At a Glance
- Tasks: Lead a team to enhance homeownership services and improve customer experiences.
- Company: Respected social housing provider with a commitment to quality service.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Join a dynamic team focused on delivering high-quality, resident-focused services.
- Why this job: Make a real difference in residents' lives while developing your leadership skills.
- Qualifications: Experience in property management and strong communication skills required.
The predicted salary is between 40500 - 49500 £ per year.
Location: Hybrid / Office based 2 days a week
Salary: approx. £40k
Contract: Permanent
Are you an experienced homeownership, leasehold or property management professional looking to step into a leadership role? Do you thrive in a fast‑paced environment where your decisions directly improve customer experience and service quality?
Our client, a respected social housing provider, is seeking a Home Ownership Supervisor/Team Lead to oversee the delivery of their leasehold, shared ownership, and homeownership services. This is an excellent opportunity for someone with strong technical knowledge and a passion for delivering high‑quality, compliant, resident‑focused services.
The Role
- You will manage the day‑to‑day operations of the Homeownership service, supervising a team of Advisors and acting as the first point of escalation for complex queries, arrears cases, and complaints.
- You will ensure services are delivered accurately, transparently, and in line with statutory, regulatory, and internal standards.
Key Responsibilities
- Lead and support Home Ownership Advisors, allocating and reviewing workloads to ensure consistent service delivery.
- Act as the escalation point for complex cases, disputes, and Stage 1 complaints, ensuring timely and effective resolution.
- Oversee the preparation, accuracy, and reconciliation of service charge estimates and ensure compliance with statutory deadlines.
- Monitor rent and service charge arrears, ensuring proportionate and customer‑focused recovery activity.
- Ensure advice, decisions, and communications across the team remain consistent and aligned with legislation, policies, and best practice.
- Maintain strong compliance with all lease, regulatory, audit, and evidence‑management requirements.
- Support Housing Ombudsman enquiries and ensure learning is embedded in service delivery.
- Identify risks, backlogs, and service inefficiencies, recommending improvements to enhance outcomes for residents.
- Work collaboratively with Finance, Legal, Asset Management, Repairs, and Customer Service teams to deliver a joined‑up service.
About You
- You’ll be a confident, organised, and knowledgeable professional who can balance technical accuracy with excellent customer experience.
- You will bring strong working knowledge of leasehold and shared ownership services, including service charges and arrears management.
- Experience supervising staff, coaching colleagues, or acting as a senior technical lead within homeownership, housing, or property management.
- The ability to interpret leases, legislation, and policy, providing clear, accurate advice.
- Excellent communication and conflict‑resolution skills, particularly when dealing with complex resident issues.
- Strong organisational and prioritisation abilities, able to manage competing demands and statutory deadlines.
- An inclusive and accessible approach, recognising vulnerability and ensuring fair, customer‑focused outcomes.
Home Ownership Supervisor/Team Leader employer: Karter Thomas Limited
Join a respected charitable organisation in Warwickshire that values its employees and fosters a collaborative work culture. With a commitment to professional development, this role offers opportunities for growth while contributing to meaningful projects that make a difference in the community. Enjoy a flexible hybrid working environment that promotes work-life balance and encourages innovative financial solutions.
