Lettings Manager - Manchester Permanent Who we are MCR Property Group is a leading independent real estate investment and development company with a strong UK presence, operating from offices in London, Manchester, Birmingham, and Glasgow. The business focuses on the delivery of new residential and industrial developments alongside the active management of a diverse and growing portfolio, which currently includes approximately 5,000 residential plots and commercial and industrial assets in excess of £2 billion. Who we are looking for As part of continued growth, MCR is seeking a Lettings Manager to join its Manchester office. This is an excellent opportunity to join a fast-paced and thriving business that offers genuine scope for progression and development. The successful candidate will play a key role in supporting MCR's mission to create long-term value across its residential portfolio while delivering a high-quality service to occupiers and stakeholders. The Lettings Manager will be responsible for implementing a strategic lettings plan across Manchester, including properties within the Airport, ensuring the timely and effective letting of all vacant units. This will include developing and maintaining strong working relationships with external letting agents, overseeing apartment lettings activity, and producing regular performance analysis to support commercial decision-making. The role will also involve close involvement in block management activity, ensuring compliance standards are met and occupier issues are handled promptly and professionally. Operational responsibilities will include the management of rent collection and credit control processes, liaison with the accounts team regarding payments and receipts, and the creation of purchase orders, cheque requests, and credit notes. The role will oversee the logging and coordination of maintenance issues, arranging repairs and services through both in-house and third-party contractors, while ensuring properties are well maintained and costs remain tightly controlled. Responsibility for administration, filing, health and safety compliance, and aftersales interaction also forms a key part of the role. The successful candidate will bring a minimum of two years' experience within lettings management, with a proven ability to develop and grow an existing lettings function. They will demonstrate a strong understanding of property maintenance, contractor management, and service charge structures, alongside the ability to deal confidently with ad hoc issues and unforeseen operational challenges. The role requires an individual who can work independently with minimal supervision, while also collaborating effectively with the wider property management division to ensure seamless service delivery. Applicants must be willing to travel across the UK as required and will ideally hold IRPM qualification or be working towards it. A proactive mindset, strong organisational skills, and a commitment to maintaining high operational and customer service standards are essential for success in this role. JBRP1_UKTJ
Mar 02, 2026
Full time
Lettings Manager - Manchester Permanent Who we are MCR Property Group is a leading independent real estate investment and development company with a strong UK presence, operating from offices in London, Manchester, Birmingham, and Glasgow. The business focuses on the delivery of new residential and industrial developments alongside the active management of a diverse and growing portfolio, which currently includes approximately 5,000 residential plots and commercial and industrial assets in excess of £2 billion. Who we are looking for As part of continued growth, MCR is seeking a Lettings Manager to join its Manchester office. This is an excellent opportunity to join a fast-paced and thriving business that offers genuine scope for progression and development. The successful candidate will play a key role in supporting MCR's mission to create long-term value across its residential portfolio while delivering a high-quality service to occupiers and stakeholders. The Lettings Manager will be responsible for implementing a strategic lettings plan across Manchester, including properties within the Airport, ensuring the timely and effective letting of all vacant units. This will include developing and maintaining strong working relationships with external letting agents, overseeing apartment lettings activity, and producing regular performance analysis to support commercial decision-making. The role will also involve close involvement in block management activity, ensuring compliance standards are met and occupier issues are handled promptly and professionally. Operational responsibilities will include the management of rent collection and credit control processes, liaison with the accounts team regarding payments and receipts, and the creation of purchase orders, cheque requests, and credit notes. The role will oversee the logging and coordination of maintenance issues, arranging repairs and services through both in-house and third-party contractors, while ensuring properties are well maintained and costs remain tightly controlled. Responsibility for administration, filing, health and safety compliance, and aftersales interaction also forms a key part of the role. The successful candidate will bring a minimum of two years' experience within lettings management, with a proven ability to develop and grow an existing lettings function. They will demonstrate a strong understanding of property maintenance, contractor management, and service charge structures, alongside the ability to deal confidently with ad hoc issues and unforeseen operational challenges. The role requires an individual who can work independently with minimal supervision, while also collaborating effectively with the wider property management division to ensure seamless service delivery. Applicants must be willing to travel across the UK as required and will ideally hold IRPM qualification or be working towards it. A proactive mindset, strong organisational skills, and a commitment to maintaining high operational and customer service standards are essential for success in this role. JBRP1_UKTJ
Estate Manager - Retail We are looking to recruit an Estates Manager to manage the Group's UK property portfolio (Circa 150 stores and 70 Residential units nationally). This will include leading on landlord and tenant, day to day estates, transactions, rating, property lease management and negotiations. You will be working with the Head of Property to develop a mid to long-term strategy for the business and be responsible for leading and negotiating Transactions (acquisitions and dispositions), Lease Renewals and Rent Reviews on an ongoing basis. You will also be expected to undertake an allocated amount of L&T jobs directly (only outsourcing to consultants where necessary). This role is responsible for managing Business Rates Liability for the company and working with other members of the team and external consultants, to lead negotiations on Dilapidation disputes. You will provide forecasting around costs associated with the estate and maximise opportunities for currently under-utilised space within the portfolio. You will work with and manage a Property Co-ordinator. Key Accountabilities & Responsibilities Managing Day to Day Property related Issues Manage Day to Day Landlord relationships Liaise with other Departments including Legal, Operations, Finance to ensure smooth running of Department Liaise with Maintenance Team to ensure that Building and Property Repairs are dealt with quickly, efficiently and Cost effective Liaise with professional teams, including solicitors, agents, and planning consultants whilst working with the wider property team Prepare and deliver reports for senior management including recommendations, detailed feasibility studies and strong financials Highlighting procedures and processes and providing solutions for the company to save costs and make long term profit. Manage the Commercial & Residential lettings About You You will have at least 5 year's general property experience, preferably within a retail and/or multi-site environment and be RICS Qualified. knowledge and experience of convenience retail sector Experienced at negotiating as a tenant to secure the best renewals of leases. Experienced at negotiating with tenants to secure the best returns on investment Excellent Project Management skills Previous experience of franchise operations would be a bonus. Experience of property acquisitions and estates management Contacts and standing in the Property sector Good commercial acumen and experience of financial responsibilities Extensive retail experience gained either at a client-side end user, retail developer or agency
Mar 02, 2026
Full time
Estate Manager - Retail We are looking to recruit an Estates Manager to manage the Group's UK property portfolio (Circa 150 stores and 70 Residential units nationally). This will include leading on landlord and tenant, day to day estates, transactions, rating, property lease management and negotiations. You will be working with the Head of Property to develop a mid to long-term strategy for the business and be responsible for leading and negotiating Transactions (acquisitions and dispositions), Lease Renewals and Rent Reviews on an ongoing basis. You will also be expected to undertake an allocated amount of L&T jobs directly (only outsourcing to consultants where necessary). This role is responsible for managing Business Rates Liability for the company and working with other members of the team and external consultants, to lead negotiations on Dilapidation disputes. You will provide forecasting around costs associated with the estate and maximise opportunities for currently under-utilised space within the portfolio. You will work with and manage a Property Co-ordinator. Key Accountabilities & Responsibilities Managing Day to Day Property related Issues Manage Day to Day Landlord relationships Liaise with other Departments including Legal, Operations, Finance to ensure smooth running of Department Liaise with Maintenance Team to ensure that Building and Property Repairs are dealt with quickly, efficiently and Cost effective Liaise with professional teams, including solicitors, agents, and planning consultants whilst working with the wider property team Prepare and deliver reports for senior management including recommendations, detailed feasibility studies and strong financials Highlighting procedures and processes and providing solutions for the company to save costs and make long term profit. Manage the Commercial & Residential lettings About You You will have at least 5 year's general property experience, preferably within a retail and/or multi-site environment and be RICS Qualified. knowledge and experience of convenience retail sector Experienced at negotiating as a tenant to secure the best renewals of leases. Experienced at negotiating with tenants to secure the best returns on investment Excellent Project Management skills Previous experience of franchise operations would be a bonus. Experience of property acquisitions and estates management Contacts and standing in the Property sector Good commercial acumen and experience of financial responsibilities Extensive retail experience gained either at a client-side end user, retail developer or agency
Lettings Manager - Manchester Permanent Who we are MCR Property Group is a leading independent real estate investment and development company with a strong UK presence, operating from offices in London, Manchester, Birmingham, and Glasgow. The business focuses on the delivery of new residential and industrial developments alongside the active management of a diverse and growing portfolio, which curre click apply for full job details
Mar 01, 2026
Full time
Lettings Manager - Manchester Permanent Who we are MCR Property Group is a leading independent real estate investment and development company with a strong UK presence, operating from offices in London, Manchester, Birmingham, and Glasgow. The business focuses on the delivery of new residential and industrial developments alongside the active management of a diverse and growing portfolio, which curre click apply for full job details
JLL empowers you to shape a brighter way .Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward. JLL are currently recruiting for a General Manager for once of or exciting client sites in Paddington. The General Manager (GM) is the primary responsible person for FM operations delivering all operations and customer related services to the building and its occupants and through the on-site team will be responsible for ensuring that facilities services accord with the best practice standards as defined by Jones Lang LaSalle (JLL). The GM will be JLL's and the building owners 'Ambassador' and maintain and promote the property's position in the locality as best in class for occupiers to work in. The GM will have a close working relationship with senior representatives of the building tenants and the building Owners representatives.Reporting to the Senior Facilities Manager, the GM has line management responsibilities for the on-site FM team and will be the representative for specified key client/occupier issues. The GM will work in several "virtual teams" with the client focussed teams of Asset and Property Managers, Surveying Executives and Client Accountants. Key Responsibilities and Deliverables Client Service To understand the Client's objective and instructions in relation to the property. To assist in Client reporting concerning all on-site operational issues and customer relations. Act as lead for the Client in all matters relating to the operation at the property to establish and enhance brand image. Support Client's vision for the property, ensuring the on site Team acts as facilitator in the delivery of CAPEX projects. Co-ordinate exceptional expenditure projects (PPMP) Customer Experience Establish and manage a property strategy with a view to providing a high standard of customer service that enhances the customer experience and develops a property partnership community. Regularly meet with the building occupier's representatives to fully understand their wants and needs within the property. Manage the buildings on-site services teams to ensure optimal customer satisfaction and minimise the downtime when service interruption occurs. Undertake annual Occupier Surveys (or more frequently as required) and respond to occupier feedback with a view to achieving positive outcomes and consistent high levels of customer satisfaction Operations Management Lead, develop and inspire the on-site FM team (both directly employed and sub-contracted) to deliver high standards of service at the property. Ensure KPIs are met and service excellence is delivered throughout all areas of on-site operations. To be responsible for the implementation of agreed best practice in accordance with JLL's Facilities Management Best Practice policies in the following areas: accounting service charge financial management practice, information/communications, procurement, operations, repair & maintenance, socially social & environmental responsible management, customer focus experience and human resources (training and development) ensuring: + standard systems and procedures + customer service delivery + standard documents and templates + audit and inspection + reduction of risk + consistent high standards of service delivery (and their measurement) + improved reporting to clients To ensure readiness for sale dealing with due diligence enquiries on disposal and lettings from a facilities operations perspective. Create an 'ambassadorial' role with the customer (occupier) representatives, the Merchant Square Estate Team and in local industry business groups, Local Authority and community/civic stakeholder meetings as appropriate. Inform the Property Manager of any occupier matters that may influence valuation/investment considerations including assistance in monitoring Tenant's occupiers' compliance with covenants. In conjunction with the Property Management team, ensure the financial management of the property, through the preparation of service charge budgets, the monitoring of agreed budgets to pre-defined cash limits, quarterly variance reporting and service charge reconciliation, is delivered to JLL accounting practices. To include the administration of non-recoverable budgets. To understand the principal terms of occupier's leases as they affect the facilities property management of the property building and the Client's obligations to provide services including clarity on the extent of the common areas. Ensure that the procurement of all supplies and services at the property is undertaken in accordance with JLL's PAM procurement policy to ensure the highest standards for the best value. This will include the use of accredited Contractors only, usually based on framework agreements, and JLL's purchase ordering systems. Monitor contractor performance against agreed standards. Review service contracts as appropriate. Ensure establish and maintain high quality health and safety practices, in accordance with best practice guidelines from central support under the JLL's risk management programme and the RFM Ensure all risks identified in the independent Risk Assessment are properly addressed and to review risks as part of JLL's audit process and Site Compliance inspections. To work with other appropriate aspects of JLL's 'Socially Responsible Management' programme. Ensure these are implemented in relation to environmental & sustainability policies. To ensure reactive maintenance and day-to-day service requirements are undertaken in a timely and cost-effective manner. Be familiar with all heating, ventilating, mechanical and electrical equipment at the property and have a sound understanding of the purpose and general working of such equipment. To ensure maintenance contracts in place cover specification as defined within the O&M manual requirements and do not negate warranties/guarantees. Where required, work with building surveyors/architects/consultants on major works. With the Property Manager, identify and arrange minor planned works. Maintain, test and implement major incident plans to cover all emergencies Customer Experience Establish and manage building strategy with a view to providing high standard of customer service to enhance the customer experience and develop a building partnership community. Undertake annual Occupier Surveys (or more frequently as required) and respond to occupier feedback with a view to achieving positive outcomes and consistent high levels of customer satisfaction Required Qualifications, Skills and Experience Strong management experience gained within a high profile commercial environment. Excellent customer service skills and a track record of implementing successful customer orientated activities. Demonstrate a strong good understanding of building design and base build management Member of IWFM NEBOSH/IOSH qualification A proven track record in managing and motivating on-site operational management teams Experience of managing service charge budgets and major CAPEX projects Strong commercial acumen Strong leadership skills to effectively manage and motivate a team to achieve a high level of performance and to exceed targets Accountable and resilient Ability to work under pressure Demonstrate ability to support change related initiatives and to determine what expertise and resources are required to resolve problems quickly
Feb 15, 2026
Full time
JLL empowers you to shape a brighter way .Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward. JLL are currently recruiting for a General Manager for once of or exciting client sites in Paddington. The General Manager (GM) is the primary responsible person for FM operations delivering all operations and customer related services to the building and its occupants and through the on-site team will be responsible for ensuring that facilities services accord with the best practice standards as defined by Jones Lang LaSalle (JLL). The GM will be JLL's and the building owners 'Ambassador' and maintain and promote the property's position in the locality as best in class for occupiers to work in. The GM will have a close working relationship with senior representatives of the building tenants and the building Owners representatives.Reporting to the Senior Facilities Manager, the GM has line management responsibilities for the on-site FM team and will be the representative for specified key client/occupier issues. The GM will work in several "virtual teams" with the client focussed teams of Asset and Property Managers, Surveying Executives and Client Accountants. Key Responsibilities and Deliverables Client Service To understand the Client's objective and instructions in relation to the property. To assist in Client reporting concerning all on-site operational issues and customer relations. Act as lead for the Client in all matters relating to the operation at the property to establish and enhance brand image. Support Client's vision for the property, ensuring the on site Team acts as facilitator in the delivery of CAPEX projects. Co-ordinate exceptional expenditure projects (PPMP) Customer Experience Establish and manage a property strategy with a view to providing a high standard of customer service that enhances the customer experience and develops a property partnership community. Regularly meet with the building occupier's representatives to fully understand their wants and needs within the property. Manage the buildings on-site services teams to ensure optimal customer satisfaction and minimise the downtime when service interruption occurs. Undertake annual Occupier Surveys (or more frequently as required) and respond to occupier feedback with a view to achieving positive outcomes and consistent high levels of customer satisfaction Operations Management Lead, develop and inspire the on-site FM team (both directly employed and sub-contracted) to deliver high standards of service at the property. Ensure KPIs are met and service excellence is delivered throughout all areas of on-site operations. To be responsible for the implementation of agreed best practice in accordance with JLL's Facilities Management Best Practice policies in the following areas: accounting service charge financial management practice, information/communications, procurement, operations, repair & maintenance, socially social & environmental responsible management, customer focus experience and human resources (training and development) ensuring: + standard systems and procedures + customer service delivery + standard documents and templates + audit and inspection + reduction of risk + consistent high standards of service delivery (and their measurement) + improved reporting to clients To ensure readiness for sale dealing with due diligence enquiries on disposal and lettings from a facilities operations perspective. Create an 'ambassadorial' role with the customer (occupier) representatives, the Merchant Square Estate Team and in local industry business groups, Local Authority and community/civic stakeholder meetings as appropriate. Inform the Property Manager of any occupier matters that may influence valuation/investment considerations including assistance in monitoring Tenant's occupiers' compliance with covenants. In conjunction with the Property Management team, ensure the financial management of the property, through the preparation of service charge budgets, the monitoring of agreed budgets to pre-defined cash limits, quarterly variance reporting and service charge reconciliation, is delivered to JLL accounting practices. To include the administration of non-recoverable budgets. To understand the principal terms of occupier's leases as they affect the facilities property management of the property building and the Client's obligations to provide services including clarity on the extent of the common areas. Ensure that the procurement of all supplies and services at the property is undertaken in accordance with JLL's PAM procurement policy to ensure the highest standards for the best value. This will include the use of accredited Contractors only, usually based on framework agreements, and JLL's purchase ordering systems. Monitor contractor performance against agreed standards. Review service contracts as appropriate. Ensure establish and maintain high quality health and safety practices, in accordance with best practice guidelines from central support under the JLL's risk management programme and the RFM Ensure all risks identified in the independent Risk Assessment are properly addressed and to review risks as part of JLL's audit process and Site Compliance inspections. To work with other appropriate aspects of JLL's 'Socially Responsible Management' programme. Ensure these are implemented in relation to environmental & sustainability policies. To ensure reactive maintenance and day-to-day service requirements are undertaken in a timely and cost-effective manner. Be familiar with all heating, ventilating, mechanical and electrical equipment at the property and have a sound understanding of the purpose and general working of such equipment. To ensure maintenance contracts in place cover specification as defined within the O&M manual requirements and do not negate warranties/guarantees. Where required, work with building surveyors/architects/consultants on major works. With the Property Manager, identify and arrange minor planned works. Maintain, test and implement major incident plans to cover all emergencies Customer Experience Establish and manage building strategy with a view to providing high standard of customer service to enhance the customer experience and develop a building partnership community. Undertake annual Occupier Surveys (or more frequently as required) and respond to occupier feedback with a view to achieving positive outcomes and consistent high levels of customer satisfaction Required Qualifications, Skills and Experience Strong management experience gained within a high profile commercial environment. Excellent customer service skills and a track record of implementing successful customer orientated activities. Demonstrate a strong good understanding of building design and base build management Member of IWFM NEBOSH/IOSH qualification A proven track record in managing and motivating on-site operational management teams Experience of managing service charge budgets and major CAPEX projects Strong commercial acumen Strong leadership skills to effectively manage and motivate a team to achieve a high level of performance and to exceed targets Accountable and resilient Ability to work under pressure Demonstrate ability to support change related initiatives and to determine what expertise and resources are required to resolve problems quickly
North West Housing Services is a purpose-led co-operative based in Liverpool, operating across the North West of England. We are a leading provider of housing management, maintenance, property investment, and financial services to housing co-operatives, small housing associations, and leaseholders. What We Offer 30 days annual leave Flat-rate performance bonus Enhanced pension contributions Employee health cover Essential car user allowance Flexible and hybrid working We are seeking a dynamic, experienced and customer-focused Client Services Officer (Housing) to join our Housing Services Team. Reporting to the Client Services Manager, you will play a key role in delivering high quality housing services to our Member organisations. You will be responsible for the delivery of housing management services including lettings, rent arrears control, void control and tenancy management. You will work closely with member organisations to maintain positive relationships and building trust. You will provide administrative support and guidance and produce reports for our members committee meetings, which you will be expected to attend. This is a challenging yet rewarding role offering an excellent opportunity to join an established, hardworking team, dedicated to providing high quality services to our member organisations. Essential Requirements Minimum of 12 months experience providing housing management services Good standard of general education, literacy and numeracy Good written and oral communication skills Knowledge of housing legislation and good practice Ability to work under pressure and meet deadlines Good IT skills Commitment to high standards of service delivery We are a learning organisation and will support staff undertaking relevant professional qualifications A full driving licence and access to a car are essential. How to Apply Please submit an up-to-date CV and covering letter (max 2 pages) outlining your suitability for the role to: (url removed) by 12.00 noon on the 3 March 2026.
Feb 11, 2026
Full time
North West Housing Services is a purpose-led co-operative based in Liverpool, operating across the North West of England. We are a leading provider of housing management, maintenance, property investment, and financial services to housing co-operatives, small housing associations, and leaseholders. What We Offer 30 days annual leave Flat-rate performance bonus Enhanced pension contributions Employee health cover Essential car user allowance Flexible and hybrid working We are seeking a dynamic, experienced and customer-focused Client Services Officer (Housing) to join our Housing Services Team. Reporting to the Client Services Manager, you will play a key role in delivering high quality housing services to our Member organisations. You will be responsible for the delivery of housing management services including lettings, rent arrears control, void control and tenancy management. You will work closely with member organisations to maintain positive relationships and building trust. You will provide administrative support and guidance and produce reports for our members committee meetings, which you will be expected to attend. This is a challenging yet rewarding role offering an excellent opportunity to join an established, hardworking team, dedicated to providing high quality services to our member organisations. Essential Requirements Minimum of 12 months experience providing housing management services Good standard of general education, literacy and numeracy Good written and oral communication skills Knowledge of housing legislation and good practice Ability to work under pressure and meet deadlines Good IT skills Commitment to high standards of service delivery We are a learning organisation and will support staff undertaking relevant professional qualifications A full driving licence and access to a car are essential. How to Apply Please submit an up-to-date CV and covering letter (max 2 pages) outlining your suitability for the role to: (url removed) by 12.00 noon on the 3 March 2026.
Job Title: Leasehold and Tenancy Officer Contract Type: Fixed Term Contract for 12 months Salary: £42,378.54 per annum Working Hours: 35 Hours per week Working Pattern: Monday to Friday, Hybrid Location: Arlington, London If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description. Note: We will accept applications on the basis of any form of valid legal permission to work in the UK, but we are surrendering the Riverside Sponsorship licence; therefore we are unable to apply for any further sponsorships on behalf of existing colleagues or candidates. The difference you will make as a Leasehold and Tenancy Officer: Provide a customer focused account management service to all Home Ownership customers (including market and intermediate rent properties) across the London region, ensuring the contractual obligations as defined in individual leases and tenancy agreements are conducted in line with legislative requirements and compliance and Group standards. Manage the end-to-end residential lettings process for Home Ownership, including sourcing of suitable tenants, carrying out referencing and financial checks, preparing accurate and compliant tenancy agreements and completing end of tenancy and void activity. Ensure service charge financial activity is conducted effectively, including budget planning, the service charge setting consultation process and reviews of scheme expenditure. Act as advocate for customers, both internally and externally where appropriate to ensure their expectations are maintained and they are receiving the appropriate levels of service. Manage Caretakers within a specified geographical region to ensure delivery of an effective service to Home Ownership customers on behalf of the group. About you: Up to date knowledge of leasehold legislation, regulation and standards, including Section 20 requirements. CIOH partial/fully qualified or equivalent qualification or experience. Excellent attention to detail with the ability to work under pressure delivering to strict deadlines. Results driving with strong analytical skills, including the ability to critically analyse complex information and experience of providing meaningful management information. Why Riverside? Riverside is a housing association with a difference - enhancing the everyday for all our customers. For 90 years, we've been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us. Working with us, you'll enjoy: Competitive pay & generous pension 28 days holidays plus bank holidays Flexible working options available Investment in your learning, personal development and technology A wide range of benefits Diversity and Inclusion at Riverside: We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview. Applications may close before the deadline, so please apply early to be considered. Role Profile: Undertake the role of Account Manager for shared ownership, leasehold and assured short hold rent customers; including commercial properties (if required), advocating for the customer and ensuring services provided by the Group are delivered efficiently and in line with cost, quality and compliance standards. Support the Group Compliance function to ensure our buildings are safe. Proactively engaging with customers to inform them of their role and provide customers with relevant information. Lead, motivate and engage with site-based Caretakers (where applicable) to ensure the delivery of a high-quality service to support Home Ownership strategy and objectives. Maintain knowledge of leasehold legislation and technical aspects of all varieties of lease agreements to ensure escalated and complex queries are resolved effectively. Take appropriate action to enforce the terms of the tenancy or lease, including resolution of low level anti social behaviors and unauthorised sub letting. Accountable for maximising and increasing income collection, working in partnership with Shared Service colleagues to ensure good payment practices are established from start of tenure, supporting customers including signposting for advice and carrying out home visits during the arrears pursuance process. Support with the co ordination of court cases and First Tier Tribunals including providing the required information to support mediation and legal challenges for Home Ownership. Decision maker for enforcement activity; County Court Judgement (CCJ), Repossession, Forfeiture, Eviction and Injunction applications, using customer and community insight to ensure appropriate decisions made on behalf of the Group. Represent the Group in Court for all cases brought against customers in your regional area, ensuring cases are progressed effectively and efficiently and relevant stakeholders are kept up to date with developments and outcomes. Contribute to the setting of service charge budgets, providing first line support for customer queries. Facilitate customer/resident budget and year end meetings, as required. Promote customer engagement, both formally and informally via resident groups, where established, to provide mechanisms for customers to provide feedback on services, promote involvement and provide influencing opportunities to support scheme improvements/customer perception with Home Ownerships business area. Deliver proactive contact with customers and follow up outstanding actions included within any customer satisfaction feedback analysis. Form and maintain a close working relationship with your colleagues in maintenance, building safety, asset services and environmental teams to ensure strong links and collaborative approach in the management of service charges. Manage customer complaints in line with the agreed process via the groups Complaint Dispute Resolution Team, ensuring effective resolution for our customers are met, within set timescales. Support / manage the performance and development of your colleague/team, including the framework of estate and letting agents selected to source tenants on our behalf, providing expertise and coaching as required, ensuring a quality service is provided for customers and under performance is dealt with appropriately. Assess applications made to Home Ownership either directly or via letting agent for any property that is offered for rent, carrying out financial appraisals and referencing to ensure that applicants satisfy the requirements of internal or governing body and relevant legislation. Lead on the sign up of new customers (within agreed re let KPIs), via the Digital Sign up process, inclusive of completing registration of any deposit prior to tenancy commencement with the Deposit Protection Scheme, together with arranging return of deposit and working with the tenant and Dispute Resolution Service for any disagreements and retentions. Arrange/undertake end of tenancy visits during the notice period to establish a schedule of works and repairs prior to next letting or hand over for the property to be sold, liaising with Asset Services Colleagues, including Void teams, to ensure any works are scheduled and carried out appropriately. Additional Information: The Group has offices across the UK and, on this basis, there will be the requirement to travel to other locations to effectively perform this role. Occasionally there may be a requirement to work weekends and evenings which could involve an overnight stay. The role will be exposed to sensitive information; therefore the role holder is expected to always maintain levels of confidentiality. To fulfil the requirements of this role, you will be required to work flexibly during the hours of operation. It is a requirement that the role holder holds a current, valid UK driving licence and access to a vehicle. The role holder is expected to be committed to equal opportunities and to promote non discriminatory practices in all aspects of work undertaken. Manage internal and external stakeholders effectively, including senior colleagues and third parties, building constructive working relationships to ensure the delivery of the Group's Home Ownership Strategy. Accountable for regular reviews of the service, reviewing and analysing performance and customer feedback to ensure continuous improvement . click apply for full job details
Feb 06, 2026
Full time
Job Title: Leasehold and Tenancy Officer Contract Type: Fixed Term Contract for 12 months Salary: £42,378.54 per annum Working Hours: 35 Hours per week Working Pattern: Monday to Friday, Hybrid Location: Arlington, London If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description. Note: We will accept applications on the basis of any form of valid legal permission to work in the UK, but we are surrendering the Riverside Sponsorship licence; therefore we are unable to apply for any further sponsorships on behalf of existing colleagues or candidates. The difference you will make as a Leasehold and Tenancy Officer: Provide a customer focused account management service to all Home Ownership customers (including market and intermediate rent properties) across the London region, ensuring the contractual obligations as defined in individual leases and tenancy agreements are conducted in line with legislative requirements and compliance and Group standards. Manage the end-to-end residential lettings process for Home Ownership, including sourcing of suitable tenants, carrying out referencing and financial checks, preparing accurate and compliant tenancy agreements and completing end of tenancy and void activity. Ensure service charge financial activity is conducted effectively, including budget planning, the service charge setting consultation process and reviews of scheme expenditure. Act as advocate for customers, both internally and externally where appropriate to ensure their expectations are maintained and they are receiving the appropriate levels of service. Manage Caretakers within a specified geographical region to ensure delivery of an effective service to Home Ownership customers on behalf of the group. About you: Up to date knowledge of leasehold legislation, regulation and standards, including Section 20 requirements. CIOH partial/fully qualified or equivalent qualification or experience. Excellent attention to detail with the ability to work under pressure delivering to strict deadlines. Results driving with strong analytical skills, including the ability to critically analyse complex information and experience of providing meaningful management information. Why Riverside? Riverside is a housing association with a difference - enhancing the everyday for all our customers. For 90 years, we've been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us. Working with us, you'll enjoy: Competitive pay & generous pension 28 days holidays plus bank holidays Flexible working options available Investment in your learning, personal development and technology A wide range of benefits Diversity and Inclusion at Riverside: We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview. Applications may close before the deadline, so please apply early to be considered. Role Profile: Undertake the role of Account Manager for shared ownership, leasehold and assured short hold rent customers; including commercial properties (if required), advocating for the customer and ensuring services provided by the Group are delivered efficiently and in line with cost, quality and compliance standards. Support the Group Compliance function to ensure our buildings are safe. Proactively engaging with customers to inform them of their role and provide customers with relevant information. Lead, motivate and engage with site-based Caretakers (where applicable) to ensure the delivery of a high-quality service to support Home Ownership strategy and objectives. Maintain knowledge of leasehold legislation and technical aspects of all varieties of lease agreements to ensure escalated and complex queries are resolved effectively. Take appropriate action to enforce the terms of the tenancy or lease, including resolution of low level anti social behaviors and unauthorised sub letting. Accountable for maximising and increasing income collection, working in partnership with Shared Service colleagues to ensure good payment practices are established from start of tenure, supporting customers including signposting for advice and carrying out home visits during the arrears pursuance process. Support with the co ordination of court cases and First Tier Tribunals including providing the required information to support mediation and legal challenges for Home Ownership. Decision maker for enforcement activity; County Court Judgement (CCJ), Repossession, Forfeiture, Eviction and Injunction applications, using customer and community insight to ensure appropriate decisions made on behalf of the Group. Represent the Group in Court for all cases brought against customers in your regional area, ensuring cases are progressed effectively and efficiently and relevant stakeholders are kept up to date with developments and outcomes. Contribute to the setting of service charge budgets, providing first line support for customer queries. Facilitate customer/resident budget and year end meetings, as required. Promote customer engagement, both formally and informally via resident groups, where established, to provide mechanisms for customers to provide feedback on services, promote involvement and provide influencing opportunities to support scheme improvements/customer perception with Home Ownerships business area. Deliver proactive contact with customers and follow up outstanding actions included within any customer satisfaction feedback analysis. Form and maintain a close working relationship with your colleagues in maintenance, building safety, asset services and environmental teams to ensure strong links and collaborative approach in the management of service charges. Manage customer complaints in line with the agreed process via the groups Complaint Dispute Resolution Team, ensuring effective resolution for our customers are met, within set timescales. Support / manage the performance and development of your colleague/team, including the framework of estate and letting agents selected to source tenants on our behalf, providing expertise and coaching as required, ensuring a quality service is provided for customers and under performance is dealt with appropriately. Assess applications made to Home Ownership either directly or via letting agent for any property that is offered for rent, carrying out financial appraisals and referencing to ensure that applicants satisfy the requirements of internal or governing body and relevant legislation. Lead on the sign up of new customers (within agreed re let KPIs), via the Digital Sign up process, inclusive of completing registration of any deposit prior to tenancy commencement with the Deposit Protection Scheme, together with arranging return of deposit and working with the tenant and Dispute Resolution Service for any disagreements and retentions. Arrange/undertake end of tenancy visits during the notice period to establish a schedule of works and repairs prior to next letting or hand over for the property to be sold, liaising with Asset Services Colleagues, including Void teams, to ensure any works are scheduled and carried out appropriately. Additional Information: The Group has offices across the UK and, on this basis, there will be the requirement to travel to other locations to effectively perform this role. Occasionally there may be a requirement to work weekends and evenings which could involve an overnight stay. The role will be exposed to sensitive information; therefore the role holder is expected to always maintain levels of confidentiality. To fulfil the requirements of this role, you will be required to work flexibly during the hours of operation. It is a requirement that the role holder holds a current, valid UK driving licence and access to a vehicle. The role holder is expected to be committed to equal opportunities and to promote non discriminatory practices in all aspects of work undertaken. Manage internal and external stakeholders effectively, including senior colleagues and third parties, building constructive working relationships to ensure the delivery of the Group's Home Ownership Strategy. Accountable for regular reviews of the service, reviewing and analysing performance and customer feedback to ensure continuous improvement . click apply for full job details
