We are seeking a proactive and motivated Homeownership Team Leader to oversee the day‑to‑day delivery of homeownership services across leasehold, shared ownership, and commercial property portfolios. This role is perfect for someone who combines strong technical knowledge with excellent people leadership skills and a passion for delivering outstanding customer experiences.
Working as part of a forward‑thinking housing provider with a strong social purpose, you will lead a team of advisors to ensure services are delivered accurately, compliantly, and in line with agreed standards. You will act as a key escalation point for complex cases, contribute to service quality, and support continuous improvement across homeownership functions.
Key Responsibilities
- Act as the first point of escalation for complex or high‑risk cases, leasehold disputes, and Stage 1 complaints, ensuring early and effective resolution.
- Oversee the preparation, accuracy, and timely issue of service charge estimates, reconciliations, and rent uplifts.
- Monitor rent and service charge arrears, ensuring early intervention, proportionate recovery action, and customer‑focused outcomes.
- Ensure strong compliance with leases, statutory and regulatory requirements, and internal policy.
- Maintain accurate, audit‑ready records and uphold high standards of data quality.
- Provide day‑to‑day supervision, coaching, and operational oversight to advisors to ensure consistent service delivery.
- Escalate high‑risk, sensitive, or policy‑driven matters to senior management as appropriate.
What You'll Bring
We are looking for someone with:
- Strong working knowledge of leasehold and shared ownership management, including processes such as staircasing, lease extensions, and Right to Buy / Right to Acquire.
- Understanding of Section 20 consultation requirements and effective approaches to leaseholder engagement.
- Experience supervising staff or acting as a senior technical lead within housing, homeownership, or property management services.
- Knowledge of the Housing Ombudsman Complaint Handling Code and its practical application.
- Excellent attention to detail, organisational capability, and the confidence to make informed decisions.
- A commitment to continuous improvement, customer care, and collaborative working.
- DBS clearance (required for this role).
