Senior Tenancy and Leasehold Manager

Senior Tenancy and Leasehold Manager
We are One Housing and we create places for people to call home and support them to live well. With a breadth of services and expertise to help people whatever their housing, care, or support needs.
The One Housing Customer Operations teams are friendly, knowledgeable and we love what we do. We are proud of our expertise and passionate about the high-quality, service we deliver to all of our customers.
We offer our colleagues a friendly, collaborative workplace and the chance to build a rewarding career with a not-for profit organisation that is proud to make a genuine difference to people’s lives, each and every day.
Join our Customer Operations team as a Senior Tenancy and Leasehold Manager
Our Customer Operations teams play a central role in achieving our vision. Our teams include our Customer Contact Centre and specialist teams like income collection, rent and service charges and resident management. Often acting as a first-point of contact for our customers we prize our accountability, empathy and a genuine self-desire to be helpful and informative.
We’re an organisation with strong values. We keep our promises; we do a great job; we value diversity; we work together; and we look for ways to improve. These are what make us such a great team, working together as one to achieve our vision.
The role
We have a fantastic opportunity for someone to join us in the position of Senior Tenancy and Leasehold Manager.
Location: Hybrid working, 3 days in our Camden office and 2 days at home
Salary: £45,000 per annum
Your responsibilities will include:

• Managing 5 patch based Housing officers in the Resident Management team, providing strong leadership to the team, performance managing your team and supporting them to organise and approach their workload with a customer focused approach whilst meeting company targets and priorities
• Being responsible for dealing with any queries from residents on a particular neighbourhood area from all leaseholders, shared owners and social tenants that are too complex to handle in the Customer Service Centre.
• Assessing and resolving a wide range of complex enquiries in accordance with established processes, procedures and policies with the objective of providing an outstanding customer experience. This includes, but is not limited to permissions, successions, licences, subletting, assignments, tenancy visits, tenancy checks.
• Be responsible for delivering, with colleagues, the neighbourhood action plans, ensuring resources are allocated to manage demand. 
• To be continually focused and engaged in driving service improvement
• Carrying out any home visits, site visits or office appointments to meet residents as required by any policy or process or agreed by the manager.
• Be a visible presence on the neighbourhood patch working alongside colleagues from Property Management too.

What you will need to succeed
We are looking for someone who believes in working together as part of a team, who shares our values and who is positive and friendly.
The successful candidate will have:

A strong background in the social housing sector and resident management

Experience of successfully managing and supporting the day-to-day operations of your team

Proven experience in improving service delivery.

High level knowledge of statutory, legal and contractual framework around tenancy, homeowner and shared owners’ management.

Experience of resolving residents’ queries for either homeowners or tenants or both

Proven experience dealing with complex queries and challenging individuals in a constructive and effective way.

Experience working within tight statutory constraints in a high-pressure environment.

Ability to build excellent relationships across the business with all relevant stakeholders.

An excellent standard of numeracy and literacy.Excellent customer car...