Riverside
Leasehold and Tenancy Services Officer
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Leasehold and Tenancy Services Officer
Leasehold and Tenancy Services Officer
Job Title: Leasehold and Tenancy Services Officer
Contract Type: Permanent
Salary: £35,370.88 per annum (£38,923.44 per annum post successful performance review after 12 months)
Working Hours: 35 hours per week Working Pattern: Monday – Friday, Hybrid Location: Speke, Liverpool
About the Role
What You’ll Do
Provide a customer-focused account management service to all Home Ownership customers, including market and intermediate rent properties, ensuring contractual obligations are met under legislative requirements, compliance standards, and Group policies.
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Manage the end-to-end residential lettings process for Home Ownership, including:
- Sourcing suitable tenants
- Conducting referencing and financial checks
- Preparing accurate and compliant tenancy agreements
- Completing end-of-tenancy and void activity
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Ensure service charge financial management, including:
- Budget planning
- Service charge setting consultations
- Scheme expenditure reviews
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Act as a customer advocate, both internally and externally, ensuring expectations are maintained and appropriate service levels delivered.
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Manage Caretakers within a specified geographic area to deliver quality services to Home Ownership customers.
Role Responsibilities
Core Duties
- Act as Account Manager for shared ownership, leasehold, and assured short-hold rent customers (including commercial properties when required), advocating for customers and ensuring service delivery aligns with cost, quality, and compliance standards.
- Support Group Compliance functions to ensure safe buildings, proactively engaging customers on responsibilities and information-sharing.
- Lead and engage with site-based Caretakers to ensure high-quality servicing of Home Ownership objectives.
- Stay abreast of leasehold legislation and technical lease intricacies to resolve escalated and complex queries effectively.
- Enforce terms of tenancies/leases, handling low-level anti-social behaviours and unauthorised sub-letting.
- Maximize income collection, partner with Shared Service colleagues for payment practices, and provide arrears support (including signposting, home visits).
- Coordinate court proceedings, First Tier Tribunals, and mediation, while representing Riverside in legal cases regionally.
- Set service charge budgets and provide customer query support, facilitating budget and year-end meetings as needed.
- Promote customer engagement through resident committees and ensure constructive feedback feeds into improvements.
- Manage complaints via the Complaint Dispute Resolution process within set timescales.
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Additional Responsibilities
- Travel across the UK for role effectiveness may include occasional weekend/evening work and overnight stays.
- Maintain confidentiality regarding sensitive information.
- Flexible working during operational hours.
- Hold a valid UK driving license with vehicle access.
- Commit to equal opportunities, anti-discrimination, and stakeholder relationship-building.
- Adhere to data protection, information security, and health and safety requirements.
- Collaborate with leadership, reporting processes, and internal/external teams.
About You
Essential Criteria
- In-depth knowledge of leasehold legislation, regulation, and Section 20 requirements.
- Full UK driving licence and vehicle access.
- CIOH (partial/fully qualified) or equivalent qualification/experience in maintenance or related field.
- Attention to detail, ability to work under pressure with strict deadlines.
- Analytical skills with proficiency in providing meaningful management information.
- Comprehensive stakeholders management, both internal and external.
- Customer-focused attitude with strong written and verbal communication skills.
- Initiative, solutions orientation, and commercial awareness.
- Team player with flexibility to meet operational needs.
- Ability to remain calm under pressure in high-stress situations.
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How You’ll Thrive at Riverside
Riverside empowers people to achieve fulfilling lives through regenerating neighborhoods, from supporting homelessness initiatives to advancing social care, employment, and retirement services.
Benefits & Growth
- Competitive salary & generous pension.
- 31 days holiday (includes bank holidays).
- Flexible working, including:
- Self-directed hours (maximum deadlines must be met).
- Investment in learning through professional development programs.
- Generous benefits package.
Diversity and Inclusion
Inclusivity is core to our culture. Riverside values diversity in all forms and fosters a work environment where everyone is respected, supported, and heard. Reducing unconscious bias and building an inclusive community drives both our success and our social impact.
Guaranteed Interview Scheme
Riverside is a Disability Confident Employer and offers a Guaranteed Interview Scheme for candidates with disabilities who meet the role requirements. Applications may close before the deadline, so we encourage early submission.
Key Focus: Compliance, Conflict Resolution, Customer Advocacy, Financial Management, Lease/Lettings Process, Collaboration
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