Operations Manager (Property / Lease Management)

Operations Manager (Property / Lease Management)

Salary GBP52,000

Location Didsbury, Manchester

Permanent, Full Time

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 focussed 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, 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, co-ordinating 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 it s responsibilities and best practice 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 and 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 motivation a team

Experience of driving quality and compliance in a customer focussed 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 the dealing with Resident Management Companies

Experience of managing scheme budgets

Willingness to share learning with peers, guide, train and to 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

Effective problem solver

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 GBP1250 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 reward s 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 to 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 .