Key Clients Tenancy Operations Lead

Chestertons Estate Agency Key Clients Tenancy Operations Lead

Location: Multi-site / Hybrid

Reporting To: Head of Key Clients

Fixed Term: Contract 6 months

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.

• 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.

• Manage and oversee complex tenancy arrangements, including:

  • Corporate tenancies

  • Embassy tenancies

  • Premier and Super Prime tenancies

  • Renewals

  • 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.

• 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.

• 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.

• 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.

• 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.

• Produce and maintain bespoke client reports covering:

  • Renewals

  • 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.