Resolution Specialist

Client Relationship Team Manager

Resolution Specialist

About The Lettings Hub

The Lettings Hub are a prop-tech company who provide technology driven products and services to manage lettings. We work with a national network of letting agents and provide a range of services to help our clients with the move-in process. This includes completing the necessary checks on potential tenants before they move into a landlord’s property, as well as a range of additional property insurance products and services to support the letting agent, tenant and the landlord.

Job Description

Are you a lettings negotiator looking for a new experience, using your knowledge of AST’s and customer service. Are you in sales, looking for your next move to enhance your mediation skills? A role that you can make your own? Then we have the opportunity for you! Following the extensive processes already in place you will be responsible for mediating between the tenant and the letting agent when arrears occur to try and stop legal proceedings and eviction being required.

The Lettings Hub offer many products and services to the Lettings industry. It’s the role of the product team to make sure that the products we offer are fit for purpose, commercially viable and knocks the socks of what the competition can offer.

Key Responsibilities

As a resolution specialist you will review all Rent and Legal protection claims into the business, ensuring all mandatory information is received and is in order to then begin mediation between the Tenant, Landlord and Letting Agent as required. Successful mediation and resolution of the tenancy dispute are our aim, however should this not be possible then you’ll pass the claim over to the insurer and manage through with them, keeping the Letting Agent and Landlord updated on claims progress.

  • Review of submitted online claim form from letting agents
  • Ensure all required information has been submitted and that the conditions of the references have been met
  • Logging of the claim, and notifying the insurer
  • Contact with the Letting Agent, Landlord and Tenant as per the process guide to understand the situation that has arisen
  • Agreement received from the Letting Agent and Landlord on whether a deed of surrender is acceptable and if yes, agreement from the tenant to surrender the property
  • Preparing and gaining agreement from all parties to a payment plan
  • Communication with the insurer on the mediation activity
  • If mediation is unsuccessful, or there is no contact from the tenant, details of the case passed to the insurer for the claim to proceed
  • Clear mediation processes in place and reviewed every 6 months
  • Mediation literature up to date and available to clients
  • Sales team fully briefed on process to support with promotion of the claims process
  • Regular reporting on mediation performance, including by agent, length of mediation, and outcomes
  • Suggest system and process change specifications as required to deliver efficiencies
  • Identify cost saving opportunities and present them for consideration by the business
  • Ownership and management of of the eviction claims, ensuring the process is followed and evictions are within SLA
  • Insurance admin related duties
  • Onboarding overflow support when required, to cover busy periods and holidays
  • QA responsibilities as required

Essential Skills

  • You are you passionate about our products, business improvement and business standards
  • You are solution driven
  • You are a people person
  • You are organised, have a strong attention to detail and good time management skills
  • You are a flexible individual who can challenge and question others at all levels of the business
  • Strong analytical / numerical skills, excellent MS Office Skills
  • Creative, innovative and open-minded approach to problem solving with a strong ability to identify, investigate and resolve issues
  • Collaborative and inclusive, a strong team player who works independently with minimal supervision
  • With excellent written and verbal communication skills, you adapt your communication to your audience
  • Autonomous and creative, you thrive on using your own initiative and prioritising your workload, meeting deadlines and performing multiple tasks
  • Highly analytical, numerate and data-centric
  • Methodical, focused, with first-rate attention to detail, and a structured and logical approach
  • Industrious and motivated, commercially aware, able to liaise with all relevant stakeholders to ensure we are supporting all key players
  • 2 years relevant industry equivalent experience
  • Strong existing tenancy agreement knowledge

About the Team

As a Prop-Tech business, we are always looking to the future. What can we be doing next to ensure Letting Agents jobs are made quicker and easier, tenants have a smoother journey and landlords have piece of mind? So, although we have over 100+ years of industry experience across the team, we are not stuck in the past.

The only way to achieve this is having great people, but also a great environment at work. This is why we prioritise wellbeing and culture and ensure all of our colleagues have the space to share ideas and grow with the business. We have quarterly awards to celebrate together as a whole team, a free snack station for those afternoons only chocolate will help and monthly challenges set by the CEO that brings the competitive side out of all of us!!

If you think this is the type of environment you would thrive in, make sure to apply

Job Types: Full-time, Permanent

Salary: £24,000

Expected hours: 40 per week


  • Additional leave
  • Company pension
  • Discounted or free food
  • Free parking
  • On-site parking
  • Referral programme
  • Work from home


  • Monday to Friday

Work authorisation:

  • United Kingdom (required)

Ability to Commute:

  • Peterborough., PE2 6LR (required)

Work Location: In person

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    Thanks for your interest. If you need some help with your referencing or other services, please check out the Tenants area of our website here. If you still need some assistance, drop us a message and our Tenant Support team will be happy to help.

    Thanks for your interest in Box. If you need some help with your insurance policy or other services, our Landlord Support Team will be happy to help. Please call us on 0345 450 9903 or send us a message.