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Operations Manager (Property / Lease Management)
£52000
GREAT PLACES HOUSING ASSOCIATION, Woodhouse Park, Manchester
- Onsite working
- Full time
- Permanent
Posted 1 week ago, 27 Mar
Job ref: 0d511627f5e8415d8d4875b76c1a6cb1
Full Job Description
You will be leading, motivating and developing a team of Property Managers and Graduate Property Manager s on operational issues around property and lease management. You will be responsible for the day to day service delivery to leaseholders, shared owners and tenants within the Plumlife Management team.
Ensuring that your team provides the best possible service to meet the needs and expectations of both existing and prospective customers, driving forward the Group s continuous improvement agenda.
Who we are looking for;
To lead a team of Property Managers to provide a high quality customer focussed lease, block and estate management service
To lead the team in maintaining effective operational working partnerships with other Great Places departments including Sales, Finance, Development, Compliance to ensure effective services
To ensure effective performance monitoring within an action planning framework, ensuring the team meets its internal and external targets
Play an active role in contributing towards the Group s continuous improvement agenda, contributing to business development and winning new work
To provide robust line management of the Property Managers and Graduate Property Manager s and have accountability for the delivery of high quality services to the properties within their management portfolio
To be responsible for planning, co-ordinating and redeploying resources and workload appropriately across the team to meet service and business demands
Ensure all services to customers are effectively procured, quality is managed and they deliver value for money
Through effective collaborative working ensure proactive and reactive works are delivered to an exceptionally high standard and within agreed service level agreements
Support team members to project manage more complex specialist work on their portfolios
Ensure that resident involvement, communication, consultation and participation is a core activity of the team and central to the development and delivery of services
To act as an ambassador for Plumlife and Great Places in any external forums or meetings.
Ensure effective client management across the team
Provide expertise in relation to relevant legislation and best practice around leasehold, low cost home ownership and complex housing management issues
Ensure Plumlife complies with all of it s responsibilities and best practice as a landlord or managing agent in the management of all sites, including for any external accreditations the business may hold, with particular reference to health and safety and building safety requirements
Ensure scheme accounts and service charge budgets are prepared audited and distributed within required timeframes as dictated by legislation and good practice and budget control / monitoring takes place during the financial year
Support the Customer Feedback Team in the escalation of complaints from customers, clients or suppliers and ensure any improvements identified are implemented
Provide robust management of the team to ensure excellent performance against objectives through a high support / high challenge culture
Analyse performance data and compile reports and recommendations to be considered by the Senior Leadership Team.
Use data and evidence for decision making across the team
To work in line with our risk management framework
To adhere to guidelines and workflows as required
Support potential opportunities for business growth
Contribute towards the Group s continuous improvement agenda as required
To work flexibly, working unsociable hours, weekends and bank holidays as required in order to maintain good customer service and ensure business continuity including taking part in on call rotas
A commitment to understand the challenges and opportunities that exist in the communities in which we work. We particularly value lived experience in social housing
A passion to advocate on behalf of people and communities
Respecting professional boundaries and conducting yourself and a professional manner at all times.
To be professional and work with integrity, inclusivity and respect for diversity;
Relevant professional qualification such as Institute of Residential Property Managers (IRPM) or working towards
Minimum 2 years experience in a leasehold / low cost home ownership / block management background
Experience of managing and motivation a team
Experience of driving quality and compliance in a customer focussed service, to a high standard across a large organisation
Experience of managing contracts
Experience of delivering inline with policy and procedures
Practical experience of resident involvement
Experience of the dealing with Resident Management Companies
Experience of managing scheme budgets
Willingness to share learning with peers, guide, train and to coach others
Great people skills and a track record in change management
Good commercial awareness and insight
An ability to work in uncertainty
Self-reliant and resilient
Professional and value led with integrity, inclusivity and respect for diversity
A sound understanding of all aspects of housing management including landlord and tenant law, tenancy enforcement and current housing issues and the ability to apply this to practical day to day operations.
Confident communication skills (written, verbal and at all levels)
Commitment to work in partnership with others for the benefit of Great Places both external and cross departmental
Ability to travel between sites and to meet external commitments
To work flexibly, working unsociable hours, weekends and bank holidays as required in order to maintain good customer service and ensure business continuity including taking part in on call rotas
Able to have difficult conversations
Acute customer focus
Effective problem solver
+ WPA Healthcare auto enrolled at no contribution level with £1250 of savings available- option to increase & add on family members
+ The Market Place High street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans and much more
+ Annual Leave Start at 26 days annual leave, increasing up to 30 days within 5 years+ Bank Holidays
+ Reward & Recognition You Count Rewards are individual reward s for going above & beyond
+ Help with transport We offer season ticket loans, an affordable way to purchase season tickets for public transport at discounted rates .
+ Salary Finance You can access savings opportunities and early access to wages
At Great Places we believe the wellbeing of our colleagues is vital to enable them to deliver to great services, all your benefits can be used inside and outside of work.
Great Places Housing Group is committed to safeguarding and promoting the welfare of children, young people and adults and expects all our colleagues to share this commitment.
All successful applicant(s) will be subject to a basic criminal records background check. Further detail on our commitment to safeguarding children/young people & vulnerable adults can be found in the Great Places Housing Group Safeguarding Policy & Recruitment Policy on our website .
Ensuring that your team provides the best possible service to meet the needs and expectations of both existing and prospective customers, driving forward the Group s continuous improvement agenda.
Who we are looking for;
To lead a team of Property Managers to provide a high quality customer focussed lease, block and estate management service
To lead the team in maintaining effective operational working partnerships with other Great Places departments including Sales, Finance, Development, Compliance to ensure effective services
To ensure effective performance monitoring within an action planning framework, ensuring the team meets its internal and external targets
Play an active role in contributing towards the Group s continuous improvement agenda, contributing to business development and winning new work
To provide robust line management of the Property Managers and Graduate Property Manager s and have accountability for the delivery of high quality services to the properties within their management portfolio
To be responsible for planning, co-ordinating and redeploying resources and workload appropriately across the team to meet service and business demands
Ensure all services to customers are effectively procured, quality is managed and they deliver value for money
Through effective collaborative working ensure proactive and reactive works are delivered to an exceptionally high standard and within agreed service level agreements
Support team members to project manage more complex specialist work on their portfolios
Ensure that resident involvement, communication, consultation and participation is a core activity of the team and central to the development and delivery of services
To act as an ambassador for Plumlife and Great Places in any external forums or meetings.
Ensure effective client management across the team
Provide expertise in relation to relevant legislation and best practice around leasehold, low cost home ownership and complex housing management issues
Ensure Plumlife complies with all of it s responsibilities and best practice as a landlord or managing agent in the management of all sites, including for any external accreditations the business may hold, with particular reference to health and safety and building safety requirements
Ensure scheme accounts and service charge budgets are prepared audited and distributed within required timeframes as dictated by legislation and good practice and budget control / monitoring takes place during the financial year
Support the Customer Feedback Team in the escalation of complaints from customers, clients or suppliers and ensure any improvements identified are implemented
Provide robust management of the team to ensure excellent performance against objectives through a high support / high challenge culture
Analyse performance data and compile reports and recommendations to be considered by the Senior Leadership Team.
Use data and evidence for decision making across the team
To work in line with our risk management framework
To adhere to guidelines and workflows as required
Support potential opportunities for business growth
Contribute towards the Group s continuous improvement agenda as required
To work flexibly, working unsociable hours, weekends and bank holidays as required in order to maintain good customer service and ensure business continuity including taking part in on call rotas
A commitment to understand the challenges and opportunities that exist in the communities in which we work. We particularly value lived experience in social housing
A passion to advocate on behalf of people and communities
Respecting professional boundaries and conducting yourself and a professional manner at all times.
To be professional and work with integrity, inclusivity and respect for diversity;
Relevant professional qualification such as Institute of Residential Property Managers (IRPM) or working towards
Minimum 2 years experience in a leasehold / low cost home ownership / block management background
Experience of managing and motivation a team
Experience of driving quality and compliance in a customer focussed service, to a high standard across a large organisation
Experience of managing contracts
Experience of delivering inline with policy and procedures
Practical experience of resident involvement
Experience of the dealing with Resident Management Companies
Experience of managing scheme budgets
Willingness to share learning with peers, guide, train and to coach others
Great people skills and a track record in change management
Good commercial awareness and insight
An ability to work in uncertainty
Self-reliant and resilient
Professional and value led with integrity, inclusivity and respect for diversity
A sound understanding of all aspects of housing management including landlord and tenant law, tenancy enforcement and current housing issues and the ability to apply this to practical day to day operations.
Confident communication skills (written, verbal and at all levels)
Commitment to work in partnership with others for the benefit of Great Places both external and cross departmental
Ability to travel between sites and to meet external commitments
To work flexibly, working unsociable hours, weekends and bank holidays as required in order to maintain good customer service and ensure business continuity including taking part in on call rotas
Able to have difficult conversations
Acute customer focus
Effective problem solver
+ WPA Healthcare auto enrolled at no contribution level with £1250 of savings available- option to increase & add on family members
+ The Market Place High street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans and much more
+ Annual Leave Start at 26 days annual leave, increasing up to 30 days within 5 years+ Bank Holidays
+ Reward & Recognition You Count Rewards are individual reward s for going above & beyond
+ Help with transport We offer season ticket loans, an affordable way to purchase season tickets for public transport at discounted rates .
+ Salary Finance You can access savings opportunities and early access to wages
At Great Places we believe the wellbeing of our colleagues is vital to enable them to deliver to great services, all your benefits can be used inside and outside of work.
Great Places Housing Group is committed to safeguarding and promoting the welfare of children, young people and adults and expects all our colleagues to share this commitment.
All successful applicant(s) will be subject to a basic criminal records background check. Further detail on our commitment to safeguarding children/young people & vulnerable adults can be found in the Great Places Housing Group Safeguarding Policy & Recruitment Policy on our website .
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