Associate Director – Tenancy Progression
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.