Property Services Team Leader
3 days ago
London
Our client is a leading housing provider looking for an experienced Property Services Team Leader to manage four Property Administration teams and lead a team of four Property Administrators. This is a hands-on role covering people management, portfolio oversight, complaints, landlord and tenant issues, performance and day-to-day problem solving. You'll also work closely with Maintenance, Compliance, Finance, Legal and local authorities to keep things moving and ensure a high standard of service. Duties Managing the Team\n\n • Oversee workloads, priorities and outstanding actions across four property portfolios.\n, • Allocate work and provide support or cover when needed.\n, • Line manage four Property Administrators, including 1-to-1s, appraisals, attendance and performance.\n, • Coach and develop the team, including training and CPD.\n, • Address performance issues and manage PIPs where required.\n, • Support recruitment and the induction of new team members.\nProblem Solving\n\n, • Be the main point of escalation for complex or sensitive cases.\n, • Take ownership of issues and work with landlords, tenants, contractors and internal teams to find solutions.\n, • Identify recurring problems and improve the way they are handled.\n, • Escalate significant legal, financial or reputational risks to the Group Managing Director.\nPerformance & Reporting\n\n, • Monitor team and departmental KPIs and address issues early.\n, • Chair the weekly Property Services meeting and make sure actions are followed through.\n, • Prepare weekly performance reports for the Group Managing Director.\n, • Attend relevant landlord, tenant, local authority and internal meetings.\nComplaints\n\n, • Oversee complaints across all four teams.\n, • Personally manage Stage 1 formal complaints, including investigations and written responses within 28 days.\n, • Identify service failures and make sure appropriate action is taken.\n, • Escalate higher-risk or Stage 2 complaints when required.\n, • Use complaint trends to identify areas for improvement.\nLandlord, Tenant & Local Authority Relationships\n\n, • Handle escalated landlord and tenant disputes and negotiate fair solutions.\n, • Deal with issues such as damage claims, deposits, rent and maintenance disputes.\n, • Build strong landlord relationships and support retention within the Guaranteed Rent portfolio.\n, • Act as the main escalation point for local authorities.\n, • Oversee anti-social behaviour cases and property inspections where required.\nMaintenance & Cost Recovery\n\n, • Make sure repairs are logged, prioritised and progressed effectively.\n, • Escalate overdue or repeat repairs and track them through to completion.\n, • Support decisions around property damage, liability and recharges.\n, • Ensure landlord approval is obtained for chargeable works and costs are recovered.\n, • Review quotations before they are sent to landlords, ensuring they are accurate, clearly presented and correctly priced.\n, • Deal with landlord queries or challenges relating to quotations and invoices.\nCompliance & Improvement\n\n, • Ensure records are accurate, up to date and audit-ready.\n, • Make sure the team follows company policies, GDPR and property regulations.\n, • Identify and implement improvements to processes, systems and ways of working.\n, • Maintain clear procedures and guidance for the team.\nWhat We're Looking ForEssential\n\n, • Experience managing residential property portfolios and multiple caseloads.\n, • Previous people management experience, including formal performance management and PIPs.\n, • Experience dealing with landlord and tenant disputes and formal complaints.\n, • Experience working with local authorities.\n, • Good knowledge of property maintenance, damage assessment, quotations and cost recovery.\n, • Experience within Guaranteed Rent, private sector leasing or residential lettings.\n, • Knowledge of landlord and tenant law, deposit protection and property regulations.\n, • Strong organisation, problem-solving and decision-making skills.\n, • Excellent communication skills and confidence handling difficult conversations.\n, • High attention to detail and sound judgement.\n, • Comfortable using property management/CRM systems and Microsoft Office.\nAbout You\n\n, • ARLA Propertymark qualification or working towards it.\n, • ILM, CMI or similar management qualification.\n, • Degree in Business Management, Real Estate or a related subject.\n, • Experience in supported or temporary accommodation.\n, • Knowledge of environmental health and local authority enforcement.\nPackage\n\n, • Up to £45,000 DOE \n, • Mon - Fri\n, • Paid birthday leave after one year's service.\n, • 4% employer pension contribution after probation.\n, • Vitality Private Healthcare and EAP after probation.\n, • £500 Employee Referral Scheme for successful permanent referrals.\n, • Supportive and collaborative working environment.\n, • Opportunity to join a reputable organisation committed to delivering high-quality housing services.\n\n Dove & Hawk Property Recruitment acts as an employment agency for permanent recruitment and employment business for the supply of permanent workers. 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