Property Services Team Leader

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

• Oversee workloads, priorities and outstanding actions across four property portfolios.
• Allocate work and provide support or cover when needed.
• Line manage four Property Administrators, including 1-to-1s, appraisals, attendance and performance.
• Coach and develop the team, including training and CPD.
• Address performance issues and manage PIPs where required.
• Support recruitment and the induction of new team members.

Problem Solving

• Be the main point of escalation for complex or sensitive cases.
• Take ownership of issues and work with landlords, tenants, contractors and internal teams to find solutions.
• Identify recurring problems and improve the way they are handled.
• Escalate significant legal, financial or reputational risks to the Group Managing Director.

Performance & Reporting

• Monitor team and departmental KPIs and address issues early.
• Chair the weekly Property Services meeting and make sure actions are followed through.
• Prepare weekly performance reports for the Group Managing Director.
• Attend relevant landlord, tenant, local authority and internal meetings.

Complaints

• Oversee complaints across all four teams.
• Personally manage Stage 1 formal complaints, including investigations and written responses within 28 days.
• Identify service failures and make sure appropriate action is taken.
• Escalate higher-risk or Stage 2 complaints when required.
• Use complaint trends to identify areas for improvement.

Landlord, Tenant & Local Authority Relationships

• Handle escalated landlord and tenant disputes and negotiate fair solutions.
• Deal with issues such as damage claims, deposits, rent and maintenance disputes.
• Build strong landlord relationships and support retention within the Guaranteed Rent portfolio.
• Act as the main escalation point for local authorities.
• Oversee anti-social behaviour cases and property inspections where required.

Maintenance & Cost Recovery

• Make sure repairs are logged, prioritised and progressed effectively.
• Escalate overdue or repeat repairs and track them through to completion.
• Support decisions around property damage, liability and recharges.
• Ensure landlord approval is obtained for chargeable works and costs are recovered.
• Review quotations before they are sent to landlords, ensuring they are accurate, clearly presented and correctly priced.
• Deal with landlord queries or challenges relating to quotations and invoices.

Compliance & Improvement

• Ensure records are accurate, up to date and audit-ready.
• Make sure the team follows company policies, GDPR and property regulations.
• Identify and implement improvements to processes, systems and ways of working.
• Maintain clear procedures and guidance for the team.

What We’re Looking For

Essential

• Experience managing residential property portfolios and multiple caseloads.
• Previous people management experience, including formal performance management and PIPs.
• Experience dealing with landlord and tenant disputes and formal complaints.
• Experience working with local authorities.
• Good knowledge of property maintenance, damage assessment, quotations and cost recovery.
• Experience within Guaranteed Rent, private sector leasing or residential lettings.
• Knowledge of landlord and tenant law, deposit protection and property regulations.
• Strong organisation, problem-solving and decision-making skills.
• Excellent communication skills and confidence handling difficult conversations.
• High attention to detail and sound judgement.
• Comfortable using property management/CRM systems and Microsoft Office.

About You

• ARLA Propertymark qualification or working towards it.
• ILM, CMI or similar management qualification.
• Degree in Business Management, Real Estate or a related subject.
• Experience in supported or temporary accommodation.
• Knowledge of environmental health and local authority enforcement.

Package

• Up to £45,000 DOE
• Mon – Fri
• Paid birthday leave after one year’s service.
• 4% employer pension contribution after probation.
• Vitality Private Healthcare and EAP after probation.
• £500 Employee Referral Scheme for successful permanent referrals.
• Supportive and collaborative working environment.
• Opportunity to join a reputable organisation committed to delivering high-quality housing services.

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