. Organise and lead team meetings in the absence of the Branch Manager.

2. Customer Service & Relationship Management

Maintain high standards of communication and service for tenants and landlords. Address routine queries and escalate complex complaints to Branch Manager when needed. Provide support for resolving disputes involving tenancy or maintenance issues.

3. HMO Compliance & Licensing

Oversee HMO license applications, renewals, and regulatory deadlines. Ensure valid Gas Safety, EICR, EPC, and Fire Risk Assessments (FRA) are in place for all properties. Coordinate inspections with local authorities and internal teams. Maintain records of licenses, certificates, landlord agreements, and compliance files in Alto/Concurrent.

4. Marketing & Lettings Performance

Work with marketing teams to drive property exposure via Rightmove, Zoopla, SpareRoom, etc. Optimise rental pricing strategies based on market trends and performance. Review listing quality (photos, descriptions, certificates) and ensure weekly updates.

5. Tenancy Compliance & Legal Requirements

Ensure legal compliance with HMO regulations, GDPR, AML, tenancy deposit protection, and housing law. Process and monitor council tax exemptions for student tenants. Notify tenants/guarantors about liability where exemptions are void or overdue.

6. Maintenance & Property Standards

Liaise with the maintenance team to ensure timely resolution of compliance-related or urgent repairs. Review condition reports, inspection findings, and prioritise works required for compliance.

Job Specification:

Education & Experience:

Minimum 3 years of experience in HMO lettings, compliance administration, or property management. Working knowledge of HMO licensing, council tax regulations, and tenant legislation. Experience working with CRMs such as Alto and Concurrent preferred.

Technical Skills:

Strong administrative and document management capabilities. Ability to read and interpret compliance certificates and legal documents. Familiarity with marketing portals (e.g., Rightmove, Zoopla) and social media campaigns.

Personal Attributes:

Organised, proactive, and results-driven. Confident communicator and team motivator. Able to multitask and prioritise across lettings, compliance, and team support.

Internal & External Liaison:

Internal:

Branch Manager - direct reporting Lettings & Property Teams - daily collaboration Compliance & Maintenance Teams - operational coordination Finance Team - council tax and rent queries

External:

Local Authorities - HMO and council tax submissions Landlords & Tenants - service and compliance communications Contractors - inspection and remedial works coordination

KPIs & Performance Indicators:

Compliance Rate

: 100% valid licenses and certificates across managed portfolio

Occupancy & Marketing

: Minimise void periods, support lettings conversion

Service Quality

: High tenant/landlord satisfaction (e.g., reviews, complaints resolution)

Staff Support

: SLA compliance and internal workflow management

Council Tax Exemptions

: Timely collection and processing for student tenants

Disclaimer:

This job description is intended to provide a general overview of the responsibilities and requirements for the position. It is not a comprehensive list of all duties, responsibilities, or qualifications associated with the job. The duties and responsibilities of this role may change without prior notice, and the company reserves the right to modify or assign other duties as necessary to meet business requirements.

Job Types: Full-time, Permanent

Pay: Up to 28,000.00 per year

Benefits:

Company car Company events Company pension Free or subsidised travel Free parking On-site parking Sick pay
Experience:

HMO Lettings : 3 years (required) Compliance Administration : 3 years (required)
Licence/Certification:

Driving Licence (required)
Work Location: In person