Chestertons Estate Agency
Job Title: Key Clients Tenancy Operations Lead
Location: Multi-site / Hybrid
Reporting To: Head of Key Clients
Fixed Term: Contract 6 months
About the Role
We are seeking an experienced and highly organised Key Clients Tenancy Operations Lead to oversee operational delivery across our Key Client portfolio. This role is pivotal in ensuring exceptional service standards, regulatory compliance, efficient tenancy onboarding, and strong client relationships throughout the tenancy lifecycle.
As the operational Subject Matter Expert (SME) for Key Clients, you will provide specialist support on complex tenancy transactions, including corporate and embassy tenancies, renewals, tenancy swaps, rent increases, and bespoke client requirements. You will act as the primary escalation point for operational, compliance, and process-related matters while driving operational excellence across the business.
This is an exciting opportunity for a lettings professional with strong technical expertise, exceptional stakeholder management skills, and a passion for delivering outstanding client service.
Key Responsibilities
Deliver Exceptional Key Client Service
• Act as the primary operational contact for designated Key Clients.
• Ensure tenancy transactions are progressed efficiently, accurately, and in line with client-specific requirements.
• Build and maintain strong relationships with clients, branches, and internal stakeholders.
• Resolve complex enquiries and escalations professionally and effectively.
• Support client retention and portfolio growth through exceptional service delivery.
Oversee Complex Tenancy Transactions
• Corporate tenancies
• Embassy tenancies
• Premier and Super Prime tenancies
• Tenancy swaps
• Rent increases
• Licence agreements
• Non-standard tenancy arrangements
• Review and approve bespoke tenancy documentation, clauses, addendums, surrenders, and associated legal documentation.
• Ensure all transactions comply with legislation, company policies, and client requirements.
• Provide expert guidance on complex tenancy scenarios across the business.
Compliance, Governance & Risk Management
• Maintain expert knowledge of lettings legislation, Right to Rent requirements, AML obligations, and regulatory developments.
• Conduct regular audits and annual re-checks to ensure compliance and minimise business risk.
• Support updates to tenancy agreements, templates, and operational documentation following legislative changes.
• Identify operational risks and implement effective mitigation strategies.
Process Improvement & Systems Development
• Support the development and enhancement of tenancy progression systems and platforms.
• Participate in testing, implementation, and rollout of new technologies and operational processes.
• Streamline client-specific workflows to improve efficiency and consistency.
• Create and maintain operational documentation, templates, checklists, and reporting tools.
• Drive continuous improvement initiatives across tenancy operations.
Training & Knowledge Development
• Deliver training on Key Client processes across branches and operational teams.
• Coach and mentor Tenancy Progressors and colleagues.
• Support onboarding and development programmes for new team members.
• Act as a subject matter expert on tenancy progression, legislation, and Key Client requirements.
• Promote a culture of continuous learning and knowledge sharing.
Stakeholder Collaboration
• Work closely with Lettings, Property Management, Client Accounts, Compliance, Renewals, and other key departments.
• Support department heads and senior stakeholders on strategic projects and operational reviews.
• Assist branches with complex transactions and client escalations.
• Build strong cross-functional relationships to ensure seamless service delivery.
Reporting & Portfolio Performance
• Produce and maintain bespoke client reports covering:
• Rent increases
• Compliance requirements
• Certificate tracking
• Portfolio performance
• Operational KPIs
• Monitor service standards and identify opportunities for improvement.
• Support management reporting and operational analysis.
• Assist in developing service level agreements and operational benchmarks.
Team Contribution
• Foster a collaborative and high-performing team culture.
• Provide support during periods of absence, increased workload, or business change.
• Demonstrate flexibility, accountability, and a proactive approach to problem-solving.
• Act as a role model for professionalism, operational excellence, and customer service.
Essential Skills & Experience
• Minimum 3 years' experience within the lettings sector.
• Extensive knowledge of residential tenancy legislation, processes, and regulatory requirements.
• Strong understanding of institutional and corporate client operational needs.
• Proven experience managing complex and high-value client portfolios.
• Exceptional stakeholder management and relationship-building skills.
• Strong operational and commercial awareness.
• Excellent written and verbal communication skills.
• Ability to interpret, review, and draft non-standard tenancy documentation.
• Strong analytical and problem-solving capabilities.
• High level of attention to detail and accuracy.
• Experience delivering training, coaching, and mentoring colleagues.
• Advanced knowledge of Reapit.
• Ability to manage multiple priorities in a fast-paced environment.