At a Glance
- Tasks: Lead a dynamic team in delivering exceptional tenancy progression services across London.
- Company: Join a forward-thinking estate agency committed to customer satisfaction and operational excellence.
- Benefits: Enjoy competitive salary, generous holiday allowance, and unique perks like birthday leave.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Make a real impact in the property sector while developing your leadership skills.
- Qualifications: Experience in lettings operations and strong team management skills required.
The predicted salary is between 45000 - 47000 £ per year.
Location: Chestertons Tower Bridge, with regular contact time required across other London Tenancy Progression Team locations.
Salary: £45,000 - £47,000
Contract: FTC 12 months
About the Role
We are looking for an experienced and driven Associate Director – Tenancy Progression to join our Lettings Operations Division. This is a key operational leadership role responsible for overseeing the day-to-day delivery of the tenancy progression process across our London brands. You will ensure a seamless, compliant, and customer-focused journey from branch deal handover through to tenant move-in and in-tenancy administrative changes. Working closely with senior leadership, you will lead a high-performing team, drive operational excellence, and ensure outstanding service delivery for landlords, tenants, and internal stakeholders. This role is ideal for a motivated leader with strong lettings operations experience, excellent organisational skills, and a passion for delivering exceptional customer experiences.
Key Responsibilities
- Leadership & Team Management
- Lead, motivate, and develop the Tenancy Progression team to deliver exceptional service standards.
- Set clear objectives and ensure accountability across the team.
- Drive performance through coaching, feedback, and continuous development.
- Monitor workloads and pipelines to ensure efficient deal progression.
- Act as the escalation point for complex tenancy administration issues and customer concerns.
- Support recruitment, onboarding, and training of new team members.
- Work collaboratively with Learning & Development and wider Lettings Operations teams on ongoing improvement initiatives and projects.
- Foster strong collaboration between operational teams and front-office colleagues.
- Operational Delivery
- Oversee the tenancy progression process from deal handover through to move-in and in-tenancy changes.
- Ensure all tenancy agreements, documentation, and move-in procedures are completed accurately and within required deadlines.
- Monitor deal pipelines and proactively manage progression to minimise delays.
- Ensure operational consistency across all London brands and office locations.
- Support the integration of new lettings portfolios where required.
- Maintain effective communication with branch teams, compliance, property management, and client accounts teams.
- Identify opportunities for operational improvements and process efficiencies.
- Customer & Stakeholder Experience
- Deliver an exceptional customer experience for landlords and tenants throughout the tenancy journey.
- Ensure communication is professional, timely, and transparent at every stage.
- Build strong working relationships with branch managers and lettings teams.
- Resolve customer queries and complaints efficiently and professionally.
- Support initiatives that improve customer satisfaction and retention.
- Compliance & Risk Management
- Ensure all tenancy progression activities comply with current housing legislation, regulatory requirements, and internal policies.
- Monitor the accurate preparation and completion of statutory documentation and tenancy agreements.
- Ensure all move-in monies are received before tenancy commencement.
- Act as a key control point to ensure legal, compliance, and financial checks are completed before key release.
- Maintain accurate records to support audit and compliance requirements.
- Performance & Commercial Focus
- Monitor KPIs including speed-to-move, completion rates, service levels, and compliance accuracy.
- Provide regular reporting and operational insights on team performance and pipeline activity.
- Identify opportunities to improve efficiency and reduce tenancy delays.
- Support wider business objectives by ensuring efficient deal progression and minimising void periods.
- Ensure departmental targets and service standards are consistently achieved.
About You
To succeed in this role, you will have:
- Previous experience in tenancy progression, lettings administration, or lettings operations within an estate agency or property management environment.
- Experience managing or supervising teams in a customer service or operational setting.
- Strong knowledge of UK lettings legislation and compliance requirements.
- Propertymark Level 3 qualification.
- Excellent organisational and multitasking skills with the ability to manage high transaction volumes.
- Strong communication and stakeholder management abilities.
- A proactive, customer-focused approach with a commitment to delivering high service standards.
Benefits
- Employee assistance programme
- Competitive holiday allowance + public holidays
- Charity matching and payroll giving
- Contribution towards eye care tests
- Annual flu vaccination vouchers
- Birthday leave
- Health cash plan plus a range of other additional benefits that are linked to specific job grades
We are an equal opportunities employer. We welcome applications from everyone who is excited by the opportunity to join us. At Campions, we are committed to creating a diverse and inclusive workplace. We will thoroughly consider all applications without attention to ethnicity, religion, sexual orientation, gender, identity, family or parental status, national origin, veteran status, neurodiversity status, or disability status.
Associate Director - Tenancy Progression in London employer: Chase Buchanan Group
At Chestertons Tower Bridge, we pride ourselves on being an exceptional employer that fosters a collaborative and inclusive work culture. Our commitment to employee growth is evident through comprehensive training programmes and a supportive environment that encourages professional development. With competitive benefits, including a health cash plan and generous holiday allowance, we ensure our team members feel valued and motivated while delivering outstanding service in the dynamic London lettings market.
StudySmarter Expert Advice🤫
We think this is how you could land Associate Director - Tenancy Progression in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the lettings and property management sectors. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Familiarise yourself with their values and recent projects. This will help you tailor your responses and show that you're genuinely interested in the role and the team.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family. Focus on articulating your experience in tenancy progression and how it aligns with the role. The more comfortable you are, the better you'll perform when it counts.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us. Let’s get you on board!
We think you need these skills to ace Associate Director - Tenancy Progression in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Associate Director – Tenancy Progression role. Highlight your experience in tenancy progression and team management, as well as any relevant qualifications like Propertymark Level 3. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about delivering exceptional customer experiences and how your leadership style aligns with our values at StudySmarter. Keep it engaging and personal – we love a good story!
Showcase Your Achievements:When detailing your past roles, focus on specific achievements that demonstrate your ability to drive operational excellence and improve customer satisfaction. Numbers speak volumes, so if you can quantify your successes, do it! We’re all about results here.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep everything organised and ensures your application gets the attention it deserves. Plus, it’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at Chase Buchanan Group
✨Know Your Stuff
Make sure you brush up on your knowledge of UK lettings legislation and compliance requirements. Being able to discuss these confidently will show that you're not just familiar with the role but also passionate about it.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams in the past, especially in a customer service or operational setting. Highlight your ability to motivate and develop team members, as this is crucial for the Associate Director role.
✨Demonstrate Customer Focus
Think of specific instances where you've gone above and beyond to deliver exceptional customer experiences. Be ready to discuss how you handle complaints and ensure satisfaction, as this will resonate well with the interviewers.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's approach to tenancy progression and operational excellence. This shows your genuine interest in the role and helps you gauge if the company aligns with your values.
