At a Glance
- Tasks: Lead a team to deliver top-notch leasehold resolution services and manage complex cases.
- Company: Join a dynamic organisation focused on customer satisfaction in housing management.
- Benefits: Enjoy 25 days holiday, flexible benefits, and a contributory pension scheme.
- Other info: Hybrid working model with excellent career growth opportunities.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Strong team management experience and knowledge of housing legislation required.
The predicted salary is between 39400 - 41474 £ per year.
An excellent opportunity for an experienced Senior Leasehold Property Manager to lead a customer-focused leasehold resolution team, support complex case management and help deliver a high-quality service across a diverse housing portfolio.
SALARY: £39,400 to £41,474 pro rata + Benefits
LOCATION: Hybrid working from home with 2 Days per Week from the Office in Ealing (W5)
JOB TYPE: 6 Month, Full-Time, Fixed-Term Contract
WORKING HOURS: 35 Hours per Week, Monday to Friday
JOB OVERVIEW: We have a fantastic opportunity for a Senior Leasehold Property Manager to lead, manage and motivate a team of leasehold professionals delivering a customer-centred resolution service. Working as the Senior Leasehold Property Manager, you will ensure compliance with leasehold legislation, fire safety regulations, governance requirements and lease obligations, while acting as a senior escalation point for complex, sensitive and high-risk leasehold matters. As the Senior Leasehold Property Manager, you will support service improvement through performance data, customer feedback and complaint trends, helping to improve response times, resolution outcomes, customer satisfaction and overall service delivery.
DUTIES
- Lead and Manage the Team: Develop, support and manage leasehold professionals, setting clear objectives and promoting accountability, collaboration and continuous improvement
- Oversee Leasehold Resolution Services: Ensure effective delivery of a high-quality, customer-focused resolution service across a diverse leasehold portfolio
- Manage Complex Cases: Oversee leaseholder enquiries, complaints, disputes and escalated matters, ensuring compliance with statutory requirements, policies and lease obligations
- Provide Senior Escalation Support: Act as the senior point of contact for complex, sensitive and high-risk leasehold issues
- Monitor Service Performance: Review service standards, response times, resolution outcomes, customer satisfaction and complaint reduction activity
- Analyse Data and Feedback: Use performance data, customer feedback, complaint trends and operational risks to identify service improvements
- Build Stakeholder Relationships: Work with internal teams, managing agents, legal representatives, contractors, local authorities and external partners
- Represent the Organisation: Attend stakeholder meetings, resident forums, tribunals, hearings and external proceedings where required
- Maintain Records and Compliance: Ensure accurate records, robust case management and compliance with governance, regulatory and audit requirements
CANDIDATE REQUIREMENTS
ESSENTIAL
- Strong experience leading and managing a team
- Experience delivering front-line customer-facing services
- Excellent knowledge of current housing and leasehold legislation
- TPI qualification, relevant property or housing professional membership, or relevant experience
- Good working knowledge of Microsoft Office, Outlook, Word, Excel and CRM systems
- Excellent written and verbal communication skills, including the ability to present in high-pressure environments
- Ability to manage complex customer issues, legal cases, building safety matters and service charge challenges
- Strong stakeholder management, problem-solving and continuous improvement skills
DESIRABLE
- Relevant technical or building safety qualification, or willingness to undertake one in line with changing legislation
- Experience adopting a continuous improvement approach and adapting to change
- Full UK driving licence
BENEFITS
- 25 days holiday plus Bank Holidays
- Up to 8% contributory pension
- Flexible benefits
- Salary exchange benefits
- Rewards and discounts
- Annual allowance of up to £300 to use towards health and lifestyle benefits for you and your family
The organisation recognises that some people will only apply for a role if they meet 100% of role requirements. If this sounds like you, they’d still encourage you to apply should you not feel you meet the criteria 100%. This role requires a DBS Check.
APPLY TODAY: By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.
Senior Leasehold Property Manager in Southall employer: All The Top Bananas
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