Our client is an exceptional registered social landlord, managing over 7,800 homes in London and Hertfordshire. Providing affordable housing in the community as we as related care and support services to the people who live in them. They are now seeking at Home Ownership Manager to work on a permanent basis paying Salary - £39,328 - £44,547 DOE Hybrid / Remote working.

ROLE PURPOSE
To be responsible for delivering a proactive, high quality customer focused and efficient home ownership property management service to home owners, managing all home owner properties and schemes, leading on leasehold issues, maximising income generation through service charges & major works, in compliance with legislative requirements. Working collaboratively with other teams to ensure the delivery of a seamless customer service, providing an exceptional customer experience.

KEY ACTIVITIES:
* Manage and resolve leasehold and estate management issues for leaseholders, shared owners, DIYSO & Rent to Homebuy customers on mixed tenure estates.
* Ensure that all property management services are consistently delivered to an excellent standard, in order to achieve safe and sustainable communities and high levels of customer satisfaction.
* Act as a central point of contact for homeowners on all queries, providing a 'one stop shop' for customers, liaising with internal departments as necessary to ensure that customer enquiries are dealt with efficiently and within service standards and KPI's.
* Contract Managing Third Party Managing Agents, effectively managing and enforcing management agreements ensuring a flawless service is provided for our customers at these schemes.
* Scrutinise managing agent costs & invoices to ensure services being charged for are accurate; raising any challenges/queries in a proactive and timely manner.
* Regular liaison with the Rents & Service Charge Team to review service charge expenditure against the budgets, picking up on variances and ensuring these are communicated to residents.
* Lead on arranging and attending resident liaison meetings to discuss estimated budgets, actual accounts and any other relevant consultation.
* Work closely with internal departments on upcoming procurement of contracts and planned works, ensuring timely and accurate Section 20 consultation is carried out in line with legislative requirements, including preparation of Section 20 Notices and ensuring all observations are dealt with and responded to in accordance with legislative timescales.
* Build and sustain thriving and cohesive neighbourhoods by effectively managing schemes, providing a high quality property management service, including leading on tackling and resolving anti-social behaviour, working jointly with the Neighbourhood Management Team where required.
* To actively engage with the Development Team, ensuring you are involved in the development process from day one, establishing early design/service principles on new schemes and developing robust management plans for these, and that new schemes are operationally sustainable and meet the needs of our customers. Ensure all customer and estate defects are managed in line with
contractually agreed timescales/Defect Liability Period.

Knowledge/Qualifications:
* Qualification in housing related/property management field (desirable).
* 5 GCSE (Grades A-C including English & Maths) or equivalent
qualification and/or relevant experience
* Strong knowledge in leasehold management/landlord legislation.
* Knowledge in housing/tenant legislation.

Experience:
* Significant experience of working within leasehold property management
or a similar property management related field.
* Strong understanding and experience of service charge management.
* Experience of managing new build properties.
* Experience of working with Managing Agents
* Experience of delivering excellent customer services
* Experience of managing antisocial behaviour
* Experience of building and sustaining positive and effective partnerships
* Experience of resident involvement and/or community investment work
* Handling customer enquiries and problem solving within a high pressured
environment.
* Experience of negotiation and mediation to achieve a successful outcome

Technical Skills/Competencies:
* Excellent numeracy skills and able to prepare financial information
accurately.
* Awareness of budgeting principals
* Proactive approach to understanding customers' needs and taking
effective action to deliver excellent services
* Able to deal calmly and effectively with challenging situations and people
* Able to work using own initiative and judgment with minimal guidance.
* Demonstrable results of working across directorates and external
organisations to deliver customer focussed outcomes for customers.
* Excellent written communication skills for effective correspondence, report
writing and statistical work.
* Excellent verbal communication skills including assertiveness, listening,
negotiating and influencing skills.
* Ability to meet deadlines within a high volume, time critical, highly
regulated environment.
* Excellent attention to detail.
* Experience in the use of housing systems (preferably Orchard)
* Experience of identifying, initiating and implementing service
improvements.
* Commercial awareness and approach