Tenant Relations Specialist

The Tenant Relations Specialist is responsible for maintaining positive and professional relationships with tenants throughout the tenancy lifecycle. The role serves as a key point of contact between tenants and internal teams, ensuring enquiries, requests, complaints, lease-related matters, and service issues are addressed accurately and within agreed timelines. The role coordinates closely with Property Management, Leasing, Facilities Management, Finance, Security, and other relevant teams to enhance tenant satisfaction, support retention, maintain accurate tenant records, and ensure a consistent tenant experience. • The primary point of contact for assigned tenants, building professional relationships and ensuring enquiries, requests, concerns, and complaints are acknowledged and addressed within agreed service standards • Receive, assess, track, and coordinate the resolution of tenant issues, working with Facilities Management, Property Management, Security, Finance, Leasing, and other teams as required. Escalate critical or recurring issues appropriately. • Support initiatives that improve the overall tenant experience by proactively gathering feedback, identifying recurring concerns, monitoring service quality, and recommending practical improvements. • Support tenant-facing activities related to lease requirements, renewals, documentation, access, move-in, move-out, fit-out, and other tenancy processes, ensuring appropriate coordination with responsible internal teams. • Maintain visibility of tenant service requests and complaints from receipt through closure, follow up with responsible teams, keep tenants informed of progress, and verify satisfactory resolution where appropriate. • Coordinate clear and timely tenant communications regarding property updates, planned works, service interruptions, events, policies, procedures, and other relevant matters. Support tenant meetings and engagement activities as required. • Maintain accurate tenant records, correspondence, complaints, requests, feedback, and action logs in relevant systems. Prepare periodic reports on tenant concerns, service trends, satisfaction, and outstanding actions. • Work collaboratively with internal departments and external service providers to deliver agreed tenant services, address operational requirements, and support a safe, efficient, and positive tenant environment. Qualifications: *Bachelors degree or diploma in Business Administration, Hospitality, Real Estate, Property Management, Customer Service, or a related discipline is preferred. *Relevant professional training in customer experience, property management, or tenant relations is an advantage. Experience: *Relevant experience in tenant relations, customer service, property management, community management, hospitality, leasing support, or a similar customer-facing environment. *Experience within commercial, residential, retail, mixed-use, or other real-estate environments is advantageous. *Practical experience handling customer enquiries, complaints, service requests, and stakeholder coordination. Knowledge & Skills: *Strong customer service and relationship-management skills. *Effective verbal and written communication skills. *Ability to manage complaints and sensitive tenant situations professionally. *Good coordination, organization, and follow-up skills. *Ability to prioritize multiple requests and work within service-level expectations. *Working knowledge of Microsoft Office and relevant CRM, property management, or service-request systems. *Understanding of tenancy, property operations, and lease administration processes is advantageous. * Arabic and English communication skills appropriate to the requirements of the role ; additional languages may be advantageous where relevant to the tenant population.