Leasehold Manager

Salary: £58,968 to £65,520 per annum

Location: Bruce Kenrick House, Kings Cross, London, N1 9FL

Contract: Permanent

Working Pattern: Full Time, 35 hours per week

Are you passionate about leading and empowering a team of property management professionals? 

Do you have excellent communication skills and are able to build positive relationships with different departments across the organisation?

Knowledgeable enough to take responsibility for both leasehold property management, and the letting/management of high-quality London Living Rent homes?

If so, we would love to hear from you.

It's an exciting time to join us as we undertake a major transformation programme, consolidating our operational businesses over the next 12 months to refocus on what is most important to us; our residents. This programme will create new opportunities to hear from our residents, evolve our service and build on the great work already taking place by our colleagues. We are one of London's leading housing associations and we would love for you to join us on our journey of self-improvement.

Our leasehold team manages over 17,000 properties and is an award-winning service that is passionate about creating places for residents to love where they live. Our London Living Rent(LLR) portfolio is much smaller in number but has a big impact, providing opportunities for hundreds of Londoners to save a deposit to help them onto the property ladder.

We're looking for an intelligent and adaptable people manager with great leadership, relationship building and problem-solving skills. Whilst some line-management experience would be useful, your range of skills are more important than your depth of experience.

In this role you will manage a team of Property Management Officers (PMOs) who in turn manage a portfolio of properties. You will need to motivate them to perform, recognise their strengths and support them to develop where needed.

Your team will be working across two key areas: Leasehold New Build and London Living Rent(LLR). The first are new developments that your team are involved in long before occupation. You will oversee the successfully set-up and subsequent management of those new estates to ensure that they are desirable places that offer value to residents.

You will also be responsible for overseeing two PMOs dedicated to our LLR homes. LLR is an intermediate rental product, offering residents the opportunity to build savings to help them get onto the property ladder. Your ability to adapt to change, get to grips with detail at pace, and innovate to drive lettings performance is what will help you succeed here.

This combination of Leasehold and LLR property management isn't typical, but you aren't joining a typical team. We strive to put the customer first, to deliver an exceptional new homes experience and to consistently meet our targets. We want to be the best! If you think you can help us achieve that, then read on…

The role will be based at our Kings Cross office with NHG's hybrid working principles in place. You will typically spend 2 days a week with your team in the office, and you'll want to get out with them regularly to visit their sites and meting residents too! There is therefore an expectation that you will regularly travel across London to spend time out in the communities you are serving.

Role Responsibilities

This role is unique within NHG because it combines the responsibilities of our traditional leasehold management function with the marketing, letting and day to day management of our small portfolio of LLR homes. Initially, most of the developments managed in your team will be less than three years old, and all will be located within London. You are tasked with ensuring both customer and estate are well looked after.

First and foremost, you will be a highly effective people manager, responsible for leading and coaching a team of Property Management Officers to provide an effective, compliant and customer focused property management service.

You will deliver strong performance within your team, ensuring that your people adopt a customer-centred approach which requires high quality communication to residents and effective stakeholder management to deliver results. Your staff will be the single point of contact for residents, taking direct responsibility for all aspects of the customer experience including income collection, repairs & defects, service charges, estate services and general customer enquiries.

You will agree key performance indicators (KPIs) for your team and will be expected to work with your people to ensure they consistently meet or exceed these. Your KPIs will be outcome-focussed ensuring that your team provide a service which is both compliant and meets the expectations of your customers. You will provide structured support to your staff, identifying opportunities to develop them, spotting development areas early so you can help them improve and escalating for them if the situation requires it.

As the NHG lead for LLR, your role will be high profile and the expectation on letting/re-letting times will be high. You will be expected to let these homes quickly without cutting corners. This is a great housing product for Londoners, and you will be part of a small and privileged group of people across the capital tasked with delivering it.

In your first two months, you will need to integrate yourself into the department and earn the trust and respect of your team. You will be surrounded by colleagues with complementary skillsets, and you'll use their knowledge to develop your own. You will be able to fluently navigation NHG systems, processes, and procedures.

Within four months we'll expect you and your team to be a fully established and performing at a consistently high level. Your technical knowledge will be developing well and your network around the business will be expanding substantially.

By six months you will be a recognised leader at NHG with a positive profile and the ability to influence and negotiate effectively. Your team will be largely self-sufficient and will be delivering a good customer experience first time, every time. If you don't already hold a professional qualification, the expectation is that you will start to work towards a funded membership of the Institute of residential Property Management (IRPM).

The Ideal Candidate

This role is eligible for sponsorship under the Skilled Worker visa route (SOC Code 1251)

You will need excellent communication and stakeholder engagement skills and be able to recognise the different roles and responsibilities at play. You will be detail oriented, willing to challenge the status-quo and be dedicated to your work.

You will be managing a team that has a range of experience and you will need to be able to adapt to their level of knowledge and understanding. Driving team cohesion is essential and creating an environment to allow self-serving is an expected element of this role.

You will be part of an established and strong management team and will be expected to play a key part in driving the long-term success of the Department. You will work closely with other internal departments and be expected to work collaboratively across the whole organisation to both represent Home Ownership and support wider business aims.

Whether you're managing key stakeholder relationships, agreeing management strategies, motivating your team to reach objectives and performance indicators or leading your team through change, your tenacity will be vital to our business' success. This role is crucial to our long-term vision of providing a compliant, professional and customer focused property management and leasehold service.

Driven and commercially astute, you'll have experience of people management and ideally a background in Leasehold or lettings. However, we care most about what you can bring to the table, so this isn't essential. You will have developed and honed your people management skills through leading and motivating a team, either directly or indirectly.

Overall, you will be outcome orientated, a good problem solver and customer focused, while being a good motivator who can inspire positive performance in others. Your professionalism makes you stand out, your big personality helps you fit in, and you make things happen.

Benefits

In return we offer:

• Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
• Generous pension scheme
• Enhanced maternity, paternity and adoption pay - we offer enhanced maternity and adoption pay in addition to statutory entitlements (qualifying period may apply)
• Employee assistance - free confidential advice and counselling services provided by independent specialist organisations
• Health cash plan
• Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance and much more
• Interest free loans: season ticket loan, tenancy deposit loan and training loan
• Cycle to work scheme 

How to apply

• Applications close at 23:59 on Thursday 30 March 2023.
• Shortlisting will be completed week commencing Monday 03 April 2023
• Interview & assessment is scheduled to take place on the 13th or 14th April in Kings Cross

Please apply for this role with us online. Please contact Tom Bullock at Retinue Solutions with any questions or if you would like to discuss the role. Tom.bullock@retinue-solutions.com