Team Leader

Search Consultancy

Position Summary:
As a vital member of the property management team based in HQ (Elstree), you will take on the role of managing and coaching a team comprising 10 individuals, including 4 property managers. Notably, this role does not involve direct property management responsibilities. Your focus will be on supporting your team to ensure high standards in customer service and compliance are consistently maintained. We are seeking an individual who can embody the role of a pbm ambassador and culture driver in alignment with our core values.

Responsibilities:

Lead the development of evidence-based policy proposals, strategy, guidance, or other protocols.
Collaborate closely with workstream leads, operational teams, and policy teams to implement practical and operationally effective policy or strategy proposals within agreed-upon milestones.
Draft clear and concise documents for internal and external audiences, adhering to in-house style and often working within tight deadlines. This includes drafting guidance, procedural documents, responses to consultations, briefing senior colleagues, and creating high-quality papers and presentations for senior stakeholders.
Contribute to equality analyses.
Support the development of research and engagement activities necessary for policy or strategy development.
Cultivate strong relationships with key internal and external stakeholders, establishing credibility within these relationships.
Represent the team and directorate at internal meetings, as needed.
Represent the organization at external meetings across the UK and travel to various offices as required.
Apply and manage relevant diversity and equality policies and practices.
Apply relevant management systems, procedures, and policies related to risk management, health and safety, information security, and business continuity.
Perform any other reasonable duties assigned from time to time.
Objectives:

Review and deliver Key Performance Indicators regularly, implementing improvement plans and relevant training programs as needed.
Prepare monthly reports on all relevant key issues and present to C Suite and Leadership every month.
Constantly review the employee performance matrix and highlight updates each month, addressing any concerns.
Promote customer service excellence by leading by example and ensuring the best customer experience is provided.
Communicate frequently with clients across the team, ensuring satisfaction with service levels.
Deliver customer service training and support.
Oversee all major works, accountable for notices and works, ensuring all formalities are adhered to and fees are raised.
Ensure timely and well-presented monthly/quarterly newsletters with useful content.
Take a hands-on approach to the handover of new sites, ensuring a smooth process for clients with minimal disruption to service contracts.
Coach and support the team.
Develop strong client relationships.
Responsibilities and Expectations of Your Team:

Effectively manage your portfolio and take responsibility for good all-round customer service.
Manage electronic data and ensure emails and calls are responded to within 24 hours.
Understand the Breach of Lease process and demonstrate the ability to resolve breaches of a diverse nature.
Manage H&S, FRA, Asbestos, and all other legal requirements.
Complete minutes and site reports within 5 working days.
Live our core values, contribute positively to our company culture, and be someone your team can count on.
Create contract orders, sign contracts, and adhere to s.20 regulations.
Ensure all blocks have up-to-date H&S and FRA, including appropriate signage.
Authorize expenditure to ensure sites do not fall into financial difficulties and always maintain a steady cash flow.
Support the team to create service charge budgets in line with best practice, ensuring clients have sufficient time to approve so all demands are issued 30 days in advance unless stipulated otherwise.
Review RAMS for high-risk works and have the expertise to challenge contractors.
Ensure financial reports are sent to clients when required, and queries regarding financial matters are responded to correctly and in a time-efficient manner.
Manage onsite staff, ensuring they are performing at their best, including handling holidays, sickness, etc.
Ensure all activities are compliant with current legislation and best practices.
Conduct site visits and have site visits written up and on the system within a week of the visit.
Be a part of training sessions and team events.
Quality check all client reporting.
Technical Skills:

Excellent knowledge of property management principles and procedures.
MIRPM qualified with at least 5 years of experience.
Strong self-motivation to keep improving, learning, and developing.
Excellent soft skills when dealing with people to empathize and understand customers’ needs.
Good knowledge of QUBE computer system is desirable.
Excellent written and verbal communication skills.
Track record of directly overseeing major works and carrying out the Section 20 consultation process.
Experience managing people and developing.
Personal Effectiveness:
This role requires the ability to plan workloads, work unsupervised, and have a flexible approach. Good communication skills, both verbal and written, are essential. As a key team member, adaptability to changing requirements and procedures, along with the willingness to undertake necessary training, is crucial. This person should be able to react effectively, friendly, and consistently to the day’s events, providing support and assistance where necessary. Full participation in the running of the department, including assisting with problem-solving, is expected.

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.