Purpose of the Role
The Property Manager Assistant supports the Property Manager in managing a residential property portfolio by handling tenant communication, maintaining records, coordinating maintenance, and ensuring timely execution of operational tasks. The role focuses on fostering tenant satisfaction while enabling the Property Manager to focus on strategic and landlord-facing responsibilities.
Key Responsibilities
1. Tenant Communication
- Act as a primary contact for tenant enquiries, responding professionally via phone, email, and SMS.
- Address maintenance requests, lease queries, and general tenant concerns in a timely manner:
- Calls returned the same day.
- Emails acknowledged within 24 hours.
- Ensure all communication is documented in property management system, PropertyMe.
2. Vacating and Bond Refunds
- Assist with vacate processes, including sending tenant vacate notices and scheduling outgoing inspections.
- Liaise with tenants to ensure properties are vacated as per lease terms.
- Support bond refund processes by collating inspection findings for review by the Property Manager.
3. Leasing Support
- Create advertisements for available properties, ensuring listings are accurately presented on online platforms and in marketing materials. This will include
- Taking new photos
- Updating photos where necessary
- 360 tours
- Copywriting
- Respond promptly to rental enquiries to build positive relationships with prospective tenants by providing accurate information and a professional experience via:
- Schedule and conduct open homes or private inspections for prospective tenants. Provide feedback to Property Managers and landlords on tenant interest
- Assist with the review and processing of tenant applications in line with company and legislative requirements. This includes but is not limited to:
- reference checks and verifying applicant details
- Present qualified applications to the Property Manager for review and landlord approval
- Communicate outcomes to applicants promptly, ensuring professional follow-up.
- Facilitate tenant lease sign-ups, explaining key terms and obligations.
- Organise move-in details, including key handover and welcome information.
4. Maintenance Coordination
- Log maintenance requests from tenants and liaise with tradespeople to arrange necessary repairs.
- Track maintenance jobs, ensuring timely follow-up and resolution:
- Urgent repairs addressed within 24 hours.
- Non-urgent jobs completed within three days.
- Maintain accurate records of maintenance requests and outcomes in company systems.
5. Routine Inspections
- Schedule and conduct routine property inspections in line with company policy.
- Complete and submit inspection reports, flagging issues requiring Property Manager attention.
- Leave personalised inspection cards for tenants and ensure properties are secured after inspections.
6. Lease Renewals and Rent Reviews
- Communicate with tenants regarding lease renewal intentions.
- Prepare lease documents and rent review notices for Property Manager approval.
- Follow up on tenant signatures and update systems with renewed lease information.
7. Arrears Management Support
- Follow up with tenants on overdue rental payments via phone, email, and SMS.
- Issue arrears notices in accordance with company procedures.
- Document all communication and escalate unresolved arrears to the Property Manager.
8. Key Management
- Manage tenant key check-outs and returns using the company’s key management procedure.
- Update key records when tenants vacate or move in.
9. Compliance Support
- Monitor compliance requirements (e.g., smoke alarms, pool safety) and notify tenants of scheduled checks.
- Update records in compliance software and escalate non-compliance issues to the Property Manager.
10. General Administrative Support
- Maintain accurate tenant records and file notes in Property Tree.
- Assist in preparing NCAT documentation and attending hearings with the Property Manager if required.
- Ensure the inbox for the assigned portfolio is organised, with emails responded to or flagged for follow-up.
- Assist with onboarding new tenants, including preparing welcome packs and ensuring all documentation is signed.
Key Objectives/Deliverables (KPIs)
- Tenant Communication: Respond to 95% of tenant queries within company timeframes.
- Maintenance Requests: Ensure 90% of maintenance requests are resolved within the required timeframes.
- Routine Inspections: Complete 100% of scheduled inspections on time, with reports submitted same day.
- Arrears Follow-Up: Contact 100% of tenants in arrears within the first 7 days.
Skills and Qualifications
Required Skills
- Excellent verbal and written communication.
- Strong organisational and time-management abilities.
- Attention to detail, particularly in record-keeping and reporting.
Knowledge
- Understanding of basic property management processes and tenant rights.
- Proficiency in property management software (e.g., Property Tree).
Education/Certification
- Certificate of Registration or willingness to obtain.
- Valid driver’s licence and reliable vehicle for property inspections.
Work Schedule and Environment
- Combination of office-based and on-site work, with regular travel to properties.
- Flexible hours, potential for part-time 3 days per week
