Retail Liaison / Administration - The Heart, Walton-on-Thames Business Operations · The Heart in Esher

The Retail Liaison / Administration role is responsible for supporting the day‑to‑day operation of a mixed‑use estate, acting as the key point of contact between retail occupiers, managing agents, contractors, and internal teams. The role focuses on communication, coordination, administration, and compliance, ensuring strong relationships with retailers while supporting the smooth operation of the shopping centre and associated residential elements.

Key Responsibilities – Retail Liaison & Administration

• Act as the primary liaison between retail occupiers and site management.
• Handle day‑to‑day retailer enquiries, issues, and requests in a timely and professional manner.
• Support onboarding of new retailers, including inductions, access arrangements, and documentation.
• Coordinate works, deliveries, and contractor access in line with site procedures.
• Assist with compliance administration, including health & safety records, RAMS, and permits to work.
• Maintain accurate records for retailers, licences, notices, and correspondence.
• Support centre communications including notices, updates, and operational guidance.
• Liaise with security, cleaning, and facilities teams to resolve operational issues.
• Assist with reporting on retailer engagement, issues, and trends.
• Provide general administrative support to the centre management team.
• Undertake any other reasonable duties as requested by senior management.

Administration & Reporting

• Responsible for placing orders for office supplies and equipment.
• Distribute and collect monthly occupier income reports and issue regular occupier communications.
• Create and distribute digital newsletters for both Commercial and Residential occupiers on a monthly basis.
• Provide support and input into site budgets alongside Centre Management.
• Liaise with the Savills Accounts team on financial and invoicing queries and maintain accurate records of these queries.
• Raise Purchase Orders via the Savills Proacts dashboard and liaise with service providers regarding invoicing issues.
• Record and maintain car park usage and income data for site and client reporting.
• Collect utilities data on a periodic basis and complete Change of Tenancy (COT) reports for new or vacating occupiers.
• Undertake any other reasonable duties as requested by senior management.

Skills, Knowledge and Experience

• Strong administrative and organisational skills.
• High attention to detail and accuracy.
• Excellent written and verbal communication skills.
• Ability to manage multiple tasks and meet deadlines.
• Strong interpersonal skills with a professional and customer‑focused approach.
• Confident use of Microsoft Office, particularly Excel and Word.
• Understanding of retail and commercial leasing terminology and processes.
• Awareness of mixed‑use property environments, including retail and residential elements.
• Knowledge of confidentiality and data protection requirements.
• Awareness of landlord, tenant, and managing agent relationships.

Experience

• Previous experience in a property, leasing, or administration role.
• Experience supporting lease administration or tenant coordination.
• Exposure to retail or mixed‑use developments is desirable.
• Experience working with external stakeholders such as agents and solicitors is advantageous.

Working Hours: 37.5hrs

Salary: £35k to £40k

Please see our Benefits Booklet for more information.