Head of Property Management, Southern Housing
The role Reporting to the Director of Home Ownership, to provide strong and clear leadership of the Property Management team and:
• Ensure that the teams are managed, motivated, supported and driven to develop and provide excellent customer service second to none in the sector.
• Be expected to work flexibly to meet customer and business needs including evening working and weekends and from different geographic locations as may be needed.
• Have overall operational responsibility for the efficient and effective delivery of the block management service for all homeowners.
• Ensure sure that all critical block management requirements are dealt with in a proper professional matter wherever possible working to the best industry standards.
Based at one of the main offices in either Farringdon, Croydon, Maidstone or Sittingbourne, with the option for working in a hybrid way when appropriate.
What you’ll be doing:
• As needed to lead the block management function for the department setting, reviewing and complying with policies and procedures for the department making sure it meets all relevant legal and regulatory requirements as well as working towards best practice and high levels of customer satisfaction in all areas of the operation.
• Lead on ensuing that leaseholder’s estimated service charge calculations and reconciled service charge accounts are checked and scrutinised as needed to make sure they are as appropriate and accurate as reasonably possible. Drawing out any errors and or omissions and making sure that corrections are made.
• Lead out the consultation of block specific s20 works and services, making sure that SH’s ability to recover costs is protected together with making sure that leaseholders rights are respected and views taken on board as far as possible.
• Lead out the operational drive for excellent new block and estate commissioning feeding into Soft Landing and strategic initiative to make the first occupation of new developments a satisfying and enjoyable experience for new buyer’s and making SH a class leading landlord.
• Assist in the ongoing development and review of policy and procedures to ensure that they comply with relevant legislation and sector best practice, especially in terms of how they impact on the work of the team and department.
• Translate strategic objectives and operational performances measures (including Key Performance Indicators (KPIs) Service Level Agreements (SLAs) and Service Improvement Plans (SIPs)) into workable team plans; manage and monitor the performance of the team against these measures to ensure excellent services are delivered.
• Contribute to setting the department’s budget, and to manage, monitor and analyse expenditure making sure that budgets are not overspent.
• Be responsible for the preparation of monthly, quarterly and annual management information, including performance indicators, and preparing reports for senior staff, all relevant external bodies, Customer Obsession Group (COG), Executive team and Board as required.
• Identify and take appropriate action to manage risks affecting the organisation including financially and to ensure that the organisation receives and provides value for money in the services we provide.
• Effectively deal with enquires and complaints and promote high customer service standards to achieve high satisfaction level for Tenancy Satisfaction Measure (TSM). Learning from complaints to alter working practice as needed.
• Develop and maintain professional relationships and partnerships externally and internally, ensuring the interests of the organisation are safeguarded.
• Ensure up-to-date and accessible records are maintained in all areas to include use of computer systems and databases.
• Champion resident focus and put residents at the heart of all they do.
• Deputise for the Director of Home Ownership as needed and appropriate.
Knowledge, Experience & Skills:
• Degree level qualification or equivalent or ability to operate at that level.
• Member of TPI or RICS or extensive leasehold block management experience including managing blocks in mixed tenure environment.
• Possession of valid driving license and/or the ability effectively and efficiently to visit company offices, customers and properties.
• Experience of legal aspects of leasehold law and regulations, including sections 20 and 20b and practical experience of preparing and representing cases at Tribunal (FTT and upper Tribunal) and court.
• Working knowledge of Landlord and Tenant Acts, Statutory Instruments and Regulations. Good understanding of leasehold block management in the private sector and working with managing agents both directly employed and appointed by superior landlords.
• Excellent understanding of service charge account information, ability to quickly check for accuracy and clearly explain to audiences of varying levels of knowledge and understanding.
• Excellent communication skills, both verbally and written.
• Robust financial management and budgeting skills.
• Passion and commitment to the delivery of customer service excellence.
• Excellent negotiation skills with the ability to influence, persuade and resolve conflict.
• Excellent interpersonal skills and ability to work collaboratively with stakeholders and colleagues.
• Excellent time management and problem-solving skills.
• Ability to work effectively under pressure and to meet deadlines and targets.
• Good working knowledge of MS Office.
• Ability to use Property Management database ideally MRI.
• Able to quickly learn and use new IT and communication systems effectively.
• Evidence of continued professional development LT Directorate: Home Ownership Location.
Desirable:
• Excellent understanding of building technology, repairs and maintenance.
• Good understanding of the residential property market. Leadership/Management Essential Proven line management experience with the ability to inspire and motivate staff and stakeholders.
• Effective communicator, using a range of techniques and tools to convey messages.
• Develops and empowers staff, sets clear objectives and gives feedback to continuously improve.
• Proven decision maker who takes ownership and responsibility for outcomes.
Full job description available on request.
Bamberry Consulting is a specialist recruitment company for the public sector operating since 2012. We are an equal opportunity recruiter and employer and we do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.