Leasehold Manager

We have a current opportunity for a Leasehold Manager on a contract basis. The position will be based in Surrey. For further information about this position please apply.

As the Leaseholder & Shared Owner Services Manager, you will be responsible for providing customer-focused professional services to Leaseholders and Shared Owners, addressing their inquiries, disputes, and complaints. You will lead the preparation of annual service charge estimates, actual accounts, and Section 20 consultations, as well as overseeing the recovery of service charge arrears. Additionally, you will line manage, support, and develop the Leaseholder & Right to Buy Officer.

Key Responsibilities:

1. Customer Service Excellence:

   • Investigate and respond to inquiries from leaseholders and shared owners promptly and professionally.
   • Address queries, disputes, and complaints related to service charges, Section 20 consultation, lease obligations, right to buy applications, and resales, ensuring a customer-focused approach.

2. Financial Management:

   • Lead the preparation of annual service charge estimates and actual accounts, ensuring accuracy and transparency.
   • Manage Section 20 consultations and prepare final accounts for major works charges efficiently.

3. Debt Recovery:

   • Lead in the recovery of service charge arrears, employing effective strategies while maintaining positive relationships with leaseholders.

4. Team Management and Development:

   • Line manage, support, and develop the Leaseholder & Right to Buy Officer, fostering their professional growth and ensuring high performance standards.

5. Specialist Advice and Service Delivery:

   • Provide customer-focused specialist advice and services, staying updated with legislation, best practices, and policies in the field.
   • Support and guide multi-skilled service delivery teams on less complex cases related to leaseholder and shared owner services.

6. Continuous Improvement:

   • Ensure personal and professional development is maintained to required standards, fostering a culture of continuous improvement within the team.
   • Collaborate with colleagues across the organisation, members, and stakeholders to enhance service delivery.

7. Data Management and Compliance:

   • Access and accurately update all relevant information systems, ensuring compliance with data protection principles.
   • Provide functional guidance to customer service advisors and caseworkers regarding leaseholder and shared owner services.

Qualifications and Experience:

• Knowledge and experience of leaseholder and Right to Buy legislation and practice.
• Familiarity with statutory leaseholder and shared management processes, including dispute resolution and invoicing.
• Experience in leaseholder consultation, particularly Section 20.
• Ability to understand technical property and associated information.
• Proficiency in managing, interpreting, and reviewing leaseholder documentation.
• Strong interpersonal skills for working with residents, leaseholders, and their agents.

This role requires a proactive and customer-focused individual with excellent communication, financial management, and team leadership skills. Experience in leaseholder services and a commitment to continuous improvement are essential for success in this position.

Morgan Hunt is a multi-award-winning recruitment business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to permanent vacancies. Morgan Hunt is an equal opportunities employer. Job suitability is assessed on merit in accordance with the individual's skills, qualifications and abilities to perform the relevant duties required in a particular role.