, and we're committed to supporting and nurturing you in your role. You are integral to our ongoing success and growth.
Our mission is simple:
'Investing in People In Property.'
This job description outlines the core responsibilities and expectations of your role. It is not exhaustive or rigid -- our business evolves, and so might your role. We review job descriptions annually and encourage open dialogue around career progression and development opportunities.
Role Purpose
As a
Billings & Renewal Support Advisor
, you play a vital part in managing tenancy renewals and rent collection across our residential lettings portfolio. You will be the key point of contact once the branch has negotiated renewal terms with the landlord, taking full ownership of the tenant negotiation and agreement execution process. Additionally, you will be responsible for proactively chasing rent arrears, ensuring landlords are kept fully informed throughout.
This is a critical, customer-facing role requiring accuracy, timeliness, and excellent communication.
Key Responsibilities
Tenancy Renewals
Manage tenant negotiations to agree renewal terms.
Liaise with landlords and branches to confirm final agreements.
Create and issue tenancy agreements via the
Goodlord
platform or prepare
Section 13 Rent Increase Notices
using
Reapit
.
Ensure timely completion of tenancy agreements in advance of the new term start date.
Maintain up-to-date records in
Reapit's Renewal Negotiation tab
, completing the process checklist for each case.
Apply relevant renewal fees to landlord accounts following execution.
Rent Arrears Management
Follow a structured daily arrears-chasing planner aligned with AIG processes and timescales.
Communicate with tenants regarding outstanding payments and repayment expectations.
Send formal arrears letters and emails as required, documenting all correspondence accurately.
Ensure landlords are kept informed throughout any arrears cases.
Collaboration & Reporting
Work closely with the branch network using our task-based system to ensure clarity on task ownership and accountability.
Provide exceptional customer service at every stage of landlord and tenant interaction.
Monitor and report on performance targets, including:
+ Achieving a
75% tenancy renewal penetration rate
.
+ Reducing the percentage of properties on periodic tenancies to
15% or below
.
Qualifications & Skills
Minimum
2-3 years' experience
in lettings, tenancy renewals, or residential property management.
Strong understanding of property legislation, including
Section 13 notices
and standard tenancy agreements.
Experience using
Reapit
,
Goodlord
, or similar lettings software platforms is highly desirable.
Financially literate with experience in processing landlord fees and managing arrears.
Excellent written and verbal communication skills, particularly in negotiation and customer care.
Strong organisational skills and attention to detail.
A collaborative, proactive approach to working across teams.
Why Join Us?
Competitive Salary & Benefits:
24,000 - 27,000 per annum, plus holiday entitlement, pension scheme, and optional healthcare.
Supportive Culture:
Work within a close-knit, professional team in a business that values collaboration, initiative, and integrity.
Career Growth:
Access to development opportunities and potential long-term progression within the AIG Group of Companies.
Recognition & Purpose:
Be part of a company that values your contribution and empowers you to make a meaningful impact.
How to Apply
If you're an organised, customer-focused professional with experience in tenancy renewals or lettings administration, we want to hear from you! Join us at a pivotal time in our growth and be part of something rewarding.
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