Senior Leasehold Property Manager

Senior Leasehold Property Manager

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.

If you've also worked in the following roles, we'd also like to hear from you: Leasehold Property Manager, Leasehold Manager, Senior Property Manager, Property Manager, Leasehold Services Manager, Leasehold Team Leader, Housing Manager, Block Property Manager, Leasehold Resolution Manager

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

Your duties as the Senior Leasehold Property Manager include:

• 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

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JOB REF: AWDO-C14963

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