Leasing Support Officer

Job Description

We are seeking a detail-oriented, proactive, and customer-focused Leasing Support Officer to support property management, short-term accommodation operations, and accounting administration. The ideal candidate will have strong written and spoken English skills, excellent organisational abilities, and the confidence to handle guest enquiries, resolve complaints, coordinate maintenance, and maintain accurate financial records.

This role requires someone who takes ownership of tasks, communicates professionally, follows through on commitments, and can manage multiple priorities while ensuring a smooth experience for tenants, guests, property owners, and internal teams.

Key Responsibilities

1. Property Management Support

• Prepare and manage Property Management Agreements (PMAs) and related documentation.
• Advertise rental properties and assist with tenant applications.
• Draft tenancy agreements and coordinate bond lodgements.
• Monitor rental arrears and promptly notify the property manager.
• Coordinate maintenance requests and follow up with relevant stakeholders.
• Assist with lease renewals and rental negotiation communications.
• Maintain accurate and organised property documentation in SharePoint.

2. Short-Term Accommodation & Guest Support

• Manage booking enquiries and guest communications before arrival, during their stay, and after checkout.
• Provide clear and accurate information regarding check-in/check-out procedures, keys, parking, property facilities, and house rules.
• Verify booking and property details before confirming arrangements.
• Handle guest complaints professionally by understanding the issue and offering practical solutions within the scope of authority.
• Coordinate with cleaners, field staff, maintenance providers, and property managers to resolve guest concerns.
• Provide timely updates to guests and ensure issues are followed through to resolution.
• Maintain detailed case records, including actions taken, responsible persons, deadlines, approvals, and outcomes.

3. Accounting & Administrative Support

• Maintain accurate records of bookings, refunds, platform fees, payouts, cleaning invoices, and approved expenses by property and reservation.
• Prepare weekly financial summaries covering accommodation income, cleaning fees charged, actual cleaning costs, management fees, payouts, and outstanding discrepancies.
• Prepare monthly property performance summaries and draft owner statements based on agreed fee structures and reporting periods.
• Reconcile financial records and identify missing, duplicate, or inconsistent entries before submission.
• Maintain clear distinctions between cleaning revenue, cleaning costs, management fee revenue, and overall business profit.
• Submit financial reports for review and approval before releasing statements or processing payments.

Job Specification

Requirements

• Strong written and spoken English, with the ability to communicate clearly and professionally with guests, tenants, property owners, and internal teams.
• At least one year of relevant customer service experience in accommodation, hospitality, travel, online support, property management, or a similar service-oriented role.
• Proven ability to handle complaints, prioritise competing tasks, solve problems, and follow up independently.
• Good working knowledge of Microsoft Excel or Google Sheets, including formulas, sorting, filtering, and basic financial reconciliation.
• Strong attention to detail and the ability to maintain accurate administrative and financial records.
• Excellent organisational, multitasking, and time-management skills.
• A proactive, responsible, and customer-focused approach to work.
• Ability to remain calm under pressure and manage difficult situations with professionalism and empathy.
• Familiarity with property management systems, booking platforms, or SharePoint will be an advantage.

Note: Practical skills, communication ability, accuracy, and reliability are prioritised over a specific academic qualification.

What We Offer

• Competitive salary plus performance-based bonuses.
• Opportunities for professional growth and career development.
• A supportive and collaborative work environment.
• Team events and activities.
• Five-day working week.

Required Skills

• Communication
• Customer Service
• Interpersonal Skills
• Customer Relationship Management
• Attention to Detail

About the Company

Award Global, founded in 2005, is a group company with five offices in Australia, China, and the Philippines. We integrate real estate development and sales, property management, financial services, and international remittance.

Since our inception, Award Global has provided comprehensive financial services to various clients, including Chinese Australians, international students, and individuals overseas. Our services cover home loan financing, real estate investment advice, fund and wealth management products, business investment solutions, property management, and foreign exchange transfers. With a wealth of local experience in real estate development, we also offer project development and trusteeship services for high-value investors.

Over the past 19 years, Award Global has operated with the corporate ethos of "Integrity-Based, Diligence-Oriented." We have established 24 branches in major cities such as Sydney, Melbourne, Brisbane, Canberra, Adelaide, Perth, and other locations, with our services extending across all regions of Australia and New Zealand.

We hold a leading market share in the mortgage broking industry, with total cumulative settlements exceeding $20 billion—a figure expected to grow. Our standardized management approach and high-quality customer service have made us the largest one-stop financial service group in Australia, dedicated to helping you settle down and purchase property in the country.