Full job description

To lead and develop a multi-disciplinary team, ensuring the effective delivery of ground rent and leasehold services, high standards of customer service, operational efficiency, and compliance with relevant legislation and policies.

Key Responsibilities

• Lead, motivate, coach, and develop the team to achieve departmental objectives and performance targets.
• Manage workloads, monitor KPIs, and conduct quality audits to maintain service standards.
• Oversee customer communications and resolve complex enquiries, complaints, and escalated cases.
• Ensure operational systems and records are accurate and maintained.
• Identify and implement process improvements to enhance efficiency and reduce costs.
• Monitor budgets and income performance, reporting on results and supporting the achievement of financial targets.
• Ensure compliance with relevant legislation, GDPR, and organisational policies.
• Provide operational support and undertake additional duties as required.

Knowledge, Skills and Experience

• Experience leading and developing a team in a customer-focused environment.
• Strong organisational, communication, and decision-making skills.
• Ability to prioritise workloads, solve problems, and manage complaints effectively.
• Experience managing budgets, performance targets, and operational processes.
• Strong attention to detail with the ability to work under pressure.

Personal Attributes

• Positive, proactive, and customer-focused.
• Strong leadership and interpersonal skills.
• Resilient, adaptable, and committed to continuous improvement.

Thank you for your interest in opportunities with Unico Recruitment (London) Ltd.

Due to the high volume of applications we receive, we regret that we are unable to provide individual feedback to every candidate. If you have not heard from us within 48 hours, please assume that your application has not been successful on this occasion.

We will retain your CV on file and contact you should any suitable opportunities arise. In the meantime, we encourage you to visit our website regularly, as new roles are posted daily.

Unico Recruitment (London) Ltd is an independent recruitment agency with over 20 years of experience supporting clients and candidates across the UK. We wish you every success in your job search.