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You will be leading, motivating and developing a team of Property Managers and Graduate Property Manager’s on operational issues around property and lease management. You will be responsible for the day-to-day service delivery to leaseholders, shared owners and tenants within the Plumlife Management team. Ensuring that your team provides the best possible service to meet the needs and expectations of both existing and prospective customers, driving forward the Group’s continuous improvement agenda.
Who we are looking for:
* To lead a team of Property Managers to provide a high-quality customer-focused lease, block and estate management service.
* To lead the team in maintaining effective operational working partnerships with other Great Places departments including Sales, Finance, Development, and Compliance to ensure effective services.
* To ensure effective performance monitoring within an action planning framework, ensuring the team meets its internal and external targets.
* Play an active role in contributing towards the Group’s continuous improvement agenda, contributing to business development and winning new work.
* To provide robust line management of the Property Managers and Graduate Property Manager’s and have accountability for the delivery of high-quality services to the properties within their management portfolio.
* To be responsible for planning, coordinating and redeploying resources and workload appropriately across the team to meet service and business demands.
* Ensure all services to customers are effectively procured, quality is managed, and they deliver value for money.
* Through effective collaborative working ensure proactive and reactive works are delivered to an exceptionally high standard and within agreed service level agreements.
* Support team members to project manage more complex specialist work on their portfolios.
* Ensure that resident involvement, communication, consultation, and participation is a core activity of the team and central to the development and delivery of services.
* To act as an ambassador for Plumlife and Great Places in any external forums or meetings.
* Ensure effective client management across the team.
* Provide expertise in relation to relevant legislation and best practice around leasehold, low-cost home ownership, and complex housing management issues.
* Ensure Plumlife complies with all of its responsibilities and best practices as a landlord or managing agent in the management of all sites, including for any external accreditations the business may hold, with particular reference to health and safety and building safety requirements.
* Ensure scheme accounts and service charge budgets are prepared, audited, and distributed within required timeframes as dictated by legislation and good practice, and budget control/monitoring takes place during the financial year.
* Support the Customer Feedback Team in the escalation of complaints from customers, clients, or suppliers and ensure any improvements identified are implemented.
* Provide robust management of the team to ensure excellent performance against objectives through a high support/high challenge culture.
* Analyse performance data and compile reports and recommendations to be considered by the Senior Leadership Team.
* Use data and evidence for decision-making across the team.
* To work in line with our risk management framework.
* To adhere to guidelines and workflows as required.
* Support potential opportunities for business growth.
* Contribute towards the Group’s continuous improvement agenda as required.
* To work flexibly, working unsociable hours, weekends, and bank holidays as required in order to maintain good customer service and ensure business continuity including taking part in on-call rotas.
What we need from you:
* A commitment to understand the challenges and opportunities that exist in the communities in which we work. We particularly value lived experience in social housing.
* A passion to advocate on behalf of people and communities.
* Respecting professional boundaries and conducting yourself in a professional manner at all times.
* To be professional and work with integrity, inclusivity, and respect for diversity.
* Relevant professional qualification such as Institute of Residential Property Managers (IRPM) or working towards.
* Minimum 2 years’ experience in a leasehold/low-cost home ownership/block management background.
* Experience of managing and motivating a team.
* Experience of driving quality and compliance in a customer-focused service, to a high standard across a large organisation.
* Experience of managing contracts.
* Experience of delivering inline with policy and procedures.
* Practical experience of resident involvement.
* Experience of dealing with Resident Management Companies.
* Experience of managing scheme budgets.
* Willingness to share learning with peers, guide, train, and coach others.
* Great people skills and a track record in change management.
* Good commercial awareness and insight.
* An ability to work in uncertainty.
* Self-reliant and resilient.
* Professional and value-led with integrity, inclusivity, and respect for diversity.
* A sound understanding of all aspects of housing management including landlord and tenant law, tenancy enforcement, and current housing issues and the ability to apply this to practical day-to-day operations.
* Confident communication skills (written, verbal, and at all levels).
* Commitment to work in partnership with others for the benefit of Great Places both external and cross-departmental.
* Ability to travel between sites and to meet external commitments.
* To work flexibly, working unsociable hours, weekends, and bank holidays as required in order to maintain good customer service and ensure business continuity including taking part in on-call rotas.
* Able to have difficult conversations.
* Acute customer focus.
What we give you in return for your hard work and commitment:
* Pension: DC Scheme (up to 10% contribution from both colleague and Great Places).
* WPA: Healthcare auto enrolled at no contribution level with £1250 of savings available - option to increase & add on family members.
* The Market Place: High street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans, and much more.
* Annual Leave: Start at 26 days annual leave, increasing up to 30 days within 5 years + Bank Holidays.
* Reward & Recognition: You Count Rewards are individual rewards for going ‘above & beyond’.
* Help with transport: We offer season ticket loans, an affordable way to purchase season tickets for public transport at discounted rates.
* Salary Finance: You can access savings opportunities and early access to wages.
At Great Places we believe the wellbeing of our colleagues is vital to enable them to deliver great services, all your benefits can be used inside and outside of work.
“Great Places Housing Group is committed to safeguarding and promoting the welfare of children, young people, and adults and expects all our colleagues to share this commitment.
All successful applicant(s) will be subject to a basic criminal records background check. Further detail on our commitment to safeguarding children/young people & vulnerable adults can be found in the Great Places Housing Group Safeguarding Policy & Recruitment Policy on our website.”
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