Leasehold Officer

Join our team as a Leasehold Officer We are looking for a Leasehold Officer to deliver a professional, customer-focused service to leaseholders, shared owners, freeholders and residents. Acting as a trusted point of contact, you will provide advice and support on a wide range of leasehold matters, helping customers understand their rights and responsibilities while ensuring Be One Homes meets its legal and regulatory obligations. We value different perspectives, experiences and ways of thinking. We are committed to creating an inclusive workplace where everyone feels respected, supported and able to do their best work. If you are passionate about customer service, have experience in leasehold management and enjoy building positive relationships, we would love to hear from you. Key Responsibilities Deliver a responsive, high-quality leasehold management service that achieves positive customer outcomes and satisfaction. Provide advice and guidance to leaseholders, shared owners and freeholders on lease terms, rights, responsibilities and obligations. Manage leasehold administration, including assignments, subletting applications, alterations, staircasing, lease variations and related transactions. Investigate and manage breaches of lease conditions, taking appropriate action in line with policy, legislation and good practice. Support the administration of Section 20 consultations, major works projects and service charge recovery processes. Manage arrears cases and support income recovery through proactive engagement and recovery arrangements. Resolve customer enquiries, complaints and appeals promptly and professionally, reducing escalation wherever possible. Work collaboratively with colleagues, contractors and external agencies to deliver efficient, customer-focused services. Maintain accurate records and case management information to support effective decision-making and regulatory compliance. Keep up to date with leasehold legislation, regulatory requirements and sector best practice to support continuous improvement. What you'll need to succeed Experience of working in leasehold or housing management, including interpreting and applying lease agreements. Knowledge and practical experience of relevant leasehold legislation and regulatory requirements. Experience of managing leasehold services, including Section 20 consultations, income recovery, lease extensions, staircasing and resales. Strong communication skills, both verbal and written, with the ability to engage effectively with a wide range of customers and stakeholders. Excellent organisational skills with the ability to manage a varied caseload, prioritise workloads and meet deadlines. Strong problem-solving skills and a practical, customer-focused approach to resolving issues. Ability to analyse and interpret information and use data to support effective decision-making. Good IT skills, including experience using Microsoft Office applications and housing management systems. A full valid driving licence. A commitment to equality, diversity and inclusion and creating positive customer experiences. What we offer Hybrid working & flexibility supporting work-life balance Generous annual leave starting at 27 days, rising to 32 days after 5 years plus bank holidays Birthday day off take your birthday as paid leave Buy or sell annual leave flexible options to suit your lifestyle Local bank holiday extra day off around New Year Enhanced maternity, paternity & adoption pay Free on-site parking at key office locations Employee Assistance Programme emotional wellbeing support for you and your family Cycle to Work & Car Leasing Schemes save on tax and NI Pension schemes with life insurance cover Perkbox - an employee engagement platform with perks, benefits, rewards, wellbeing resources, discounts, freebies and more Healthcare cash plan claim back costs for dental, optical, physio & more Lifestyle discounts cashback and savings at major retailers Learning & development opportunities grow your career Volunteer days up to 5 paid days to give back TPBN1_UKTJ