Leasehold Services Manager - Westminster

Leasehold Services Manager - Westminster City Council Location: Across Westminster borough (in-person at Housing Service Centres) Contract Type: Contractor Working Pattern: Primarily onsite. Hybrid working may be considered depending on service needs. Reports To: Senior Management within Housing Services About the Role Westminster City Council is seeking an experienced Leasehold Services Team Manager to provide strong operational leadership across our leasehold service functions. Working in person across the borough's Housing Service Centres, you will manage a small team and ensure that leasehold services are delivered to a high professional standard, with a strong emphasis on accuracy, timeliness, and customer care. This role is pivotal in supporting the Council's statutory responsibilities, financial objectives, and service quality commitments. The ideal candidate will bring both technical leasehold expertise and confident people-management experience. Key Responsibilities Leadership & Team Management Lead, manage, and support the Leasehold Services Team, ensuring high performance and consistent service delivery. Provide coaching, guidance, and quality oversight to team members handling operational leasehold activities. Oversee workload distribution, performance monitoring, and adherence to service standards. Complaints & Enquiries Manage and quality-assure responses to complex leasehold enquiries. Oversee complaints handling, Member enquiries, and Ombudsman cases, ensuring responses are professional, timely, and compliant with policy. Act as a senior escalation point for complex or sensitive cases. Technical Leasehold Operations Oversee key operational areas including: Sublet and short-let management Leaseback invoice processing Service charge and major works billing documentation Enforcement partnership work Court case preparation Cross-council collaboration on leasehold matters Ensure all documentation is accurate, compliant, and supported by clear audit trails. Financial Responsibilities Collect service charge and major works income, ensuring income targets are met. Provide payment advice to leaseholders and manage disputes effectively. Stakeholder Engagement Ensure all interactions with residents, external agencies, and internal departments are handled professionally. Represent the service in cross-departmental work, legal discussions, and external meetings as required. What This Role Will Achieve The Leasehold Services Team Manager will play a key role in: Strengthening the overall quality, accuracy, and compliance of leasehold services. Ensuring service standards are met across all operational areas. Improving the customer experience through consistent, timely, and well-informed communication. Enhancing team capability through effective leadership and development. Supporting financial sustainability through robust income collection and dispute resolution. Essential Experience, Qualifications and Skills Experience Prior experience working within the leasehold sector (essential). Previous experience managing a small team (essential). Experience handling complex leasehold enquiries and statutory processes. Skills Strong communication skills, both written and verbal. Ability to work confidently in person across Council locations. Strong knowledge of leasehold legislation, billing processes, and customer service requirements. Confident in using Office 365. Strong organisational skills with the ability to manage competing priorities. Qualifications / Memberships No specific memberships required however, relevant housing or property qualification is an advantage. Eden Brown Synergy is an equal opportunities employer. Eden Brown Limited is a limited company registered in England and Wales with registered number 3643845. Our registered address is 5th floor 4 Coleman Street, London, EC2R 5AR, part of nGAGE Specialist Recruitment Limited T/A nGAGE Talent. Please consider the environment before printing this e-mail. This message is intended solely for the addressee and may contain confidential information. If you have received this message in error, please send it back to us, and immediately and permanently delete it. Do not use, copy or disclose the information contained in this message or in any attachment. We take reasonable precautions to ensure no viruses are present in this email but cannot accept responsibility for any loss or damage sustained as a result of computer viruses and the recipient must ensure that the email (and attachments) are virus free.