Location
London, Tower Bridge

Hours
Full Time (hours to be confirmed)

Salary
Competitive salary, details to be confirmed

About the Role
As a Residential Support Executive, you will support the effective management of residential tenancies from offer acceptance through to tenancy termination. Your role will ensure 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 include:
1. 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 marketing channels. Provide administrative support to Sales and Lettings teams including diary management, arranging viewings, coordinating photography, and handling enquiries. Oversee general office administration including stationery, filing, post handling, deliveries, and courier coordination. Manage property keys collection, tracking, maintenance, and auditing. Act as first point of contact for visitors, clients, and colleagues, ensuring a professional and welcoming environment. Maintain office presentation, stock, safety, and operational checks, reporting maintenance or health and safety issues and coordinating with contractors. Support smooth day-to-day office operations and assist with ad hoc projects.

2. Offer Progression & Tenancy Setup: Support tenancy progression from offer acceptance to move-in by issuing tenancy agreements and supporting documents, coordinating referencing and Right to Rent checks, booking compliance certificates and third-party services, and registering deposits.

3. Compliance Coordination: Ensure all properties are legally compliant prior to tenancy start including EPC, Gas Safety Certificate (CP12), EICR, and Deposit Prescribed Information. Arrange and track ongoing compliance certifications and maintain accurate records.

4. Move-In Support: Coordinate check-ins and inventory reports, ensure all documentation is signed, facilitate key handover, set up rent payments and tenant accounts, and notify utilities and local authorities as applicable.

5. Rent Arrears Management: Monitor rent payments and maintain accurate records for non-managed tenancies. Identify late or missed payments promptly and follow internal arrears process including reminders, calls, negotiation of repayment plans, issuing correspondence and notices, and escalating serious cases.

6. Rent Reviews & Section 13 Notices: Support rent review process, liaise with managers and landlords regarding rent increases, assist in negotiation with tenants, prepare and issue Section 13 Notices, and track responses.

7. Ongoing Tenancy Support: Act as key contact for tenant and landlord queries and ensure continued legal compliance throughout the tenancy.

8. Renewals: Assist with tenancy renewal process for NHA and company lets and prepare renewal documentation.

9. Notice & Tenancy Termination Support: Process tenancy notices including tenant notice to vacate, support issuance of Section 13 and Section 8 notices, track notice periods and ensure compliance.

10. Check-Out & Deposit Support: Coordinate check-out process, send inventory reports, and support dispute handling through deposit schemes.

11. Arrears Recovery & Bad Debt Chasing: Support lettings manager in chasing outstanding rent and fees, issue statements and reminders, follow escalation process, support recovery actions including payment plans, debt collection referrals, legal escalation, and track outstanding debt.

12. Administration & Record Keeping: Maintain accurate tenancy and property records, ensure documentation is compliant and audit-ready, and produce reports on arrears, compliance, and tenancy activity.

Experience
- Experience in lettings, property management, or administration is preferable but not essential.
- Experience using property management systems (e.g. Reapit, Radar, Goodlord) is desirable but not essential.

About you
- 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.
- Proactive and solution-focused.
- Resilient and confident in difficult conversations.
- Customer-focused with a professional approach.
- Team-oriented with a flexible attitude.

Qualifications
No formal qualifications are specified; a professional attitude and willingness to learn are essential.