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...