Interim Homeownership Services Manager

Interim Homeownership Services Manager Temporary, Covering until Permanent position Filled (Possibility for Temp to Perm) Southwark, London - Covering circa 15000 properties across South London Immediate Start -Full Time, 35 hours Per Week - Hybrid/Flexible working available
Responsible for: 3 Homeownership Officers and 1 Homeownership Administrator
We are seeking an experienced, robust, and customer-focused Homeownership Services Manager to start immediately for a leading Housing Association.
A customer-focused approach is essential as this role aligns with our Corporate Strategy to prioritise customer satisfaction.
Key Responsibilities:
Deliver all aspects of the homeownership service for homeowners across South London.
Lead verification of service charge accounts and manage inquiries related to service charges.
Contribute to the review and development of policies and procedures for leaseholders.
Manage statutory consultation for works under section 20 of the Landlord and Tenant Act 1985.
Represent the organisation confidently in court/first tier tribunal.
Embed a customer-focused culture within the team.
Ensure properties are well-managed, with residents receiving professional and compliant services.
Collaborate with the Income Team to improve rent and service charge collection rates.
Achieve performance targets while managing resources effectively within budget.
Ensure compliance with all relevant legislation and regulations.
Reduce and manage complaints and escalations.
Identify appropriate compensation and recommendations to address resident complaints.
Build strong relationships internally and externally, including with managing agents and developers.
Lead or support resident groups to scrutinise and improve services and performance.
Establish meaningful performance measures to raise team performance against KPIs.
Act as the point of escalation for complex or sensitive issues, troubleshooting appropriately.
Qualifications, Experience, and Skills:
Level 4 or 5 Certificate or Diploma in Housing or a foundation degree from the Chartered Institute of Housing.
Extensive knowledge of public sector leasehold management.
Comprehensive knowledge of the legal context of delivering home ownership and leasehold management services.
Experience in developing and implementing effective leaseholder service strategies.
Significant experience in delivering leasehold management services, including billing and recovery of service charges.
Experience in consultation with stakeholders in challenging service areas.
Experience in a related sector and understanding of the political and sector context for the service.
Proven experience in managing, motivating, and developing staff in a customer service-focused environment.
Ability to interpret leases, legislation, and legal advice effectively and make recommendations to senior management.
If you are interested and meet the above criteria, please send your CV for consideration.
For additional information, call Alex at Service Care Solutions on
01772 208 966
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