Assistant Leasehold Officer

Reference: REQ
8046

Description: Full Time / 37 Hours Per Week / Permanent As an Assistant Leasehold Officer, you'll play a vital role in supporting the delivery of high-quality leasehold services, helping the team drive continuous improvement and provide an excellent experience for leaseholders. You'll assist with the day-to-day management of leasehold portfolios, acting as a key point of contact for leaseholders and helping to resolve enquiries relating to service charges, major works, estate management, repairs, billing, and lease obligations.

With a strong focus on customer service and first-contact resolution, you'll respond to telephone and email enquiries while ensuring compliance with relevant legislation and regulations. Working within a close-knit team of three, you'll have the opportunity to make a real impact as the service continues to grow and expand. The role offers exposure to a wide range of housing services, requiring close collaboration with teams including Housing Management, Income Collection, Right to Buy, and Repairs.

You'll also contribute to resolving disputes, supporting compliance activities, and helping to ensure the safety and wellbeing of residents through adherence to fire and building safety requirements. This is an excellent opportunity for someone who enjoys problem-solving, building relationships, and delivering a responsive, customer-focused service. This is a full time, permanent role working 37 hours per week Monday to Friday.

You'll have flexibility in hybrid working being both office based, at Jersey Road/St Matthews or working remotely from home to suit the needs of the service. However, under our New Ways of Working Policy you'll be required to work in the office a minimum of two days a week.

As a Leasehold Support Officer, you'll play a key role in delivering an excellent service to our leaseholders, acting as the first point of contact for enquiries and helping to resolve a wide range of issues. From answering questions about invoices, service charges and billing to providing advice on repair responsibilities under lease agreements, you'll ensure leaseholders receive accurate information and a responsive service.

Working closely with Leasehold Officers, you'll support the effective management of the leasehold portfolio by preparing case files for complex enquiries, responding to emails and correspondence, logging works and business actions, and keeping both colleagues and leaseholders updated on outcomes. You'll be confident managing competing priorities, maintaining accurate records and ensuring enquiries are progressed efficiently. Collaboration is at the heart of this role.

You'll liaise with colleagues across multiple departments as well as a variety of external stakeholders, including elected members and charitable organisations, helping to build positive relationships and deliver joined-up services. You'll also attend leasehold forums and bi-weekly leasehold surgeries, providing support and guidance while helping residents access the information they need.

We're looking for someone who is organised, customer-focused and passionate about delivering excellent service. You'll be an empathetic listener who can quickly understand issues, provide practical solutions and build positive relationships with leaseholders, colleagues and external partners. Strong communication skills are essential, with the confidence to explain information clearly and professionally, both in writing and over the phone. You'll be resilient and able to remain calm, professional and approachable when dealing with challenging situations or unhappy customers.

With a proactive, problem-solving mindset, you'll be comfortable managing a varied workload, prioritising competing demands and ensuring enquiries are resolved efficiently. A keen eye for detail is important, particularly when handling invoices, service charges and billing enquiries. You'll have the ability to identify errors, investigate discrepancies and ensure information is accurate and up to date. Strong administrative and IT skills will help you maintain records, respond to…