Cluttons
Residential Support Executive, Wapping
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Role Overview
To support the effective management of residential tenancies from offer acceptance through to tenancy termination, ensuring full compliance with lettings legislation, proactive rent and arrears management, and efficient coordination of tenancy administration, including debt recovery and customer service support to landlords and tenants.
Key Responsibilities
Front of House
- Prepare and maintain property documentation, correspondence, marketing materials, and property records, ensuring accuracy and compliance with company standards.
- Manage property advertising across online portals and other marketing channels, keeping information current and up to date.
- Provide administrative support to the Sales and Lettings teams, including diary management, arranging viewings, coordinating property photography, and handling enquiries via telephone, email, and in person.
- Oversee general office administration, including stationery and supplies management, filing, archiving, post handling, deliveries, and courier coordination.
- Manage the collection, tracking, maintenance, and auditing of property keys.
- Act as the first point of contact for visitors, clients, and colleagues, delivering a professional and welcoming front-of-house experience.
- Ensure the office environment is well-presented, fully stocked, safe, and operational, carrying out regular office checks and identifying maintenance or health and safety issues.
- Report and coordinate maintenance requirements with Fisco and external contractors, maintaining accurate facilities and maintenance records.
- Support the smooth day-to-day running of the office through proactive administrative, operational, and facilities management support.
- Assist with ad hoc projects and additional administrative duties as required.
Offer Progression & Tenancy Setup
- Support the team in progressing tenancies from offer acceptance to move-in
- Issue Tenancy Agreements and supporting documents
- Coordinate referencing and Right to Rent checks
- Booking of compliance certificates
- AML searches
- Booking of third-party services and checking completion of deal
- Registering deposits
Compliance Coordination
- Ensure all properties are legally compliant prior to tenancy start:
- EPC
- Gas Safety Certificate (CP12)
- EICR
- Deposit Prescribed Information
- Arrange and track ongoing compliance certifications
- Maintain accurate compliance records and flag upcoming expiries
Move-In Support
- Coordinate check-ins and inventory reports
- Ensure all documentation is signed and completed
- Facilitate key handover process
- Set up rent payments and tenant accounts
- Notify utilities and local authorities where applicable
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Rent Arrears Management
- Monitor rent payments and maintain accurate rent records for non-managed tenancies
- Identify late or missed payments promptly and follow internal rent arrears process
- Support financial reporting to landlords
- Follow structured arrears process:
- Day 1 reminders (email/SMS)
- Early intervention calls and follow-ups – follow Radar process
- Support negotiation of repayment plans
- Issue arrears correspondence and notices as required
- Escalate serious arrears cases to manager:
- Assist with Section 8 notice preparation
- Maintain detailed arrears tracking on Radar
Rent Reviews & Section 13 Notices
- Support rent review process in line with market conditions
- Liaise with lettings managers and landlords regarding rent increases
- Assist in negotiating revised rent with tenants
- Prepare and issue Section 13 Notices (Form 4) where required
- Track responses and tribunal referral outcomes if applicable
Ongoing Tenancy Support
- Act as a key contact for tenant and landlord queries
- Ensure continued legal compliance throughout the tenancy
Renewals
- Assist with tenancy renewal process for NHA and company lets
- Prepare renewal documentation
Notice & Tenancy Termination Support
- Process tenancy notices:
- Tenant notice to vacate
- Support issuance of Section 13 and Section 8 notices
- Track notice periods and ensure compliance requirements are met
Check-Out & Deposit Support
- Coordinate check-out process
- Send inventory reports to tenants and landlords
- Support dispute handling through deposit schemes
Arrears Recovery & Bad Debt Chasing
- Support lettings manager chasing outstanding rent and fees:
- Issue statements and payment reminders
- Follow structured escalation process within Radar
- Support lettings recovery actions:
- Payment plans
- Debt collection referrals
- Legal escalation (Letter Before Action / small claims)
- Track and report on outstanding debt positions
Administration & Record Keeping
- Maintain accurate tenancy and property records
- Ensure documentation is compliant and audit-ready
- Produce reports on arrears, compliance, and tenancy activity
Skills
- Experience in lettings, property management, or administration preferable but not essential
- Strong organisational and multitasking skills
- Confident communication and negotiation abilities
- High attention to detail, particularly around compliance and documentation
- Ability to handle sensitive matters professionally
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Personal Attributes
- Proactive and solution-focused
- Strong attention to detail
- Resilient and confident in difficult conversations
- Customer-focused with a professional approach
- Team-oriented with a flexible attitude
Additional Requirements
- Experience using property management systems (e.g. Reapit, Radar, Goodlord) desirable but not essential
- Holidays: 25 days increasing in line with length of service to a maximum of 30 days
- Enhanced auto enrolment pension scheme - to help you save for the future
- Life assurance - to protect your loved ones
- Interest free season ticket loans
- Cycle to work scheme - discounted bicycles
- Flu and eye care vouchers - to keep you healthy
- Employee Assistance Programme - 24/7 health & wellbeing support
- Help@Hand Remote GP app - to give you and your family access to medical experts quickly
- Platform hosting 1000s of discounts at your favourite retailers, restaurants, supermarkets, leisure & days out venues, gyms and more
- Family & wellbeing policy - including enhanced maternity pay, menopause support, neurodiversity support, carer support, company sick pay and much more
- Plus a Flexible benefits policy that allows you to pick and choose additional benefits as below:
- Purchasing up to 5 days additional holiday
- Discounted gym membership
- Discounted dental insurance
- Discounted private medical insurance
- Discounted critical health insurance and more
We recognise that diversity in all its forms including but not limited to race, gender, age, sexual orientation, disability, and background - enriches our workplace and enhances our ability to serve our clients and community effectively. Our goal is to create a culture where everyone feels empowered to bring their authentic selves to work, knowing their unique perspectives are welcomed and appreciated. We actively seek applicants from all backgrounds and want you to get in touch even if you don’t have all the skills we have asked for - we will support you with the development you need.
Recruitment agencies
Cluttons will only pay agency fees where a signed agreement is in place and the agency has been instructed by a member of our HR team. We do not accept speculative or unsolicited CVs from any third party, including recruitment agencies. Any CVs submitted to Cluttons or any of our employees outside of our formal recruitment process, including those sent directly to hiring managers or other employees, will be deemed unsolicited and will not be eligible for any agency fees.
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