Senior Lettings Administrator in City of Westminster

• Prime Central London | End-to-end tenancy progression, compliance and service excellence
• Location
• Mayfair, London
• Hours
• Full-time, Monday to Friday, 9.00am to 6.00pm
• Reporting to
• Director of Compliance, Risk & People working closely with Property Management
• Role level

Experienced hire / Senior individual contributor

The opportunity

We are looking for an accomplished Senior Lettings Administrator to take ownership of the administrative and compliance journey from an agreed let through to move-in, ongoing tenancy changes and the end of the tenancy.

This is a hands‑on role for an experienced operator who can manage a demanding prime London pipeline with accuracy, pace and discretion, while delivering the service expected by landlords, tenants and colleagues in a premium international brand.

The successful candidate will be a trusted control point for every transaction: anticipating risks, keeping records audit‑ready, coordinating multiple stakeholders and improving the way the team works.

They will also support less experienced colleagues and help embed consistent best practice across the lettings function.

Key responsibilities

• Tenancy progression and documentation
• Own a portfolio of tenancy progressions from agreed offer to completion, maintaining clear milestones, action owners and proactive updates throughout.
• Prepare, review and issue accurate terms of business, tenancy agreements, written tenancy information, variations, assignments, surrenders, company‑let documentation and other prescribed or contractual documents.
• Administer assured periodic tenancies, rent changes and tenancy endings in line with the Renters' Rights Act 2025; manage renewals or fixed‑term documentation only where the tenancy type and current law permit.
• Coordinate referencing for applicants and guarantors, resolve exceptions promptly and elevate material risks or non‑standard terms for approval.
• Coordinate move‑ins, inventories, check‑ins, check‑outs, keys, access arrangements and the complete handover pack to the property management team.
• Manage deposit registration, prescribed information, deposit amendments, releases and end‑of‑tenancy deductions or disputes within the applicable scheme rules and deadlines.
• Maintain professional, accurate communication with landlords, tenants, guarantors, relocation agents, solicitors, corporate clients, contractors and internal teams.
• Compliance and risk control
• Complete and evidence landlord, tenant and occupier due diligence, including ownership/title checks, identity verification, right to rent and any time‑limited follow‑up checks.
• Apply the firm's anti‑money laundering, source‑of‑funds/wealth, PEP and financial sanctions procedures, including the heightened controls relevant to high‑value lettings, and elevate concerns without delay.
• Verify that required property compliance evidence is valid before marketing or move‑in, including EPC, gas safety, electrical safety, smoke and carbon monoxide alarms, licensing and any property‑specific requirements; coordinate renewals and remedial evidence with the appropriate team.
• Ensure advertising, applicant handling, holding deposits, rent collection arrangements and permitted payments comply with current consumer, equality, Tenant Fees Act and rental discrimination requirements.
• Maintain complete, contemporaneous and audit‑ready files; undertake regular file reviews and close gaps before they become transaction or regulatory risks.
• Work within the firm's complaints, data protection, redress, client money protection and records‑retention procedures, referring technical or legal matters to Compliance when required.
• 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 elevate 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.
• 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.

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.

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