We are looking for a Leasehold Manager who has a local authority background to join this organisation.
1.To create policies and processes for how services will be provided to shared ownership residents.
2.To establish information on the website and customer portal (Engage) and other digital platforms for shared ownership residents.
3.To lead on taking handover of new shared ownership homes into management from the developer or Sales team.
4.To ensure the service charge and management information is correct and in place for all shared ownership homes, from management companies.
5.To arrange services and apportion charges and set service charge budgets for new homes on shared ownership only sites.
6.To liaise with the organisation's Sales Team, to plan and manage the handover of shared ownership homes when the sale completes from the resident.
7.To seek and use resident feedback to understand the customer experience and identify service improvements.
8.To identify innovation to continuously improve our service offer and ensure our digital platform evolves and mirrors how people transact with service providers in other areas of their life.
9.To liaise with internal colleagues and external stakeholders on behalf of residents, to ensure financial and service information is accurate, clear and up-to-date.
10.To provide advice and guidance to colleagues about leasehold legislation and requirements.
11.To meet the key performance targets, ensuring income collection, customer satisfaction and other key areas are performing on or above target.
12.To create policies and processes based on best practice for lease matters including stair casing, lease extensions, improvement requests and other enquiries.
13.To manage or monitor key risks associated with the shared ownership services, agreed with the Housing Services Director.
14.Represent the organisation externally, at regional Home-buy meetings, with local authorities and for example at Tribunal where required.
1.You will be passionate about providing respectful, empathetic customer services applying your experience working in customer-facing or focused roles.
2.You will have great resilience, including the ability to manage conflicting and changing priorities as well as juggling a demanding workload.
3.You will have the highest personal standards, caring about your reputation and brand, as well as the organisation's and demonstrating consistently your accountability.
4.You will be naturally curious and thrive on problem solving and identifying innovative ways to provide great solutions.
5.You will have excellent attention to detail and advanced analytical skills. This will enable you to apply your knowledge of shared ownership and leasehold services, and resolve complex, detailed issues when they occur.
6.You will be self-driven and performance focused, motivated on setting and achieving ambitious targets for you and the service.
7.You will have exceptional interpersonal skills, enabling you to build and maintain relationships with residents, peers and other partners.
If you are interested in this role please apply OR send your CV directly to Nicoletta Chrysanthou at
Badenoch & Clark is acting as an Employment Agency in relation to this vacancy. Badenoch & Clark is an Equal Opportunity Employer and a registered Disability Symbol User.
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