Leasehold Officer – 9 Month Contract

We’re looking for a Leasehold Officer to join our team on a fixed-term contract until April 2027, delivering leasehold, shared ownership and homeownership services across Liverpool, St Helens and Warrington. You’ll play a key role in supporting leaseholders, shared owners, freeholders and Rent to Buy customers, providing advice, managing transactions and helping to ensure services are delivered efficiently and in line with relevant legislation and policies.

This is a hybrid role, with office-based working in St Helens every Tuesday and Thursday, alongside homeworking and travel across our operating areas as required.

What you’ll be doing:

• Act as the main point of contact for leaseholders, shared owners, Rent to Buy customers and freeholders, providing advice and resolving enquiries.
• Manage Right to Buy (RTB) and Right to Acquire (RTA) applications from initial enquiry through to completion, including eligibility and discount assessments.
• Support the administration of shared ownership, staircasing, re-sales and buyback applications.
• Deliver an effective arrears recovery service, taking appropriate action to recover outstanding charges and support customers where needed.
• Manage Rent to Buy properties, including viewings, sign-ups, affordability checks, tenancy management and property marketing.
• Coordinate leasehold and shared ownership transactions, liaising with solicitors, valuers, managing agents and internal stakeholders.
• Assist with the management of major works and statutory leaseholder consultation processes, ensuring legislative compliance.
• Support the administration of service charges, annual statements and customer account queries.
• Investigate lease breaches, process requests for permissions and consents and take enforcement action where required.
• Attend meetings, tribunals and court hearings as required, providing evidence and professional representation.
• Work collaboratively with Development, Assets, Finance and other teams to support effective service delivery across new and existing schemes.
• Maintain accurate records, monitor performance targets and contribute to continuous service improvement.
• Promote safeguarding, equality, diversity, health and safety and excellent customer service in all aspects of the role.

What we’re looking for:

• Experience in leasehold and/or shared ownership management within a housing or property setting
• Knowledge of leasehold legislation, service charges and home ownership products, including Shared Ownership and Right to Buy/Right to Acquire
• Experience of arrears recovery, debt management and working to achieve positive customer outcomes.
• Experience managing customer enquiries, casework and complex housing-related issues.
• Strong organisational skills with the ability to manage a varied workload and meet deadlines.
• Excellent numeracy skills and attention to detail.
• Confident communicator with the ability to build positive relationships with customers, colleagues and external partners.
• Able to work independently, use sound judgement and contribute effectively as part of a team.
• Experience using housing management systems and Microsoft Office applications.
• Commitment to delivering excellent customer service and promoting equality, diversity, inclusion and safeguarding.
• Full UK driving licence and access to a vehicle for business use desirable.

Benefits:

£35,223 (pending pay award)

Hours: 37

• Generous Annual Leave: Begin with 25 days plus bank holidays, increasing by one day each year up to 30 days after five years.
• Family Support: Enhanced maternity, paternity and adoption pay, ensuring you can focus on what matters most during significant life events.
• Financial Flexibility: Holiday purchase scheme, Aviva pension plan, Wagestream loans and access to a portion of your pay instantly.
• Travel and Transport: Lease car scheme and employee discounts on various products, including bikes and holidays.
• Continuous Learning: e‑learning workshops and support for professional qualifications.
• Recognition and Well‑being: Reward and recognition schemes, volunteering opportunities and enhanced sick pay.
• Flexible Working: Flexible and agile working to support individual needs and preferences.
• Comfortable Workspaces: Well‑designed offices with excellent public transport links, employee assistance programmes and occupational health support.
• Health and Wellness: For eligible employees, BUPA health expenses coverage.

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