Job Description

Resales and Staircasing Team Leader

Contract Type: 9-month contract with potential for permanent management position at the end.
Location: Croydon
Job Type: Hybrid (Office in Croydon on Tuesdays and Wednesdays, remote the rest of the week)
Hourly Rate: 34.37ph Umbrella

We are recruiting on behalf of one of the largest housing associations in the UK for a Resales and Staircasing Team Leader to oversee a team of 6 Resales and Staircasing specialists.
This role is crucial for leading high-quality, customer-focused services across shared ownership resales and staircasing transactions.
The successful candidate will be responsible for the line management of the team, ensuring efficient service delivery, compliance, and excellent customer experience.

Day-to-day of the role:

1. Manage and support the Resales and Staircasing team, ensuring a high level of performance and customer satisfaction.
2. Monitor team performance against SLAs, KPIs, and customer satisfaction metrics.
3. Conduct regular one-on-ones, team meetings, and performance reviews to foster a strong, engaged team culture.
4. Ensure team members are well-trained and understand their roles, providing access to coaching and training as needed.
5. Act as the first point of escalation for team-related queries, complaints, or customer concerns, resolving issues where possible.
6. Implement process improvements to streamline workflow and enhance the customer journey.
7. Maintain compliance with policies, controls, and regulatory requirements, escalating governance or risk concerns as necessary.
8. Collaborate with internal teams to ensure smooth case progression and issue resolution.
9. Support the Head of Home Ownership Revenue in operational communications and represent the team in operational-level meetings.

Required Skills & Qualifications:

Proven experience in large-scale conveyancing operations and an understanding of the Shared Ownership sales and staircasing process.
Competency in reviewing and interpreting leases.
Excellent communication skills, both oral and written, adaptable to a variety of audiences.
Strong customer service skills, personal integrity, and credibility with a proven ability to collaborate with colleagues.