Manager

Working on behalf of a Local Authority, Aatom Recruitment has an opportunity for Manager on a 6 month contract with a possibility of an extension.

This position will be a total of 35 hours per week, with hours from 09:00am – 17:00pm.

Job Purpose:

To lead and manage the service charge team to enable the delivery of a high quality, cost effective and customer focused service and in accordance with Waltham Forest’s Strategic Objectives, Budget and Business Plan.

Job Specific Accountabilities:

• Oversee and ensure the statutory consultation process is completed correctly and complaint with the individual leases and the Leasehold and Tenant Act 1985 (as amended)
• Support the operational delivery and performance of the team whilst contributing to the overall effectiveness of our customer service offer/standards and improving customer satisfaction
• Understand what it means to be a great landlord, build and sustain thriving and cohesive estates by working across the wider Home Ownership team to develop capability to manage multi-tenure schemes
• Ensure our specialised Home Ownership Team for Consultations and Billing are managed effectively / efficiently and are accountable to homeowners whilst ensuring their expectations are met and / or exceeded and achieving / exceeding operational performance (KPIs)
• Provide advice and guidance on implementing enforcement and/or prevention so that appropriate action is taken against any breaches of the lease. This will include the instigation proceedings or any other action necessary to remedy breaches including forfeiture.
• Be responsible for ensuring compliance to all legislation, regulation or contractual obligations relevant to Consultations and Billing
• To assist the manager in reviewing and streamlining the processes for all areas related to the team with a strong focus on improving customer satisfaction
• Have a clear focus and set objectives to ensure colleagues are equipped to deliver organisational objectives and meet customer expectations, supported by a robust performance management and people development
• Implement a high-performance culture which has the customer at the heart of service delivery and that you will challenge and hold colleagues to account

Knowledge, Qualifications and Experience:

• Degree or equivalent or vocational qualification in relevant subject or area
• Evidence of Continuous Professional Development
• Substantial in-depth knowledge and understanding of leasehold legislation and practices in relation to the calculation, consultation and billing of service charges and major works including section 18 to section 20 of the Landlord and Tenant Act 1985 (as amended).
• Experience of managing specialised home ownership / leasehold teams that operate to customer focussed solutions and are accountable to the overall aim of improving customer satisfaction
• Experience of performance-based management in a customer focused service organisation including the ability to set and meet targets.
• Demonstrate influence and negotiation skills with peers and senior managers to win their support to enable the delivery of effective leasehold management services.
• Being open to ideas on how to improve the service area, taking measured risks to try new ideas
• Able to identify issues and develop future operational plans
• Ability to prioritise workloads, working to tight strict deadlines in a pressurised environment, whilst always paying excellent attention to detail and keeping accurate records.
• Excellent written communication skills including grammar, spelling, punctuation, for effective correspondence with customers, report writing and statistical work.
• Excellent verbal communication skills including assertiveness, listening, negotiating and influencing skills, at all levels – including face to face, telephone, presentation skills.
• Ability to interpret complex information, and relay in a ‘plain English’ manner.
• Good IT Skills, including Microsoft Office and specifically Microsoft Excel & Word. Ability to utilise IT systems effectively and efficiently, and willingness to progress electronic databases and use IT to improve performance.
• Awareness of the importance of maintaining confidentiality of customer data.
• Have a flexible working approach to working hours, including working occasional evenings, weekends and providing flexible cover to other members of the team.
• Good understanding of Equality and Diversity issues.

To get more information about this role and how to apply please contact Archana.