Aatom Recruitment is hiring on behalf of Local Authority for the role of RQ#removed# - Leasehold Services Manager

Job Title: RQ#removed# - Leasehold Services Manager

Contract Duration: 3 Months

Hours per week: 36

Seeking an experienced Leasehold Services Team Manager to provide strong operational leadership across our leasehold service functions. Working in person across the borough’s Housing Service Centres, you will manage a small team and ensure that leasehold services are delivered to a high professional standard, with a strong emphasis on accuracy, timeliness, and customer care.

This role is pivotal in supporting the Council’s statutory responsibilities, financial objectives, and service quality commitments. The ideal candidate will bring both technical leasehold expertise and confident people-management experience.

Key Responsibilities

Leadership & Team Management

Lead, manage, and support the Leasehold Services Team, ensuring high performance and consistent service delivery.

Provide coaching, guidance, and quality oversight to team members handling operational leasehold activities.

Oversee workload distribution, performance monitoring, and adherence to service standards.

Complaints & Enquiries

Manage and quality-assure responses to complex leasehold enquiries.

Oversee complaints handling, Member enquiries, and Ombudsman cases, ensuring responses are professional, timely, and compliant with policy.

Act as a senior escalation point for complex or sensitive cases.

Technical Leasehold Operations

Oversee key operational areas including:

Sublet and short-let management

Leaseback invoice processing

Service charge and major works billing documentation

Enforcement partnership work

Court case preparation

Cross-council collaboration on leasehold matters

Ensure all documentation is accurate, compliant, and supported by clear audit trails.

Financial Responsibilities

Collect service charge and major works income, ensuring income targets are met.

Provide payment advice to leaseholders and manage disputes effectively.

Stakeholder Engagement

Ensure all interactions with residents, external agencies, and internal departments are handled professionally.

Represent the service in cross-departmental work, legal discussions, and external meetings as required.

What This Role Will Achieve

The Leasehold Services Team Manager will play a key role in:

Strengthening the overall quality, accuracy, and compliance of leasehold services.

Ensuring service standards are met across all operational areas.

Improving the customer experience through consistent, timely, and well-informed communication.

Enhancing team capability through effective leadership and development.

Supporting financial sustainability through robust income collection and dispute resolution.

Essential Experience, Qualifications and Skills

Experience

Prior experience working within the leasehold sector (essential).

Previous experience managing a small team (essential).

Experience handling complex leasehold enquiries and statutory processes.

Skills

Strong communication skills, both written and verbal.

Ability to work confidently in person across Council locations.

Strong knowledge of leasehold legislation, billing processes, and customer service requirements.

Confident in using Office 365.

Strong organisational skills with the ability to manage competing priorities.