Strutt & Parker – Head of Property Management and Tenancy Services

The role

An exciting opportunity for a Head of Property Management and Tenancy Progression to join a successful Lettings team. You will oversee and lead a team of 10-12 staff to ensure all services across the support line are functioning and presented to the highest standard, consistently exceeding expectations of tenants and landlords. A key part of the role is to foster collaboration, encourage continuous self-development and awareness, and create a proactive and positive working environment that motivates and inspires the support team.

Key deliverables

• Provide support, guidance and motivation to both property management and tenancy support with their productivity and output
• Ensure delivery of timely, proactive and high quality advice to clients
• Manage the team and ensure objectives are set, achieved and aligned with business goals
• Inspire, coach, and mentor staff to develop skills, confidence and independence
• Help investigate customer complaints and propose/undertake appropriate responses
• Co-ordinate and provide regular training to enhance team skills and knowledge
• Support audits of the department and ensure property compliance and best practices
• Explain building issues and regulations to the clients
• Respond to queries via e-mail and telephone promptly and professionally
• Share best practices and encourage innovative solutions within the team
• Monitor overdue workflows/tasks and hold constructive conversations to support improvement
• Identify opportunities to enhance the level of service provided to both internal and external customers
• Direct line management responsibility, ensuring strong collaboration across departments
• Ensure adequate cover during holidays, days off and sickness
• Monitor workload of team members, being proactive in addressing issues that may affect staff morale
• Be the point of contact for the Lettings/Branch managers to resolve issues with the property management team
• Promote a positive and and supportive working culture that encourages teamwork and engagement
• Build, manage and maintain strong relationships with contractors and suppliers. To ensure consistent quality, cost effectiveness, and adherence to service level agreements.
• Idenifty and implement initiatives to grow the managed portfolio from client retention and diversification of the service offerings.

Responsibilities 

• Day-to-day management of the support team, motivating and inspiring them to maximise performance
• Foster a collaborative and supportive environment where ideas and initiatives are shared openly
• Monitor SLA’s and KPIs while recognising and celebrating achievements
• Conduct morning meetings to energise, align, and encourage the team
• Provide guidance with the implementation of new legislation and ensure staff training supports this
• Report results to Head of Lettings Operations
• Assess and support performance management where required, with emphasis on coaching and growth
• Carry out annual performance reviews and set meaningful development goals
• Ensure a consistent and high quality service delivery
• Actively communicate the team vision and support the growth of the Residential business
• Succession plan for the team and encourage self development at all levels
• Delegate effectively to provide challenge, learning, and empowerment for the team
• Promote training opportuntities and professional development to enhance skills and build confidence
• Lead the contractor on-boarding process, aligned with the BNP Paribas Procurement strategies. Making sure we are securing reliable and competitive partnerships
• Stregthen client relationships by delievring solutions and ensuring long term satisfaction and loyalty
• Regularly review own objectives and seek opportunties for personal growth
• Act as a visible, positive ambassador for Strutt & Parker/BNP Paribas Real Estate
• Work with the Lettings Heads to help win business by showcasing the strength and professionalism of the team

Key Skills

• Team Collaboration – foster a culture of openness, support and teamwork to achieve collective success
• Motivation & Inspiration – lead by example, encouraging a positve attitude and high morale
• Self Development – continuously update personal knowledge and support the same in others
• Proactivity – Anticipate challenges, seek solutions, and encourage initative in the team
• Coaching & Training – provide ongoing support, mentoring, and training to enhance skills and career growth
• Fostering Positive Enviroment – create an inclusive, respectful, motivating workplace where staff feel valued and engaged
• Build Teams and Teamwork – guide, direct and unify the lettings team with clear goals and shared success
• Planning and Goal Setting – align team objectives with strategic prioties and monitor progress

Person specification

Qualifications:

• Educated to A-level standard or equivalent as a minimum

Experience

• NFoPP Technical Awared level 3
• Solid experience in a team leader role
• Being a strong commicator and leader
• Have a full undertsanding of Property Management and Tenancy Progression
• Demonstrate a knowledge of the entire lettings development cycle
• Have great interpersonal, relationship building and networking skills
• Self-starter and can work with little supervision and, where appropriate, under pressure
• Coaching/mentoring of others
• Demonstrate a knowledge of the entire lettings development cycle
• Proficient in the use of Word, Excel & PowerPoint
• Previous experience of working to deadlines

We are proud to offer award-winning benefits to support and reward our employees:

• Health & Leisure: Private medical cover, 30 days annual leave + public holidays (the option of purchasing up to 5 additional days via flex benefits), health screening, gym discounts, wellbeing support, volunteering opportunities, cycle to work scheme, eye care voucher, travel & retail discounts, travel insurance, concierge service, kids pass, open fairways golf card, great company culture and social events (including sports teams, charity events, art pass), perks at work 
• Financial: Pension, company car allowance, life assurance at 8 x basic salary, group income protection (long term disability insurance), interest free season ticket loan, bonus scheme – you will be eligible to participate in the Company’s Bonus Scheme, share incentive plan, financial and mortgage advice 

Strutt and Parker is committed to providing a work environment that fosters diversity, inclusion, and equal employment opportunity without regard to race, colour, gender, age, creed, sex, religion, national origin, disability (physical or mental), marital status, ancestry, sexual orientation, gender identity and gender expression, or any other legally protected status.