Ground Rent Manager

Our Client's 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 managing a team in the collection of ground rent and 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. The role requires a high standard of written communication skills and the ability to prioritise and manage challenging workloads and complaint matters, as well as overseeing the ground rent team daily. Full training on the bespoke IT Property Management System will be provided and we provide a full and comprehensive induction programme which covers the first three months and beyond.

The role:

• Managing the team in the daily ground rent collection process
• Overseeing and organising workloads and distributing suitable work to the team
• Monitoring the team in their daily email/letter communications, maintaining a high standard and carrying out regular audits
• Managing budgets on a monthly, quarterly basis and reporting to the Head of Operations on weekly, monthly results
• Communicating with leaseholders, agents and solicitors by email/letter and telephone
• Dealing with complaints at a higher level and in line with Step 1 of our inhouse Complaint Procedure
• Escalating ground rent debt to mortgage lenders
• Escalating higher ground rent debt files to our appointed solicitors and managing the file to completion

Other general managerial duties in supporting the Operations Division as set by the Head of Operations

Skills and Experience:

• High standard of letter writing ability and good organisational skills
• Good communication by telephone or writing
• Able to manage and lead a team and support, coach individuals in achieving the best in their day job
• Ability to identify issues and oversee and resolve disputes with leaseholders
• Good level of understanding on how to deal effectively with complaints
• Ability to take responsibility and make decisions with the support of Head of Operations
• The ability to manage a team, to organise, prioritise and work under pressure
• Good knowledge of Excel although training will be provided
• Understanding budgets and reaching targets
• A go-to person with good inter-personal skills:

The package

• Salary - £50,000 pa
• 9.00 am - 5.00 pm working day
• On site parking
• Workplace pension
• 23 days holiday
• Company events and away days
• Discrentionary bonus