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.
Campions: Campions is one of the fastest growing sales and lettings agency groups in the UK. It currently includes the Chestertons, Chase Buchanan, Retirement Homesearch and Campions Lettings & Management brands which collectively sell, rent and manage thousands of properties across the country every year.
Perks That Make a Difference
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. 