At a Glance
- Tasks: Lead and enhance leaseholder services for 20,000 homes, ensuring customer satisfaction and operational excellence.
- Company: MTVH, a forward-thinking organisation focused on transparent and fair homeowner services.
- Benefits: Competitive salary, benefits package, and opportunities for professional growth.
- Other info: Join a dynamic team committed to delivering exceptional service and achieving corporate goals.
- Why this job: Make a real difference in the lives of homeowners while shaping service delivery and governance.
- Qualifications: Proven leadership experience in customer service and strategic management.
The predicted salary is between 75000 - 90000 € per year.
At MTVH, our homeowners including leaseholders and shared owners need services that are transparent, responsive and fair, with clear accountability for standards, costs and outcomes.
As Director of Leaseholder Services, you will provide strategic and operational leadership for our national leaseholder services function, acting as the senior authority on leasehold and shared ownership matters across a portfolio of circa 20,000 homes. You will be the primary advocate for our leasehold and shared ownership customers (and other home ownership products where applicable), ensuring their voice informs service design, investment visibility, communications and performance priorities.
This is a high-impact leadership role, responsible for strengthening governance, improving customer satisfaction, and driving consistent service quality through robust performance management and effective oversight of third parties, including managing agents and freeholders. As a member of MTVH's Senior Leadership Team, you will work collaboratively across the organisation to resolve complex issues and deliver our 2030 corporate strategy.
What you'll be accountable for:
- Strategic leadership: Set and deliver a clear strategy for leaseholder services aligned to MTVH's corporate priorities and customer expectations. Provide visible, confident leadership that drives a customer-centred culture and measurable improvement.
- Operational excellence: Lead the end-to-end delivery of leasehold and shared ownership services, ensuring clear plans, effective resource coordination and timely issue resolution. Act as a catalyst for joined-up delivery across Customer Services, Assets/Property, Finance and Legal, owning the resolution of complex leasehold matters and ensuring a coherent customer journey.
- Governance, risk and compliance: Ensure compliance with relevant legal, regulatory and policy requirements, proactively identifying and managing risk (including escalation where required). Own and maintain the policy and procedural framework for your function, ensuring it is current, embedded and auditable. Be accountable for the quality and integrity of data and records to enable reliable reporting and oversight.
- Financial stewardship and value for money: Lead strong financial accountability across service charge governance, major works processes, and income and expenditure management within your remit. Balance financial stewardship with fairness, transparency and value for money for customers, ensuring decisions are evidence-led and defensible.
- Leasehold management & customer outcomes: Provide strategic oversight across key areas including Section 20 / major works consultation, lease variations, renewals, compliance with lease terms, dispute resolution and tribunal cases. Drive improvements in satisfaction, engagement and complaints performance, ensuring communications are clear, proactive and transparent.
- Third party and stakeholder management: Build effective relationships with managing agents and freeholders, holding them to account.
Director Of Leaseholder Services - London/Nottingham employer: MTVH
MTVH is an exceptional employer that prioritises a customer-centred culture and offers a collaborative work environment in the vibrant cities of London and Nottingham. With a strong commitment to employee growth, we provide ample opportunities for professional development and leadership within a high-impact role that directly influences the lives of our leaseholders. Our competitive benefits package, combined with a focus on transparency and accountability, makes MTVH a rewarding place to work for those seeking meaningful employment in the housing sector.
StudySmarter Expert Advice🤫
We think this is how you could land Director Of Leaseholder Services - London/Nottingham
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family to get comfortable with common questions. The more you practice, the more confident you'll feel when it’s time to shine in front of the hiring panel.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in leaving a positive impression. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Director Of Leaseholder Services - London/Nottingham
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for leaseholder services shine through. We want to see that you genuinely care about improving customer experiences and driving change in the sector.
Tailor Your Application:Make sure to customise your CV and cover letter to highlight relevant experience and skills that align with the job description. We love seeing how your background fits into our vision at MTVH!
Be Clear and Concise:Keep your writing straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your key achievements stand out. This helps us quickly see why you’d be a great fit!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at MTVH
✨Know Your Stuff
Make sure you’re well-versed in leasehold and shared ownership matters. Brush up on relevant legislation, policies, and MTVH's corporate strategy. This will not only show your expertise but also demonstrate your commitment to the role.
✨Showcase Leadership Skills
Prepare examples of how you've provided strategic leadership in previous roles. Think about times when you’ve driven customer-centred cultures or improved service quality. Be ready to discuss how you can bring that experience to MTVH.
✨Understand the Customer Perspective
As a Director of Leaseholder Services, understanding the customer’s voice is crucial. Prepare to discuss how you would ensure that leaseholders' needs are at the forefront of service design and delivery. Share any past experiences where you successfully advocated for customers.
✨Be Ready for Complex Scenarios
Expect questions about handling complex leasehold matters and resolving disputes. Think through some challenging situations you've faced and how you navigated them. This will help you demonstrate your problem-solving skills and ability to manage third-party relationships effectively.
