Head of Property Management Operations

Head of Property Management Operations

Salary C£70,000

Location Didsbury, Manchester

Permanent, Full Time

As the Head of Property Management Operations, you would be leading the work of the Plumlife Management Team in the delivery of property and tenancy management services to leasehold, shared ownership, market, and sub-market rent customers managed across the Group through the Plumlife brand. With support from the operational managers within the team, you will have overall responsibility for ensuring the delivery of excellent services to these customer groups and achieving high levels of customer satisfaction.

What you'll be doing

• Ensure the effective management of our block, estate, and tenancy management services to private sector, leasehold, rental, and low-cost home ownership customers, including meeting any contractual and legal obligations. This includes building effective relationships with internal colleagues and departments.

• Provide strategic leadership to ensure Plumlife complies with all legislation, regulations, and best practices, and to lead in the development of a culture focused on customer service.

• Carry out responsibilities in relation to Health and Safety and probity.

• Undertake training as appropriate to the post and keep abreast of developments across the housing profession and private sector.

• Ensure that goods and services procured are managed in line with financial regulations and Great Places procurement practices.

• Provide technical and strategic risk management advice across the Group and work in line with our risk management framework.

• Work in collaboration with external partners, as appropriate.

• Act as an inspirational leader to inspire, develop, and motivate the Plumlife Management team; set and embed the culture for successful delivery and ensure excellent customer experience.

• Set and embed a high support/high challenge culture by:

  • Showing inspirational leadership;
  • Timely and effective performance management;
  • Coaching;
  • Communication and feedback;
  • Role-modelling attitudes, behaviours, and expectations;
  • Capturing the learning from mistakes and setbacks;
  • Showing effective and positive leadership through change to support and develop your team to realise individual and team potential and ensure effective service delivery.

• Develop, maintain, and promote effective working relationships with Great Places colleagues and key external partners, always acting as an ambassador for Great Places.

• Promote Great Places when attending external meetings; actively network to identify opportunities for new business and service development, joint working with other partners, and relevant opportunities in the wider housing sector.

• Be the named process owner for designated processes relating to your work, accountable for ensuring your processes are effectively designed, monitored, and continuously improved in consultation with relevant colleagues.

• Work flexibly, including unsociable hours, weekends, and Bank Holidays as required to maintain good customer service and ensure business continuity, and represent Great Places at customer and other stakeholder events.

• Carry out other duties commensurate with the nature of the post of Head of Property Management Operations.

What you'll need

• Experience in leasehold/low-cost home ownership management, including knowledge of leasehold legislation and its application.

• Significant experience of working in the property management sector; ideally IRPM/TPI qualified or equivalent.

• A sound understanding of all aspects of housing management, including landlord and tenant law, tenancy enforcement, and current housing issues.

• Experience of managing financial budgets.

• Ability to communicate at all levels.

• A focus on achieving high standards and a commitment to continuous improvement.

• Ability to collate and analyse performance data.

• Ability to compile reports.

• Highly organised with the ability to prioritise, plan, and work to deadlines while supporting team members in doing the same.

• The ability to inspire colleagues to think, grow, and take responsibility for themselves.

• Ability to set realistic, attainable goals.

• Full driving licence and access to a car.

What we need from you

• A commitment to work in partnership with others for the benefit of Great Places.

• A commitment to continuous learning and improvement.

• Ability to work flexibly and when needed outside normal working hours to ensure service continuity.

• An ability to work in uncertainty.

• To be professional and work with integrity, inclusivity, and respect for diversity.

What we give you in return for your hard work and commitment

• Pension: DC scheme (up to 10% contribution from both colleagues and Great Places).

• WPA: Healthcare auto enrolled at no contribution level with £1250 of savings available - option to increase & add family members.

• Annual leave: Start at 26 days annual leave, increasing up to 30 days within 5 years + Bank Holidays.

• Flexi Time: Allows colleagues to achieve a healthy work-life balance while carrying out the requirements of the role. A maximum of 13 days flexi can be taken in a year.

• Greater Working: We offer some Hybrid and flexible working.

• Reward & Recognition: You Count Rewards are individual rewards for going above & beyond.

• Professional Fees: The business pays the cost of one professional membership fee for each colleague.

• The Market Place: High street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans, and much more.

• Health and Wellbeing Initiatives: Our colleagues enjoy wellbeing campaigns throughout the year, with activities designed around our four pillars of wellbeing, including career wellbeing, mental wellbeing, physical wellbeing, and financial wellbeing.