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. ..... full job details .....