Leasehold Services Team Manager

Unico Recruitment London; Borehamwood; On-site; GBP 42,000 - 56,000; Full time

Job summary

Unico Recruitment London is seeking a Senior Administrator – Team Manager for an office-based role in Borehamwood. You will lead a busy team delivering high-quality service to leaseholders, clients and stakeholders, and work closely with another Manager/Team Leader to drive operational excellence.

This hands-on role requires decisive leadership, strong IT skills including CRM/case management and MS Office, and a track record of resolving complex customer issues while balancing policy with

Qualifications

• Experience leading a customer service and/or administration team.
• Experience in a property management, leasehold, housing, legal, financial services or similarly regulated environment is preferred.
• Confident handling of challenging conversations and escalated complaints.
• Proactive, decisive leader who drives continuous improvement.

Responsibilities

• Lead, motivate and develop a team of six Customer Service and Administration professionals.
• Work collaboratively with a fellow Manager/Team Leader to ensure smooth day-to-day operations.
• Manage workflows, priorities and service standards across the department.
• Take ownership of complex and escalated customer complaints through to resolution.
• Support, coach and develop team members to achieve high levels of performance and accountability.
• Monitor KPIs, service levels and productivity, implementing improvements where required.
• Identify opportunities to streamline processes and improve the customer journey.
• Ensure compliance with company procedures and industry regulations.
• Build strong working relationships with internal departments, clients and external stakeholders.

Skills

Team management

Customer service

Communication skills

Microsoft Office

CRM / case management systems

Tools

Microsoft Office

CRM / case management systems

Job description

Unico Recruitment London is seeking a Senior Administrator – Team Manager for an office-based role in Borehamwood. You will lead a busy team delivering high-quality service to leaseholders, clients and stakeholders, and work closely with another Manager/Team Leader to drive operational excellence.

This hands-on role requires decisive leadership, strong IT skills including CRM/case management and MS Office, and a track record of resolving complex customer issues while balancing policy with