Job Advert: Home Ownership Supervisor/Team Leader
Location: Hybrid / Office based 2 days a week
Salary: approx. £40k
Contract: Permanent
Are you an experienced homeownership, leasehold or property management professional looking to step into a leadership role?
Do you thrive in a fast‑paced environment where your decisions directly improve customer experience and service quality?
Our client, a respected social housing provider, is seeking a Home Ownership Supervisor/Team Lead to oversee the delivery of their leasehold, shared ownership, and homeownership services. This is an excellent opportunity for someone with strong technical knowledge and a passion for delivering high‑quality, compliant, resident‑focused services.
The Role
You will manage the day‑to‑day operations of the Homeownership service, supervising a team of Advisors and acting as the first point of escalation for complex queries, arrears cases, and complaints. You will ensure services are delivered accurately, transparently, and in line with statutory, regulatory, and internal standards.
Key Responsibilities
- Lead and support Home Ownership Advisors, allocating and reviewing workloads to ensure consistent service delivery.
- Act as the escalation point for complex cases, disputes, and Stage 1 complaints, ensuring timely and effective resolution.
- Oversee the preparation, accuracy, and reconciliation of service charge estimates and ensure compliance with statutory deadlines.
- Monitor rent and service charge arrears, ensuring proportionate and customer‑focused recovery activity.
- Ensure advice, decisions, and communications across the team remain consistent and aligned with legislation, policies, and best practice.
- Maintain strong compliance with all lease, regulatory, audit, and evidence‑management requirements.
- Support Housing Ombudsman enquiries and ensure learning is embedded in service delivery.
- Identify risks, backlogs, and service inefficiencies, recommending improvements to enhance outcomes for residents.
- Work collaboratively with Finance, Legal, Asset Management, Repairs, and Customer Service teams to deliver a joined‑up service.
About You
You’ll be a confident, organised, and knowledgeable professional who can balance technical accuracy with excellent customer experience.
You will bring:
- Strong working knowledge of leasehold and shared ownership services, including service charges and arrears management.
- Experience supervising staff, coaching colleagues, or acting as a senior technical lead within homeownership, housing, or property management.
- The ability to interpret leases, legislation, and policy, providing clear, accurate advice.
- Excellent communication and conflict‑resolution skills, particularly when dealing with complex resident issues.
- Strong organisational and prioritisation abilities, able to manage competing demands and statutory deadlines.
- An inclusive and accessible approach, recognising vulnerability and ensuring fair, customer‑focused outcomes.
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