Senior Leasehold Property Manager

AsSenior Leasehold Property Manager you will lead, manage and motivate a team of Leasehold professionals to deliver a high-quality, customer-centred leasehold resolution service.You will ensure consistent compliance with legislation, drive continuous improvement, and act as a senior point of escalation for complex leasehold matters., Leadership & Team Management

• Lead, develop, and manage a team of Leasehold Managers, setting clear objectives, monitoring performance, and fostering a culture of accountability,collaboration, and continuous improvement.
• Provide coaching and guidance on complex customer issues, legal cases, building safety, and service charge challenges.
Operational Delivery
• Lead and manage the Leasehold Resolution Team, ensuring the effective delivery of a high-quality, customer-focused resolution service across a diverse leasehold portfolio.
• Oversee the management of complex leaseholder enquiries, complaints, disputes and escalated cases, ensuring compliance with statutory requirements, fire safety regulations, organisational policies, and lease obligations.
• Monitor team performance against key service standards, driving improvements in response times, resolution outcomes, customer satisfaction, and complaint reduction.
• Analyse service performance data, customer feedback, complaint trends, and operational risks to identify opportunities for continuous improvement and enhance service delivery.
• Act as the senior escalation point for complex, sensitive, and high-risk leasehold matters, providing expert guidance and support to the team.
• Build and maintain effective relationships with internal departments, managing agents, legal representatives, contractors, and external stakeholders to facilitate successful case resolution.
• Represent the organisation at stakeholder meetings, resident forums, tribunals, hearings, and other external proceedings where required.
• Ensure the team maintains accurate records, robust case management practices, and compliance with governance, regulatory, and audit requirements.
Customer & Stakeholder Engagement
• Ensure high-quality customer service, with timely resolution of queries and complaints, and develop resident engagement strategies in line with regulatory expectations.
• Build and maintain strong relationships with internal teams, managing agents, contractors, local authorities, and key partners.
Compliance, Risk & Continuous Improvement
• Maintain up-to-date knowledge of leasehold legislation and building safety regulations to ensure compliance with health and safety and organisational policies, whilesupporting and driving policy and process improvements through data-led service enhancement initiatives.
  
  GCSE (or equivalent) in Maths and English (Grade A-C)
• Good working knowledge and experience of IT packages/software (Microsoft Office, outlook, Word, Excel, CRM system) to maximise own efficiency and effectiveness
• Has TPI qualification, or other relevant property or housing professional membership or relevant experience.
• Minimum of 1 years' experience of leading and managing a team
• Minimum of 1 years' experience of delivering front line (customer facing) services
• Excellent knowledge of current housing and leasehold legislation
• Excellent written and verbal skills including the ability to present in high pressured environments
• Good working knowledge and experience of IT packages/software (Microsoft Office, outlook, Word, Excel, CRM system) to maximise own efficiency and effectiveness
Desirable:
• Has or is willing to undertake relevant technical/building safety qualification in line with changing legislation
• Experience of adopting a continuous improvement approach and adapting to change
• Full UK driving license
  
  We are a UK housing association committed to a new vision - providing homes people love to live in.With over 38,000 homes in management across London and southern England, we provide a wide range of homes for social, affordable, and private rent, specialist services, as well as homes for sale and shared ownership., At A2Dominion, we value diversity, embrace flexibility, and are a family-friendly employer. Everyone belongs here. Join us and help make a lasting difference in the lives of our customers.
  
  As an employee of A2Dominion, we want you tofeel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life.
We offer a wide range of staff benefits.For this role, these include:
• 25 days' holiday (Plus Bank Holidays)
• Up to 8% contributory pension
• In addition, all permanent and fixed-term employees receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family.