Spotlight on Team Growth: Iwona Wolinska & Ruby Wilson
At the core of Rettie’s Edinburgh Lettings success are dedicated team members who grow and evolve with the business. In this blog, we’re highlighting the journeys of Iwona Wolinska, Senior Portfolio Manager, and Ruby Wilson, Portfolio Manager - two valued members of our lettings team whose professionalism and passion have made a lasting impact.
Iwona joined the team in 2019, bringing with her a decade of experience in customer service and sales. Since then, she’s become a key player in the day-to-day management of our property portfolio, known for her approachable style and ability to handle everything from maintenance issues to landlord liaison with ease.
Ruby came on board in 2022, with a strong focus on client care, Rettie supported her Level 6 ARLA qualification. Her commitment to building solid relationships and delivering tailored service has seen her role grow within the team.
What attracted you to work in lettings, and how did you get started in this career?
Iwona: With over a decade of experience in retail management, I developed a strong foundation in customer service, problem-solving, and people skills. My passion for property and working with people led me to transition into the lettings industry, where I’ve found great satisfaction in helping both landlords and tenants achieve positive outcomes. In the lettings department, I enjoy the dynamic challenge of balancing the needs of all parties involved, using my communication skills and attention to detail to deliver outstanding service.
Ruby: I was looking for a new direction in my career and had always been interested in property, so when I came across the Client Services Assistant role, it felt like a perfect fit. I was drawn to the fast-paced nature of the lettings industry and the variety it offered each day. I also appreciated that there was clear potential for growth within the team. Coming from a background in customer service, I’ve always enjoyed helping people, and this role allowed me to continue doing that in a more dynamic setting.
Can you describe a typical day in your role and what you enjoy most about it?
Iwona: As Property Managers, we serve as the first point of contact for clients, tenants, and contractors alike.
Our days are fast-paced and varied - no two are ever the same. A typical day in lettings can involve a wide range of responsibilities, including:
- Office-based administrative tasks
- Meeting prospective clients and conducting property viewings
- Visiting new properties and evaluating their rental potential
- Managing maintenance issues promptly and efficiently
- Conducting routine inspections and coordinating necessary repairs
- Overseeing the full tenant lifecycle, from onboarding new residents to managing check-outs
- Ensuring all properties meet current compliance standards and are safe, secure, and legally sound for our tenants
Our role requires adaptability, clear communication, and a strong commitment to both tenant & landlords satisfaction and property performance.
What has your career progression looked like since joining the team?
Iwona: My journey with lettings has been very pleasant since I’ve started. I’ve began my journey with Rettie as a part-time Viewing Agent, which quickly progressed to roles including Lettings Negotiator, Personal Assistant,Portfolio Administrator, Property Manager, and now Senior Property Manager.
Ruby: I joined Rettie in July 2022 as a Client Services Assistant. In that front-of-house role, I managed incoming calls from applicants, tenants, landlords, and contractors, and took care of admin tasks like organising the viewing diary and managing office keys. It was a fantastic introduction not only to Rettie but also to the lettings industry, as I got exposure to many different situations.
In March 2023, I progressed to Portfolio Administrator, taking on more responsibility, including handling all admin for two portfolios - from posting invoices and managing compliance to coordinating new tenancy move-ins.
Most recently, in April 2024, I was promoted to Portfolio Manager. I now oversee my own portfolio, manage maintenance issues, carry out property inspections, and serve as the main point of contact for both tenants and landlords.
What kind of support or training helped you grow in your role?
Ruby: I’ve felt really supported from the start. My manager recognised that I was keen to progress and encouraged me to shadow colleagues and take on extra responsibilities early on. This gave me a great head start. I was also supported in obtaining my ARLA qualification, which was a huge help when applying for the Portfolio Manager role. Across the board, the team was incredibly generous with their time - no question was ever too small, and everyone was happy to share their knowledge.
What’s been your most memorable or rewarding moment working in lettings so far?
Iwona: The most rewarding moments happen daily due to the nature of my work. As Portfolio Managers, we are constantly solving problems, and it's incredibly fulfilling when clients take time out of their day to express their appreciation or leave a positive online review.
Ruby: There are small wins every day that make the job really rewarding - like resolving issues quickly or helping someone settle into their new home. But if I had to choose one standout moment, it would be winning "Best Newcomer" at our Christmas party awards during my first year. It meant a lot to be recognised not only by my manager but also by my colleagues, and it really made me feel like a valued part of the team.
How would you describe the team culture and the way colleagues support each other?
Iwona: We’re a fun and supportive team that knows how to work hard while enjoying a good laugh.
We take pride in delivering exceptional customer service, and we support each other every step of the way. Whether it’s on-the-spot help, an email, a quick Teams message, or a call, there are plenty of ways for us to stay connected and lift each other up. We value openness, and we always make sure that no one feels alone, especially in times of need or doubt. Being part of this team means knowing someone’s always got your back.
Ruby: The team culture is one of the most supportive I’ve ever experienced. Everyone is approachable and genuinely willing to help, no matter how busy they are. There’s no such thing as a silly question - and I’ve asked a fair few! It’s a very open, non-judgmental environment where we all work toward common goals. We celebrate each other’s wins and are there for one another during tougher times, which makes a huge difference.
What advice would you give to someone considering a job in lettings with us?
Iwona: If you are like me and like fast environments, I would say GO for it, no day is the same and this makes the job fun. Consider if your personality and skills align with the fast-paced nature of the industry and the need to manage multiple tasks on a daily basis.
Ruby: Go for it! Whether you have previous experience in lettings or not, there’s a wide range of roles available and always something to learn. It’s a fast-moving, varied environment that keeps you on your toes, but you’re also surrounded by a great support network. If you’re keen to grow and like working with people, it’s a fantastic place to build a career.