Managing Agent

We're thrilled to offer an amazing opportunity for a talented professional to join our dynamic team as a Management Agent Relationship Officer on a permanent basis. You'll primarily be based in our modern Wembley office, ideally located in a vibrant area with excellent transport links. We're also happy to offer flexibility — with the option to work from our offices in Basingstoke or Newbury, depending on your preference.

In line with our flexible working, you'll be able to combine both home and office working arrangements to ensure an optimal work/life balance that suits your personal circumstances and professional requirements.

The Role:

The role involves managing our portfolio of external management companies and agents responsible for approximately 18,000 properties. Responsibility includes meeting the objective that these companies meet their statutory and regulatory obligations while providing our customers with high-quality services that offer value for money.

Key responsibilities:

• Responsible for delivering the right outcome for our customers in a safe and timely way
• Manage all aspects of communication with customers concerning services provided by managing agents or management companies. This includes a proactive approach to addressing customer queries and ensuring that responses are timely and resolve issues effectively
• Close collaboration with the support team to ensure that customer enquiries are handled efficiently and updated regularly. This will ensure that all customer interactions are tracked and managed systematically, maintaining high standards of customer service
• Maintain the matrix of all managing agents to include contracts for cleaning, grounds maintenance, window cleaning, detailing service provision, costs and frequency of payment
• Read, interpret, apply, and explain complex title (i.e. leasehold) documents, structures and provisions
• Ensure a good understanding of variable service charge provisions and practices
• Attend AGMs and resident meetings
• Support the Managing Agent Relationship Manager in the preparation, management and attendance of court cases and present evidence at first tier tribunal hearings as required
• Liaise with freeholders and feedback concerns from their service provider, making recommendations as to what our expectations are
• Continually promote equality and inclusion and customer care in line with organisational aims and objectives

What we need from you:

• Excellent administrative skills to manage own workload
• Ability to meet deadlines and plan and deliver a range of different activities
• Excellent interpersonal skills to support work with customers across a range of circumstance
• Strong communication skills with the ability to adapt approach for different audiences
• Experience of preparing and managing Section 20 and Section 20b notices
• High level of attention to detail

It's a fantastic time to join us at SNG. We have an ambitious corporate plan to deliver an inspiring agenda of change and growth in a sustainable way.

You'll be joining a highly skilled team at the forefront of driving these improvements and we'd love to hear from you to explore your skills and experience further.