A Housing Association is currently looking for a Housing Leasehold Manager on a temporary basis for about 3 months with permanent opportunities for the right candidate.
Key responsibilities are as follows
Lead, manage and support your team in line with company's management behaviours in order to get the best out of your staff and deliver agreed plans, KPIs and service standards
Report to the Head of Leasehold Services and Assistant Director of Leasehold Services as required on all aspects of business activities within relevant remit (plans, budgets, KPIs, outcomes, risks)
Effectively promote collaborative approaches to engage your team to work successfully to deliver high quality services with cost-effective outcomes
Establish and maintain a culture of service improvement, supporting staff to deliver change projects to meet developing and evolving customer needs
Represent the company externally; develop and maintain the company's reputation as appropriate and build effective relationships with relevant stakeholders
Ensure you and your team follow the financial regulations, policies and procedures
Ensure that you and your team follow relevant Health and Safety policies and related procedures, keeping up to date with changes and taking action to maintain personal health and safety and that of others. Integration
Ensure your team is effectively integrated in line with the Business Plan for Home Ownership developed by the Director of Home Ownership
Support staff through the change ensuring appropriate training and knowledge sharing is provided
Work closely with managers and colleagues in key departments and teams like Business Support, Delivery, Housing, Development, Assets, Finance, BID and HR to ensure the transition goes smoothly for customers and staff. Home Ownership
Implement and embed appropriate strategies to ensure the team deliver improved resident satisfaction in your area, aiming for performance as per the Home Ownership Business Plan
Embed a culture within the team of delivering a property management service that meets compliancy with the lease whilst maintaining customer focus and championing the needs of residents
Ensure that our properties are managed to a high standard, with residents receiving a professional, compliant and customer-focused service. This will include managing repairs and services with the relevant stakeholders so that our estates look like well-managed and attractive places to live
Ensure the team achieves improved rent and service charge collection rates, with reductions in the number of residents in arrears, and overall level of arrears
Ensure the organisation's lease, legal and financial liabilities on directly manged and third-party owned developments are best protected. This to include effective management of any Right-to Manage and/or Resident Management Companies
Ensure the team manages debt in line with agreements with mortgage lenders, so to avoid lenders withdrawing from the shared-ownership market
Ensure the team achieves all performance targets effectively and economically, managing resources effectively within budget to deliver what our customers need
Ensure the team is fully compliant with all relevant legislation and regulations. This includes being able to enforce the recovery of all service charge within the team.
Ensure the team sets and manages service charge expenditure and accounts effectively and compliantly. This includes setting and managing budgets, monitoring expenditure and working with other teams and external auditors to produced certified year-end accounts with high-quality written commentary
Ensure customer focused consultation takes place on service charge budget and expenditure. Ensure the team manage anti-social behaviour issues effectively, with reduction in the number of cases requiring formal intervention
Ensure complaints and escalations reduce and are maintained at reasonable levels. Ensure all complainants have access to an independent point of contact through the complaints process, that the complaints process is followed and that all complaint responses and reviews are of a high quality. Work with BID to make sure the Ombudsman is proactively engaged on cases that have been referred to them
Where necessary, take responsibility for identifying appropriate compensation, recommendations and next steps to troubleshoot residents' complaints or dissatisfaction that may arise
Build good relations with the stakeholders (both internal and external) for your area (including managing agents, developers and third party freeholders) in cooperation with other managers where appropriate
With overall responsibility for reactive repairs and planned maintenance, you will ensure the service provided by the Assets team is delivered on time, compliantly, with value for money and ultimately to your customers' satisfaction
Oversee your team's work with Assets to support the effective delivery of property related compliance actions
Pay rate £32.40 PAYE £42.60 Umbrella
Essential Requirements
Experience of delivering excellent customer services that meet individual needs and performance requirements
Experience and/or knowledge of leasehold legislation, leasehold tenure and associated property management regulations
Experience of delivering excellence through effective contract management, and driving performance through managing contractors and agents
Experience of or ability to work in a fast paced property management environment, with a track record of delivering against multiple competing objectives
Experience of staff management
Willingness to work evenings/weekends to meet residents