WFH Property Management Assistant

Job Overview

Our client is looking for a proactive and highly organized Property Management Assistant to support the day-to-day management of residential properties and help ensure residents and property owners receive a high level of service. This role will focus primarily on maintenance coordination, rent arrears, and property visits, while supporting Property Managers with communication, follow-ups, documentation, and administrative tasks. The ideal candidate takes ownership of their responsibilities, communicates confidently and empathetically, and proactively follows up to keep tasks moving forward.

Schedule Mon-Thu 8:45 AM - 5:30 PM, Fri 9:00 AM - 5:00 PM GMT

Responsibilities

• Maintenance Coordination

  • Review and respond promptly to maintenance requests and reports.
  • Assess the urgency of maintenance issues and identify potential risks.
  • Raise and manage work orders and coordinate with contractors.
  • Obtain quotations when required and follow up on outstanding works.
  • Keep residents and property owners appropriately updated throughout the maintenance process.
  • Review contractor reports, photographs, and recommendations.
  • Monitor ongoing maintenance and ensure jobs are completed within expected timeframes.
  • Identify recurring maintenance issues and flag potential underlying problems.
  • Escalate urgent concerns such as leaks, heating or hot water issues, damp and mould, and safety risks.
  • Confirm completed works and identify any required follow-up actions.
  • Look for opportunities to prevent recurring issues and protect the condition of the property.

• Rent Arrears

  • Monitor rent payments and identify missed or late payments promptly.
  • Contact residents regarding outstanding balances in a professional and respectful manner.
  • Understand the reason for missed payments and document relevant information.
  • Agree on and record payment commitments where appropriate.
  • Follow up on promised payment dates and outstanding balances.
  • Maintain accurate notes of all conversations, commitments, and actions taken.
  • Keep Property Managers informed of relevant arrears situations.
  • Coordinate with the Accounts team and relevant insurance providers when required.
  • Escalate persistent or increasing arrears according to established procedures.
  • Identify potential payment issues early and take proactive steps to prevent arrears from increasing.

• Property Visits

  • Coordinate property visits with residents, property owners, contractors, and other relevant parties.
  • Arrange and confirm appointments and ensure contractors are booked as required.
  • Follow up with contractors to confirm visits have been completed.
  • Monitor outstanding property visit reports and ensure they are received.
  • Review completed reports and communicate relevant updates to the Property Manager.
  • Identify and escalate maintenance, safety, or property condition concerns discovered during the process.

• Communication & Administrative Support

  • Communicate clearly, professionally, and empathetically with residents, property owners, contractors, and internal teams.
  • Provide proactive updates rather than waiting for residents or owners to follow up.
  • Set realistic expectations and ensure commitments are followed through.
  • Maintain accurate and up-to-date records and system notes.
  • Support Property Managers with administrative and coordination tasks.
  • Manage multiple priorities while ensuring urgent issues are addressed appropriately.
  • Work collaboratively with the wider property management team.

Requirements

• Previous experience in property management, residential lettings, property administration, or a similar customer-focused environment preferred.
• Strong organizational and time-management skills.
• Excellent written and verbal communication skills.
• Confident communicating with residents, property owners, contractors, and internal teams.
• Strong follow-up skills and the ability to proactively chase outstanding tasks.
• Ability to manage multiple priorities and meet deadlines.
• Comfortable handling difficult conversations and resolving issues professionally.
• Strong attention to detail and accurate record-keeping.
• Ability to identify risks, ask questions, and escalate issues appropriately.
• Proactive, reliable, and solution-oriented approach.
• Strong sense of ownership and accountability.
• Kind, empathetic, and respectful communica…