Head of Tenancy and Leasehold Management

**Head of Tenancy and Leasehold Management**
We are One Housing and we create places for people to call home and support them to live well. With a breadth of services and expertise to help people whatever their housing, care, or support needs.

The One Housing Customer Operations teams are friendly, knowledgeable and we love what we do. We are proud of our expertise and passionate about the high-quality, service we deliver to all of our customers.

We offer our colleagues a friendly, collaborative workplace and the chance to build a rewarding career with a not-for-profit organisation that is proud to make a genuine difference to people’s lives, each and every day.

**Join our Customer Operations team as a Head of Tenancy and Leasehold Management**

Our Customer Operations teams play a central role in achieving our vision. Our teams include our Customer Contact Centre and specialist teams like income collection, rent and service charges and resident management. Often acting as a first-point of contact for our customers we prize our accountability, empathy and a genuine self-desire to be helpful and informative.

We’re an organisation with strong values. We keep our promises; we do a great job; we value diversity; we work together; and we look for ways to improve. These are what make us such a great team, working together as one to achieve our vision.

**Closing date**: 23rd August
**Potential interview date**: 31st August

**The role**
We have a fantastic opportunity for someone to join us in the position of Head of Tenancy and Leasehold Management in Camden, London.

**Salary**: £60,000 - £68,000
**Location**: Hybrid, 3 days in the Camden Office and 2 days at home.

Your responsibilities will include:

- Responsibility for the delivery and management of the Tenancy and Leasehold service delivered by Senior Tenancy and Leasehold Managers and a team of Tenancy and Leasehold Managers.
- Provide a high level of customer service and effective management of the resident management functions across the leaseholder, shared owner and tenancy portfolio.
- Develop and implement Service Improvement Plans, linked to the customer pledges developed by the team.
- Lead on, or provide input into the Resident Panels, or similar customer groups.
- Lead on the delivery of the #neighbourhood natters project (neighbourhood plans), localised services delivered by patch-based. tenancy and leasehold managers, developing relationships with key stakeholders and delivering improved outcomes for customers.
- Ensure all statutory, regulatory, compliance and risk requirements are met across the service, including Fire Risk Assessments and any other compliance checks.
- Lead on cross organisational working, particularly in relation to management of empty Homes, Decants and Major incidences.
- Work in collaboration with the Customer Service Centre to help create a “single point of entry” delivering “first call resolution”, by providing guides, training, reviewing processes and ongoing support.
- Manage resources to ensure KPI’s are delivered each month, particularly in relation to tenancy audits, succession management, CRM case management and tenancy conversions.

**What you will need to succeed**
- Experience and in-depth knowledge of homeownership and leasehold management, tenancy management, and property management.
- Demonstrable experience of the wider services delivered by Housing Associations and the impact on residents.
- High levels of literacy for responding to complaints, stage 1, stage 2 and the Housing Ombudsman
- Management experience of staff and/or teams of 10 or over to achieve high performance targets.
- Wider understanding and insight into customer and property management functions.
- Very good IT skills to optimise work, communications and working in an agile way.
- Proven ability to build effective links with stakeholders both internal and external.
- Commitment to delivering exemplary customer service.
- Ability to demonstrate resilience and ability to prioritise.
- Budget management
- Hold a relevant professional qualification and/or membership of a professional body (e.g. RICS, ILM, ICS, CiHa)
- Educated to 'A' level/Degree standard or equivalent.

**The offer**
- **Salary**:£60,000 - £68,000
- **Your holidays are important to us.** Take up to 28 days annual leave plus bank holidays.
- **Lean travel.** Spread the cost of your commute with a season ticket loans and our Cycle2Work scheme, open to all colleagues
- **Looking forward to your big bucket list trip?** You can buy or sell up to five days annual leave each year.
- **Get paid to do good.** We offer you two days off on full pay each year to volunteer in our communities.
- **Well done** With our colleague recognition programme, you will know when you’ve done a #greatjob
- **Learning never stops.** One Academy, our innovative, in-house learning and development offering is designed to help you take your career to the next level.
- **We’re he