Head of Property Management

Job Description

Location: South Kensington

Position: Full-time, office-based

Hours: Monday-Friday, 9:00am-6:00pm

Direct reports: A team of 4-6 Property Managers

Salary: £60,000 per annum + bonuses

About Our Client

Our client is a well-established, London-based estate agency specialising in residential lettings, property management and sales, with a strong focus on providing a high-quality service to UK and international property investors. Full company details will be shared with shortlisted candidates.

Role Overview

Our client is looking for an experienced Head of Property Management to lead and manage a team of 4-6 Property Managers from their West London office. This is a senior leadership position with overall responsibility for the performance of the Property Management department - including team management, KPIs and process oversight, escalated complaints, service standards, and the day-to-day operation and performance of the department as a whole.

The role sits above the Senior Portfolio Manager position, with significantly greater emphasis on team leadership, accountability, performance management, complaints handling and departmental oversight.

Key Responsibilities

• Manage and lead a team of 4-6 Property Managers, providing day-to-day direction, support and supervision.
• Hold overall responsibility for the performance of the Property Management department.
• Set, monitor and report on departmental KPIs, ensuring processes are followed consistently across the team.
• Take ownership of escalated landlord, investor and tenant complaints, resolving issues promptly and professionally.
• Ensure service standards are maintained and consistently delivered across the team's portfolios.
• Take ownership of the day-to-day operation and overall performance of the Property Management department.
• Oversee team compliance with relevant legislation, including gas safety, electrical safety, EPC requirements, smoke and carbon monoxide alarms, deposit protection and applicable licensing requirements.
• Oversee HMO and selective/additional licensing requirements across the team's portfolios, ensuring renewals and compliance actions are dealt with promptly.
• Support performance management within the team, including training, development and addressing underperformance where required.
• Act as a senior point of escalation for significant legal, compliance, maintenance or financial issues within the department.
• Work closely with the Lettings, Tenancy Progression, Accounts and Maintenance teams to ensure a joined-up service.
• Identify and implement opportunities to improve the service provided to landlords and investors across the department.

Experience & Requirements

• Significant experience within residential property, lettings or property management, including experience managing or leading a team.
• Proven track record of managing and developing a team of Property Managers or similar.
• Strong experience independently managing a residential property portfolio.
• Strong working knowledge of UK residential lettings legislation and property management compliance.
• Experience handling escalated complaints and complex landlord, investor or tenant issues.
• Experience monitoring KPIs, processes and service standards across a team or department.
• Excellent written and verbal communication skills, with the confidence to represent the department at a senior level.
• Excellent organisation and time-management skills.
• Strong attention to detail, particularly in relation to compliance and legal documentation.
• Good IT skills and experience using property management/CRM software.
• ARLA Propertymark qualifications are desirable but not essential.