Assistant Manager Ground Rent Division

We have the opportunity for a Manager to join a Freeholder based in Borehamwood.

You will be responsible for leading the Ground Rent team who provides a knowledgeable, helpful, customer services experience, engaging with leaseholders, solicitors and managing agents by telephone and email.

The successful individual will overseeing 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 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 their 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.

Key Responsibilities

• Overseeing the team in the daily ground rent collection process
• 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 Manager on weekly, monthly results
• Communicating with leaseholders, agents and solicitors by email/letter and telephone
• Dealing with complaints at the initial stage and in line with Step 1of our inhouse Complaint Procedure, supported by the Manager
• 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 duties in supporting the Operations Division and as set by the Manager

Skill and Experiences

• High standard of letter writing ability and good organisational skills
• Good communication by telephone or writing
• Able to lead a team and with the support of the Manager, 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 Manager
• The ability to oversee 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

Package

• £35,000 pa
• Work/life balances are top of our list so we work 9am to 5pm
• Discretionary bonus
• 23 Days holiday p.a.
• Employee Assistance Programme
• In addition paid Christmas close down
• Onsite parking
• Workplace pension
• Company events/away days
• Death in Service