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- Develop and implement management strategies, ensuring high customer satisfaction.
- Conduct regular estate inspections, manage customer disputes, and address anti-social behaviour.
- Enforce lease conditions and act as the main point of contact for residents.
- Resolve customer queries promptly, liaising with operational teams, local authorities, and external managing agents.
- Work collaboratively with the service charge team to ensure accurate and transparent service charge estimates, block management accounts, and year-end accounts.
- Ensure buildings and building systems comply with statutory obligations and fire safety regulations.
- Develop and implement resident engagement strategies in compliance with regulations.
- Maintain clear and accurate records of all customer interactions.
- Work closely with and challenge colleagues and contractors to ensure high service standards across all managed estates and buildings.
- Build and maintain strong relationships with internal and external stakeholders, representing the organisation at meetings, hearings, and forums.
- Stay up to date with building safety, service charge, and leasehold legislation, supporting management in policy and procedural improvements.
- Previous experience in leasehold property management, estate management, or a similar role.
- Strong knowledge of service charges, building safety, and leasehold legislation.
- Excellent communication skills with the ability to handle customer disputes and engage with stakeholders.
- Ability to manage financial performance, including budgeting and service charge management.
- Proficiency in maintaining compliance with health and safety policies.
- Strong organisational and problem-solving skills.
