Commercial, financial and systems administration

• Maintain accurate property, applicant, tenancy, landlord and deal records across RPS and connected systems, with disciplined document naming and version control.
• Add new instructions, agreed deals, periodic tenancy changes and tenancy endings to RPS; keep pipeline stages, dates and notes current so reporting is reliable.
• Prepare and upload pre-tenancy invoices; monitor monies due before move-in and reconcile deposits, rent, fees, commissions, joint-agency splits and other transaction items with Accounts.
• Produce concise pipeline, compliance and exception reporting for managers, highlighting overdue actions, at-risk move-ins and recurring process issues.

Team contribution and continuous improvement

• Act as a knowledgeable first point of contact for complex administrative queries and support colleagues in applying the correct process.
• Coach and quality-check the work of junior administrators or temporary support when requested, giving clear and constructive feedback.
• Maintain practical checklists, templates and standard operating procedures, updating them when legislation, systems or business processes change.
• Identify bottlenecks and recurring errors, recommend improvements and help implement more efficient, controlled and client-friendly ways of working.
• Build effective relationships across Lettings, Property Management, Compliance, Accounts, Marketing and the wider business.

Candidate profile

Essential experience and capability

• Experience: At least three years' recent experience in residential lettings administration, tenancy progression or a closely related property operations role, with demonstrable end-to-end ownership.
• Technical knowledge: Strong working knowledge of the English residential lettings cycle, tenancy documentation, deposits, right to rent, referencing, property safety and relevant current legislation.
• Judgement: Able to identify risk, distinguish routine matters from exceptions and escalate appropriately without losing momentum.
• Delivery: Proven ability to manage multiple concurrent transactions, prioritise competing deadlines and complete work accurately under pressure.
• Service: Confident, polished written and verbal communication, with the discretion and responsiveness required for high-value clients and sensitive information.
• Systems: High level of digital confidence and accurate data entry; experience of a property CRM and tenancy progression platform such as RPS, Goodlord or Homeppl is strongly preferred.
• Financial accuracy: Comfortable checking invoices, deposits, rent schedules, commissions and reconciliations, with strong numerical attention to detail.

Desirable qualifications and experience

• Propertymark Level 3 Certificate in Property Agency (Lettings) - England, a legacy Level 3 Award in Residential Letting and Property Management, ARLA Propertymark membership, or an equivalent recognised qualification.
• Prime Central London, high-value residential, corporate tenancy, relocation or international client experience.
• Working knowledge of RPS, Goodlord, Homeppl, tenancy deposit scheme portals and digital identity/right to rent services.
• Experience supporting AML, sanctions and enhanced due diligence in a high-value lettings environment.
• Experience mentoring colleagues, carrying out file audits or improving administrative processes and controls.

Personal qualities

• Meticulous and accountable - takes ownership through to completion and does not assume someone else has closed the loop.
• Proactive and calm - anticipates next steps, communicates early and remains composed when priorities change.
• Commercially aware - understands how accurate, timely administration protects revenue, reputation and client relationships.
• Collaborative and respectful - shares knowledge, supports colleagues and handles challenge constructively.
• Professional and discreet - exercises sound judgement with confidential, financial and personal information.
• Curious and improvement-minded - keeps knowledge current and looks for simpler, safer and better ways to deliver the work.

What success looks like

• Move-ins and tenancy changes complete on time, with stakeholders informed and no avoidable last-minute surprises.
• Files are complete, accurate and audit-ready, with compliance evidence obtained and exceptions approved before commitment or occupation.
• Deposits, invoices, rent and commissions are processed correctly and within required timescales.
• CRM and pipeline data is reliable enough to support operational and management decisions.
• Landlords, tenants and colleagues receive responsive, clear and professional service.
• Recurring problems are identified, documented and reduced through better controls, templates, training or workflow changes.

Role expectations

The duties above describe the main responsibilities of the role but are not exhaustive. The postholder will be expected to remain current on relevant legislation and professional guidance, complete required training and undertake other reasonable duties consistent with the seniority of the position. Matters requiring legal interpretation or formal compliance approval must be escalated to the appropriate specialist.