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Managing Agent Team Manager
2 months ago
About Us
The Guinness Partnership is one of the leading providers of social housing and care services in England. We build and manage homes and provide housing services to around 140,000 customers nationwide. Of our 70,000 homes more than 70% are let at a social or affordable rent, while around 10,000 are owned or part-owned by the people who live in them.
Our vision is to deliver great service, provide great homes, to be a great business and to be a great place to work. Because everything we do is about our customers, our communities and our people, any profit we make is re-invested in new and existing homes and improving services.
About the role
We currently have an exciting opportunity for a Managing Agent Team Manager to join our team on a permanent basis , based in Brock Street, London NW1 3FG. Hybrid working style is offered for this role.
The successful applicant will lead a team of 3 Managing Agent Officers who deliver a high-quality, regulatory and legally compliant lease management service across a portfolio of homes located on estates owned and managed by third-party landlords and Managing Agents acting on behalf of a Superior Landlord.
The main duties of this role include:
- Receiving and scrutinising service charge demands, accounts, and formal notices from Managing Agents, addressing areas of concern or non-compliance.
- Advising and supporting customers, stakeholder teams, and colleagues with Superior Landlord and Managing Agent issues, and act as a point of escalation when necessary.
- Ensuring that customers receive appropriate information and support to comply with their rights and responsibilities in their leases, in accordance with Guinness's service standards, principles, policies and procedures, and any relevant superior titles (i.e. Head Leases).
- Providing subject-matter expertise across the organisation, including interpretation of leases, legal structures, rights, responsibilities, service charge provisions (including recoverability and any VFM risks), and support cross-functional working.
- Monitoring, managing and reporting on finance and safety compliance on buildings and estates controlled by third parties and ensure any incidents of non-compliance are escalated in accordance with relevant protocols and legal options.
For a full list of key responsibilities please review the attached role profile.
What we're looking for
We're a customer-focussed organisation so we know that how we do things is just as important as what we do. So, it's essential you have great customer service skills and a working knowledge of relevant legislation (guidelines, and associated regulations and procedures.
You'll also be able to demonstrate:
- Ability to read, interpret, apply, and explain complex title (i.e. leasehold) documents, structures and provisions.
- A good understanding of variable service charge provisions and practices.
- Experience of providing high levels of Customer Service and meeting a wide range of customers' expectations.
- Excellent standard of oral and written communication.
- Experience and responsibility of health and safety or other equivalent compliance.
- Highly self-motivated with the ability to plan and work effectively without high levels of supervision.
- Demonstrates the Guinness Behaviours.
- Recruiting, managing and developing staff in a customer service environment
- Experience of Leasehold and affordable housing tenures (i.e. Shared Ownership, Affordable Rent).
- Experience of preparing and managing Section 20 and Section 20b notices.
- Fire risk assessment actions.
Essential Qualifications:
- Educated to Level 2 (C+ or 9-4 GCSE or equivalent) or higher.
- TPI Affiliation
If you're interested in finding out more about the key responsibilities of the role and/or to ensure you meet the essential criteria, please review the attached role profile.
About Us
The Guinness Partnership is one of the leading providers of affordable housing and care services in England. We build and manage homes and provide housing services for around 140,000 customers nationwide. Our vision is to deliver great service, provide great homes, to be a great business and to be a great place to work. Because everything we do is about our customers, our communities and our people, any profit we make is re-invested in new and existing homes and improving services.
The Guinness Partnership is an equal opportunities employer. We are committed to equality of opportunity for all colleagues, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.
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