Leasehold Litigation Team Manager   

Reference no: Westminster RQ770953   

Pay rate £28.00 per hour PAYE   

Manage complex queries from leaseholders and senior staff on leasehold related matters, in person, through e-mail and written correspondence and by telephone. To ensure the highest standards in customer care are adhered to and act at all times in a professional manner. Represent at the First-tier Tribunal and County Court in cases brought by the leaseholder. This will include all preparation work needed together with liaison with our solicitors. Apply for S20 dispensation with the First-tier tribunal where required. Lead on ad hoc leasehold case work, which may involve many different stakeholders. Provide staff with advice and guidance on company policy and leasehold legislation as required. This may involve investigating a subject and seeking advice from solicitors 

Key responsibilities: 

• Lead by example, maintaining an approachable and professional outlook while working in a highly demanding fast paced front-line services role. Motivating and inspiring staff to deliver excellent levels of customer satisfaction. 
• Share knowledge and expertise within the team to ensure that there is consistency in approach across the team with a focus of the development of the advisors’ knowledge, skills and expertise. 
• Ensure that the service provided to leaseholders is professional, polite, friendly and customer focused.   
• Ensure that the Litigation Officer receives regular 1-1 meetings and seasonal conversations with a focus on their wellbeing and personal development.  
• Hold regular team meetings ensuring that there is good communication with staff and staff are engaged in the process of identifying and implementing service improvements. Ensure that the team are well briefed on issues across the Council and corporate messages are cascaded. 
• Establish a culture of continuous service improvement ensuring that the service is developed based on learning from complaints, feeback from leaseholders, leaseholder satisfaction surveys and learning from Our Voice staff survey responses.  
• Ensure that the Litigation Officer is fully trained. Manage internal training sessions and arrange training from external providers. Maintain a training record for the officer.  
• Ensure that all leasehold case management actions are fully recorded, and all documentation is scanned and attached to the relevant case file.  
• Set individual and team performance targets. Manage performance in line with Council policy taking appropriate action to manage any areas of poor performance.  
• Monitor performance indicators and support the team to achieve agreed KPIs and core business objectives 

“Role Requirements” – to give yourself the maximum chance of success please try and ensure your CV addresses the following essential criteria: 

• Knowledge of Leasehold legislation and best practice relating to leasehold consultation, billing service charges and leasehold management (desirable) 
• Experience of working within a Leasehold management service or a legal service managing leasehold cases (desirable) 
• Experience of managing a team of staff (desirable) 
• Excellent written and verbal communication skills 
• Good customer service skills and ability to deal with difficult and challenging behaviour 
• Ability to demonstrate and inspire enthusiasm, drive and a highly people-focused attitude to work 
• Familiarity with IT and computer systems 

NB: Please feel free to apply to us direct via [email protected] by quoting the job reference and job title exactly. SEE DETAILS AT THE BOTTOM OF THIS AD. 

If you have previously applied to one of our vacancies and have already sent the required supporting documentation to us, please make this clear when you re-apply as this will help speed up your application. 

To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF. 

If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.