Homeowner Services Manager (0817)

Sage Housing; Northampton; On-site; GBP 80,000 - 100,000; Full time

Job summary

An innovative housing organization in Northampton seeks a Homeowner Services Manager to lead the team, enhance customer experience, and oversee lease management and service charges. Candidates should have leadership experience and in-depth knowledge of leasehold management and digital systems. This role offers comprehensive benefits including a bonus scheme, health cash plan, and study support.

Benefits

25 days holiday plus additional leave

Annual discretionary bonus scheme

Health cash plan for various options

Study support package

Workplace Pension with matching contributions

Cycle to Work scheme

Electric car scheme

Wellbeing support

Two days' paid volunteering leave

Charity fundraising support

Qualifications

• In-depth knowledge of leasehold management and service charge budgets.
• Proven leadership experience focused on team development.
• Ability to manage complex defect cases and legal relationships.

Responsibilities

• Lead and manage the Homeowner Services team.
• Oversee lease management, rents, and service charges.
• Resolve customer issues through the Sage portal.
• Drive digital transformation initiatives.
• Produce reports and KPIs including arrears analysis.

Skills

Leasehold management

Team leadership

Digital housing systems

Microsoft Excel

Customer focus

Job description

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About Sage Homes

Sage Homes is an innovative Blackstone and Regis business addressing the housing crisis in England by making good homes affordable for people across the country who need them.

Since 2017 we have delivered around 17,000 new homes across affordable rent, shared ownership and social rent for individuals and families. In 2021 Sage Homes became the largest provider of new affordable housing in England, and we continue to deliver high quality affordable homes across the country.

We have invested more than £3 billion into high-quality affordable housing. Our entrepreneurial spirit combined with our technical expertise has got us to where we are today and will enable future sustainable growth.

About the role:

The role of Homeowner Services Manager at Sage Home will lead the Homeowner Services team, ensuring high-quality service delivery to shared ownership customers. This role focuses on enhancing customer experience, driving digital engagement, and improving operational efficiency. The manager oversees the entire customer journey-from onboarding to ongoing support-while ensuring compliance with policies and standards.

This role is based from our Northampton office on a permanent contract, you will be required to be in Northampton a minimum of 3 days per week.

• Lead and manage the Homeowner Services team, fostering performance and development.
• Oversee lease management, rents, service charges, and contractual obligations.
• Resolve customer issues, complaints, and covenant breaches via the Sage portal.
• Drive digital transformation, including improvements to the 'My Sage Home' portal.
• Promote staircasing opportunities and manage related processes.
• Produce reports and KPIs, including arrears analysis and recommendations.

About you

• In depth knowledge of leasehold management, staircasing, and service charge budgets.
• Proven leadership experience with a focus on coaching and team development.
• Skilled in digital housing systems and Microsoft Excel.
• Highly organised, customer-focused, and proactive in problem-solving.
• Able to manage complex defect cases and legal relationships with managing agents.
• Committed to fostering an inclusive, respectful, and responsive environment.

We are committed to ensuring you have the best career here at Sage. As well as regular support and guidance from your manager you can expect to receive a variety of learning and development opportunities to support you as you grow within our business. This includes internally and externally delivered development programmes and opportunities to study for professional accreditations and qualifications.

Culture and benefits:

At Sage Homes, we want to empower diverse, ambitious people to thrive. We are fast-paced and inclusive, and encourage our people to use their passion, curiosity and inventiveness to help us create safe places for our customers to flourish.

To make sure our colleagues feel welcome and cared for, we provide a suite of excellent benefits, including:

• 25 days holiday, and an additional day for every year's service (up to five years)
• Annual discretionary bonus scheme
• A health cash plan, with financial support for a range of options including physiotherapy, opticians, dental and private online GP sessions
• Study support package, helping you achieve your personal and professional development ambitions
• Workplace Pension - matching personal contributions up to 5%
• Cycle to Work scheme, helping you save up to 40% on a new bike and accessories
• Electric car scheme, enabling you to rent a brand-new electric car at low-cost payments
• Wellbeing support through MyndUp
• Two days' paid volunteering leave a year, allowing you to support causes you care about
• Charity fundraising support, with match-funding up to £1,000 for good causes

We believe that investing in our people is key to our success. Our benefits are designed to support your well-being, professional growth, and work-life balance, ensuring you feel valued and empowered to make a difference every day.