Customer Administrator

FPMR Ltd; Greater London; On-site; GBP 27,000 - 36,000; Full time

Job summary

FPMR Ltd in London is seeking a Customer Administrator to join its central administration team in East London. You will manage the tenancy process from application through to move-in, ensuring accuracy, compliance and delivery within service standards.

This fast-paced role requires strong customer service, attention to detail and the ability to work with site teams, Finance and Leasing to maintain accurate tenant records and support rent and arrears processes.

Qualifications

• Experience in tenancy administration end-to-end (application to move-in).
• Proven ability to deliver high-quality customer service in a fast-paced environment.
• Knowledge of Right to Rent requirements and tenancy legislation.
• Proficient with Microsoft Office and record-keeping across multiple systems.

Responsibilities

• Handle incoming enquiries across the portfolio, taking ownership through to resolution
• Manage new tenancy administration from application to move-in - qualifying applications, ID and Right to Rent checks, referencing, fraud checks, tenancy agreements and prescribed information
• Manage ongoing contracting activity including renewals, transfers, extensions, surrenders, parking and storage licences, pet applications, utility agreements and payment plans
• Maintain accurate tenant accounts and tenancy records across all business systems, keeping documentation complete, compliant and audit ready
• Process payments, raise charges, account amendments and rent splits
• Administer Direct Debit instructions and issue tenant statements
• Register, release and deregister tenancy deposits
• Chase rent arrears and other debt in line with agreed processes, liaising with site teams and Finance
• Support statutory notices and legal proceedings including section notices, evictions and bailiff appointments, liaising with solicitors where required
• Maintain up-to-date knowledge of Right to Rent, GDPR and residential tenancy legislation
• Identify opportunities to improve processes and ways of working

Skills

Tenancy admin

Customer service

Communication

Organisation

Right to Rent

MS Office

Build to Rent

Team player

Record keeping

Tools

Yardi

MRI

Job description

Job title: Customer Administrator

Location: East London

Salary: £31,000

Type: Permanent, full time

A well-established Build to Rent operator is looking for a Customer Administrator to join its central administration team in East London. Working alongside a small team of administrators, you'll manage the tenancy process from application through to move-in, making sure every stage is accurate, compliant and delivered within service standards.

It’s a fast-paced, high-volume environment. You’ll often be one of the first points of contact for residents, working closely with on-site teams, Finance and Leasing.

Key responsibilities

• Handle incoming enquiries across the portfolio, taking ownership through to resolution
• Manage new tenancy administration from application to move-in - qualifying applications, ID and Right to Rent checks, referencing, fraud checks, tenancy agreements and prescribed information
• Manage ongoing contracting activity including renewals, transfers, extensions, surrenders, parking and storage licences, pet applications, utility agreements and payment plans
• Maintain accurate tenant accounts and tenancy records across all business systems, keeping documentation complete, compliant and audit ready
• Process payments, raise charges, account amendments and rent splits
• Administer Direct Debit instructions and issue tenant statements
• Register, release and deregister tenancy deposits
• Chase rent arrears and other debt in line with agreed processes, liaising with site teams and Finance
• Support statutory notices and legal proceedings including section notices, evictions and bailiff appointments, liaising with solicitors where required
• Maintain up-to-date knowledge of Right to Rent, GDPR and residential tenancy legislation
• Identify opportunities to improve processes and ways of working

Essential experience

• Previous experience in Build to Rent, residential lettings or residential property administration
• Strong track record of delivering high-quality customer service in a fast-paced environment
• Experience managing the end-to-end tenancy administration process, including residential contracts
• Experience using tenancy referencing platforms
• Good understanding of Right to Rent requirements
• Good working knowledge of Microsoft Office

Desirable

• Experience using a property management system such as Yardi, MRI or similar
• CRM experience
• Knowledge of tenancy deposit administration
• Experience supporting arrears or debt management processes
• Knowledge of current residential lettings legislation

Skills

Strong communicator, well organised, excellent attention to detail, comfortable prioritising competing workloads, and a genuine team player.