Our client owns and manages more than 100,000 residential leasehold titles across the UK.
Their Ground Rent Team provides a knowledgeable, helpful, friendly customer services experience, engaging with leaseholders, solicitors and managing agents by telephone and email. The successful individual will be responsible for overseeing a team the ground rent collections team as well as the management of the registration process; ensuring all daily processes are completed to a high standard. They will also be responsible for escalating matters to mortgage lenders and liaising with solicitors in dealing with advance debt collection files.
This role requires a can-do attitude and a desire to make a difference as well as a need to develop within the company and lead a team.
Roles and responsibilities include but are not limited to:
Overseeing the management of the Operations team (ground rent collection, Notices, Sublet, Lease extension and Freehold) Organising workloads efficiently and distributing workload accordingly across the team to fit the business needs. Monitoring and coaching the team in their daily email/letter communications, ensuring a high standard of delivery. Carrying out regular audits across the teams and coaching team members on any outcomes from the audit. Managing budgets on a monthly and quarterly basis, reporting to the Manager on the results and actions taken. Communicating with leaseholders, agents and solicitors by email/letter and telephone Reviewing any complaints at the initial stage and sending the necessary holding email. Reviewing and ensuring the escalation of higher ground rent debt files to our appointed solicitor runs smoothly Ensuring our system is up to date with the correct lease clauses and we are targeting all properties let which have reasonable clauses Overseeing and escalating problematic files to conclusion Having regular developmental conversations with your team members and providing tangible feedback. Proactively identifying efficiencies in all of the Operations team procedures to save time or cost Ensure adherence to property and GDPR regulations. Other general duties in supporting the Operations Division and as set by the Manager. Skills and experience required:
Candidates must have great organisational skills, with strong oral and written communication skills, and be able to lead a team and with the support of the Manager, coach individuals in achieving the best in their day job.
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Overseeing the management of the Operations team (ground rent collection, Notices, Sublet, Lease extension and Freehold) Organising workloads efficiently and distributing workload accordingly across the team to fit the business needs. Monitoring and coaching the team in their daily email/letter communications, ensuring a high standard of delivery. Carrying out regular audits across the teams and coaching team members on any outcomes from the audit. Managing budgets on a monthly and quarterly basis, reporting to the Manager on the results and actions taken. Communicating with leaseholders, agents and solicitors by email/letter and telephone Reviewing any complaints at the initial stage and sending the necessary holding email. Reviewing and ensuring the escalation of higher ground rent debt files to our appointed solicitor runs smoothly Ensuring our system is up to date with the correct lease clauses and we are targeting all properties let which have reasonable clauses Overseeing and escalating problematic files to conclusion Having regular developmental conversations with your team members and providing tangible feedback. Proactively identifying efficiencies in all of the Operations team procedures to save time or cost Ensure adherence to property and GDPR regulations. Other general duties in supporting the Operations Division and as set by the Manager. Skills and experience required:
Candidates must have great organisational skills, with strong oral and written communication skills, and be able to lead a team and with the support of the Manager, coach individuals in achieving the best in their day job.
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