Job Description

The NRLA: Who we are

The UK's largest membership organisation for private residential landlords, the National Residential Landlords Association (NRLA) supports and represents more than 100,000 members across England and Wales.

Created by landlords, for landlords, it offers investors everything they need to run a successful and compliant lettings business, whether they are full-time property professionals running large portfolios or accidental landlords with a single let.

The NRLA is a trusted ally, on hand to guide members through the complex regulatory environment, with all the essential documents and guidance needed to run a successful and fully compliant business.

A truly member-first organisation, innovation is at the heart of what we do and have invested in and developed new proptech solutions for members, including the acquisition of property safety certification firm Safe2 and the development of the property management system Portfolio.

A dynamic and fast-paced organisation, the NRLA is a great place to work, and it is not just us saying that; we have Investors in People Gold status to prove it. The association was also named one of the best companies to work for in the UK in a list compiled by The Sunday Times.

Our enthusiastic and ambitious staff work out of offices in Central Manchester and Central London, with hybrid working options available. Colleagues typically work from home four days a week, with one day in the office.

We are looking for colleagues who are professional, adaptable, and innovative. In return, we offer an inclusive and creative working environment with attractive options for training and career development, and a competitive salary and benefits package.

Please note the closing date for this role is 12 pm on Wednesday 3rd June. However, we reserve the right to close it early if we have a sufficient number of applications.

The NRLA package:

25 days annual leave increasing to 26 days with three years’ service, 27 days with five years’ service and 28 days with seven years’ service

Additional annual day off for your birthday

Salary exchange Pension scheme

Life assurance

Cash plan health and wellbeing benefit including Employee Assistance Programme and counselling service

Sick pay

Cycle purchase loans, season tickets loans and interest free staff loans

Complimentary NRLA membership

Non contractual annual performance-related bonus scheme

Enhanced maternity and paternity pay

The Compliance Support Coordinator is a key operational role within the Safe2 team, responsible for supporting the end-to-end delivery of compliance certificates across our B2B and B2C client base.

Reporting directly to the Safe2 Operations Manager, this role sits at the heart of day-to-day service delivery — managing client communications, coordinating trades, quality checking certificates, and ensuring our clients and their tenants receive an efficient, professional, and compliant service. Our B2C clients are primarily individual landlords, and this role plays an important part in supporting them through the compliance process.

This is a fast-paced, communication-led role suited to someone with a background in property management or compliance services, who is comfortable working across multiple systems and stakeholders simultaneously.

Duties And Key Responsibilities

Client & Tenant Communication:

• Answer inbound phone calls promptly and professionally, acting as a first point of contact for B2B clients, individual landlords (B2C), and tenants.
• Communicate effectively with B2B clients and individual landlords (B2C) to support the delivery of 100% compliance across their property portfolios.
• Engage with tenants to facilitate access and support the successful delivery of compliance certificates.
• Manage and respond to client and tenant enquiries across email, WhatsApp, and live chat channels in a timely and professional manner.
• Support customers with any enquiries relating to certificates, jobs, or
  compliance requirements.

Compliance Certificate Delivery:

• Support the delivery of unsatisfactory certificates and subsequent remedial quotes, ensuring clients are kept informed throughout.
• Quality check certificates before issue, ensuring accuracy and compliance with relevant standards.
• Book jobs accurately and efficiently, maintaining up-to-date records across internal systems.
• Work across multiple CRM platforms to manage job pipelines, client records, and certificate tracking.
• Monitor job progress to ensure timely delivery in line with client SLAs and team performance targets.

Trade Coordination:

• Engage and coordinate trades to carry out compliance work in a timely and effective manner.
• Liaise with trade partners to manage scheduling, access arrangements, and job completion.
• Flag any trade performance issues or delays to the Operations Manager
  for escalation.

Team & Performance:

• Meet individual and team SLAs, contributing to a high-performing and collaborative operations team.
• Maintain accurate and up-to-date records across all systems and communication channels.
• Escalate complex or unresolved issues to the Operations Manager where appropriate.
• Support the continuous improvement of team processes and ways of
  working.

Person Specification

Experience:

• Experience in a property management, compliance, or customer-facing operations role — ideally within the private rented sector.
• Familiarity with compliance certificates (e.g. Gas Safety, EICR, EPC) and the processes surrounding their delivery.
• Experience working in a B2B and/or B2C environment with direct responsibility for client communication — experience supporting individual landlords is particularly advantageous.
• Comfortable working across multiple CRM platforms or property management software systems.
• Previous experience coordinating tradespeople or field operatives is an advantage.

Skills & Knowledge:

• Excellent verbal and written communication skills — confident on the phone and across digital channels (email, WhatsApp, live chat).
• Strong organisational skills with the ability to manage a busy and varied workload across competing priorities.
• High attention to detail, particularly when quality checking certificates and maintaining records.
• Technically competent and quick to learn new software and platforms.
• An understanding of housing compliance standards and relevant safety regulations is highly desirable.
• A collaborative team player who takes ownership of their workload and supports colleagues.

Qualifications:

• Calm and professional under pressure, with a solutions-focused approach.
• Highly reliable and accountable — takes pride in delivering work to a high standard.
• Customer-focused with a genuine desire to provide an excellent experience for clients and tenants alike.
• Proactive and self-motivated, capable of working independently in a remote setting.
• Committed to the values and mission of the NRLA and the Safe2 service.