Estate Operations Manager

We are looking for an experienced manager who will be responsible for leading, managing and motivating a team of estate management staff, under NHG’s Placemaking Principles as well as large service contracts to deliver a first class service to our residents on a large multi-tenure estate across all tenure types.

Main Responsibility

Deliver first class on-site management service to customers within your portfolio, including the provision of appropriate and responsive services.

Deliver exceptional services against the placemaking principles; estate management, customer, community and brand.

Work in partnership with the development team to support rehousing, effective handover of new homes, design/planning of new mix tenure homes and the Social Economic Teams to identity and deliver community and socio-economic development that support overall inclusive development of the estate.

Deliver improved resident satisfaction results in line with the budget seeking ways to make costs savings wherever possible.

Ensure the team achieves estate and property management targets effectively and economically.

Build good relationships with contractors, including sourcing new contractors, and other stakeholders.. Ensure you manage and monitor contractor performance to ensure the estate management team acts as a robust client and that any agreed contracts and SLAs are fulfilled.

Ensure maintenance contracts are in place for all M&E equipment by working with Asset Management or the original installer so that they are maintained in accordance with manufacturers recommendations.

Encourage your team to be creative and curious in all aspects of their work – including building excellent and effective relationships with other NHG teams and other stakeholders (principally the local authority).

Ensure rents and service charges are set in line with tenancy agreements & leases and that the estate meets its legal and regulatory requirements.

Provide high quality business and performance reports to management teams and other internal and external stakeholders.

Drive your team to deliver services on a budget and seek ways of improving cost effectiveness whilst delivering ways of increasing income.

Be responsible for finding creative solutions to address residents individual needs by accompanying your team on visits and inspections and meeting and listening to residents feedback.

Ensure repairs are carried out quickly, efficiently and economically and that the team are gathering feedback from the customer and quality checking completed works.

Develop effective approach to the integration of new homes as they are handed over. (this will not be relevant on existing estates role profiles only for new build sites)

Lead on the complaints process to ensure that staff provide quality responses in line with our complaints procedure.

Sign off on work orders to ensure legal and contractual requirements are met.

Act as the responsible person for ensuing the estate is H&S compliant ensuring the safety of our residents in their homes at all times.

Prepare and implement, where necessary, risk maps, business continuity and disaster recovery plans.

Be responsible for ensuring that all properties within management have the correct buildings insurance and that staff keep an up to date certificate of cover for each of their schemes.

Be responsible for ensuring all Fire Risk Assessment actions are completed on time and in line with our internal policies and procedures.

Provide high quality reports and deliver presentations when necessary.

The Ideal Candidate

We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation. You don’t need to have worked in housing before, you might just be starting out or you’ll be looking for a career change

Mandatory

• Thorough understanding and experience of working on or as part of multi-tenure estates.
• Significant experience in setting, billing & collecting Service Charges
• Recent experience of creating and implementing large scale estate management strategies
• Experience of working in partnership with local stakeholders.
• Recent experience of managing a team of property professionals as well as multi- skilled operatives or an ability to show that you could
• Thorough understanding of the relevant legislation, statutory and regulatory requirements related to the estate and property management
• Experience of analysing processes and services to improve customer satisfaction and increase revenue
• Experience of managing projects to deliver successful outcomes
• Experience of using business intelligence systems or databases to provide accurate management reporting
• Experience of successfully managing and completing data analysis and service recovery projects
• Good spoken and written English
• Qualifications required:- Level 4 in Leasehold Management or its equivalent. Candidates working towards this qualification would be welcome to apply.

Desirable

• Experience of working on estate regeneration projects or estate where significant change has taken place.
• Experience delivering a customer focused service, managing expectations, and acting with integrity.
• Experience analysing customer data and taking appropriate actions to ensure compliance with standards.
• Experience identifying best practice to develop strategies to improve customer satisfaction
• Experience being accountable for the accuracy and completeness of your work, remaining calm under pressure, making informed and reasonable decisions.
• Experience tackling difficult situations with skill and composure to identify appropriate solutions for yourself and others.
• Experience resolving escalated complaints and implementing lessons learned
• Experience of engaging effectively and inclusively with residents and delivering difficult messages clearly and effectively, with respect, sensitivity, and empathy.
• Experience offering support, guidance, and development to a team, ensuring that they deliver on their responsibilities.
• Experience of working in partnership with internal and external stakeholders to deliver change and service improvement.
• Candidates who have a level 2 or 3 qualification in leasehold management or equivalent would be welcome to apply if they are willing to study further to gain professional membership.
• We would welcome applications from members of The Property Institute (formerly the Association of Residential Managing Agents and The Institute of Residential Property Management).

What’s in it for me?

After succeeding in this role for a year or two, the next role you could move into would be Senior Estate Operations Manager. As part of our team, you will have access to professional qualifications and career opportunities across our Notting Hill Genesis business. You will also receive a generous holiday entitlement of 25 days, rising to 27 days after 2 years of service. You will also receive a simply health cash plan to help cover the costs of your everyday healthcare expenses (eg opticians, dentist, physio), generous pension scheme, and enhanced maternity pay and leave / shared parental leave options / paternity leave and access to our employee assistance programme for confidential support.

Benefits

In return we offer:

• Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
• Generous pension scheme
• Enhanced maternity, paternity and adoption pay – we offer enhanced maternity and adoption pay in addition to statutory entitlements (qualifying period may apply)
• Employee assistance – free confidential advice and counselling services provided by independent specialist organisations
• Health cash plan
• Staff discounts – we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance and much more
• Interest free loans: season ticket loan, tenancy deposit loan and training loan
• Cycle to work scheme
• Life Assurance x 4 annual salary

Selection process

Step 1 If you are interested, please send your application now

Step 2 Successful candidates will be selected for an interview and to give a presentation week commencing 19 February 2024

Please apply for this role with us online. If you are not able to apply online, please contact our HR team via [email protected] to discuss your requirements.

NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity.

About The Company

Notting Hill Genesis is now one of the largest housing associations in London and the south east. We own and manage more than 67,000 homes and employ around 1,500 staff. We provide homes across a range of tenures and are committed to continuing to deliver housing that is affordable to all. Our roots reach back to the 1960s when our legacy organisations were established by local people who shared a similar vision – to house west London’s working poor, providing them a home from which to build themselves and their families a secure future. For more information on what we do and what makes us different please visit:

Our people

We value our people and both respect and celebrate their differences. We’re proud to say that our colleagues come from different backgrounds, with varied outlooks and are from all over the world. We encourage and are committed to diversity. We know that when people with varied experiences and unique points of view come together, it makes us a stronger organisation and more able to help the wide range of residents that we serve. We want all our colleagues to bring their full selves to work in a culture and environment based on respect and fairness, regardless of role, background or ability.

Our pledges

We are proud signatories of the G15 group’s diversity pledge to encourage more diversity in the boardroom and at senior level. The pledge on ethnic diversity commits NHG to reflect the ethnic diversity of the communities we work in at all levels and particularly at senior managerial, leadership and board levels.

We have under-representation of ethnically diverse colleagues at this level and are keen to fill this gap. We welcome applications from everyone. For this role, we especially encourage ethnically diverse candidates to join us and be part of an inclusive culture that celebrates diversity, equality of opportunity and provides a place for you to grow your career.

We are also a Stonewall Diversity Champion, a Disability Confident employer and have signed up to Harry’s Pledge. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation.

To find out more about Diversity and inclusion at NHG, please visit