Leasehold Services Manager

Onward Homes is looking to recruit a Leasehold Services Manager to join our Home Ownership team on a permanent. This role is predominately a home-based role, where there is no daily requirement to attend an office but the successful candidate will be expected to attend the office (Didsbury) once a week as and when required for team meetings, and collaborative working.

Purpose of role:

To ensure customers receive a professional, cost effective and high-quality leasehold and Property management service, leading a team delivering services to schemes across a range of dispersed sites.

Leasehold Management

Deliver an excellent leasehold management service, including right to buy and right to acquire services, that delights our customers while providing value for money.

Oversee a team that provides advice and support on; staircasing, resales and other leasehold services with robust financial controls. Ensure Section 20 consultations are carried out in line with legislation.

Manage the team to deal with a range of leasehold management enquires and permissions, providing expert advice and support and handling escalations / complex queries across a range of leasehold areas. Ensuring the effective maintenance of the portfolio and its general appearance and upkeep.
Customer Service & Value

Ensure customers receive a high-quality service that reflects the needs and requirements of their property and estate. This includes providing effective communication, ease of access and use of Onwards services. Provide a service that delights our customers.
Service Charges

Ensure management fees and service charges are accurately set for homeowners. Ensure sinking funds and accounts contain suitable levels of balance that will facilitate the effective management of the portfolio. Work across the business to produce accurate and timely charges.
Collaboration

Collaborate with colleagues to ensure planned and cyclical works are effectively delivered; and provide a joined-up service offering that drives positive customer satisfaction. Contribute to the ongoing development of the service incl. policies and procedures.
Reporting

Monitor and report on performance against targets to encourage continuous improvement.
Assurance & Validation

Ensure suitable arrangements are developed and put in place to allow for external assurance and validation of landlord's and managing agent compliance obligations to its customers, including monthly scheme inspections.
Management, Leadership and Culture Change

Manage the budgets, resources and priorities of the team ensuring effective and efficient use of resources to deliver agreed performance targets and customer satisfaction. Drive culture improvement across the organisation based on the Onward values.
What are we looking for?

A demonstrable commitment to deliver exceptional customer service.
In depth knowledge of relevant legislation.
Experience of delivering effective leasehold management functions.
Experience of managing customer friendly but well controlled home purchase schemes.
A good understanding of property management and maintenance.
A demonstrable track record of service improvement and resourcefulness.
An excellent knowledge of variable service charges.
Experience of managing agency services.
Excellent communication skills (both written and verbal) with a proven ability to influence external partners and customers.
Experience of managing and developing teams and people in order to meet ambitions, objectives and targets.
IT skills - Microsoft Office up to intermediate level.
A Full UK Driving Licence and access to your own car.

Essential Qualifications
A-Level standard qualification or equivalent., Property related degree or similar qualification/experience.
Qualified to ATIP Level 3 (IRPM level 3 or above).

We offer a competitive salary of £56,050 per annum.
32 days annual leave plus bank holidays.
Opportunity to further increase annual leave with service or through the holiday purchase scheme.
Immediate entry to our Pension scheme (matched contributions up to 10%).
A great flexible working environment, with a range of family friendly policies.
Simply Health cash plan with financial benefits and the option to extend to your family.
Cover includes dental, optical, physiotherapy, 24HR private GP access and much more.
Paid leave for absence including sickness, maternity, paternity, and adoption leave.
Access of up to £150 annually through the 'Learning for life' scheme.
Access to a wide range of discounts and cash back offers, ranging from retail and automotive to holidays and cycle to work scheme.
Develop your career with support and access to training and qualifications allowing you to develop your professional development to MRICS.