Company: The Freehold Collective (TFC), www.thefreeholdcollective.co.uk
Location: Fully remote, UK based
Engagement: Freelance, paid hourly, circa £20 per hour, reviewed as the role develops
Hours: Approximately 15 to 20 hours per week initially, with agreed core hours
Reporting line: Reports to the Senior Account and Operations Lead
About TFC
The Freehold Collective is a highly respected leader in simplifying the complex process of freehold acquisitions for UK homeowners. Founded over 16 years ago, our approach combines deep industry experience with consultancy and stress free project management, so homeowners can own their building's freehold efficiently and reliably. We act for homeowners only.
The Role
TFC is recruiting an Account Manager to run a portfolio of leaseholder cases from enquiry through to completion.
This is a hands-on delivery role. You will be the day to day point of contact for your clients, coordinating solicitors, surveyors and leaseholder groups, and keeping every case moving. You will receive training in leasehold enfranchisement, in project management and in the technical side of the work, and ongoing support from an experienced team. What you bring is organisation, clear communication and personal ownership of your projects.
You do not need experience in leasehold enfranchisement or UK property. We train from scratch. We are far more interested in how you handle clients, how you work with colleagues, and whether you follow through on what you say you will do.
Core Responsibilities
1. Project and case management
- Manage a portfolio of collective enfranchisement, right to manage and lease extension cases end to end.
- Take personal responsibility for the quality and timeliness of your own work, with support available whenever you ask for it.
- Keep projects moving to the agreed timeline, and flag anything drifting off target early rather than after the fact.
- Support the commercial side of your projects, working efficiently so that cases remain viable for TFC and good value for the client.
2. Client and partner communication
- Act as the primary client contact, and be responsive, proactive and straightforward with people who are often unfamiliar with the process.
- Translate advice from solicitors and surveyors into plain language a client can act on.
- Build and maintain professional relationships with external partners, who are a significant source of TFC's reputation and work.
- Ask satisfied clients for online reviews as a normal part of concluding a case.
- Escalate anything sensitive or at risk immediately. We would rather hear bad news early than a good story late.
3. Systems, records and reporting
- Keep Asana and our other internal systems accurate and current, including communication logs and next actions.
- Keep your timesheet up to date, without prompting.
- Give factual status updates. No spin, and no filtering out the difficult parts.
4. Team working
- Communicate clearly about your workload, and both ask for and offer help.
- Handle new enquiries professionally and pass on what the team needs to qualify them.
- Leave proper handover notes before any planned absence, so nothing stalls while you are away.
How the Role Can Develop
This is a delivery role, and it is a real job in its own right. That said, TFC is growing. For someone who delivers consistently, there is scope over time to take on a larger or more complex portfolio, more autonomy on difficult matters, and a reviewed rate to match. Any of that follows demonstrated performance, not assumptions made at interview.
Ideal Candidate Profile
Essential
- Strong organisation and prioritisation. You can hold a number of live matters at once without losing track of any of them.
- Excellent written and spoken English, and the ability to explain something complicated simply.
- Experience of dealing directly with clients or customers, in any sector.
- A track record of working well as part of a team, including coordinating other people's input to get something finished.
- Comfortable working independently in a fully remote, freelance environment with light supervision.
- Confident with everyday remote working tools, and willing to learn new systems and processes.
- A demonstrable habit of raising problems early rather than concealing or minimising them.
Helpful but not required
- Project coordination, case handling, customer service or administrative support experience.
- Any exposure to property, legal or other professional services environments.
Integrity and Trust
This is a non negotiable part of the role, not a soft preference.
- We need someone who reports honestly, both when the news is good and when the news is bad. Problems that get masked or minimised, rather than raised, cause far more damage than the problem itself.
- References will be taken up and checked directly, not just read.
- Any inconsistency between a candidate's account of past work and what a reference or check confirms will end the process at that stage, regardless of how far along it is.
- We are looking for someone who is straightforward to work with day to day. No games, no managing up through charm instead of delivery, and no letting colleagues carry problems that should have been flagged.
Interview Process
- Interview exercises are conducted live and unaided.
- Candidates may not use AI tools, scripts or pre prepared prompts during any live interview exercise or task. Written take home tasks may reasonably involve normal tools including AI, but live exercises must reflect the candidate's own unaided thinking and communication.
- Use of AI assistance during a live exercise, or answers that read as AI generated rather than the candidate's own voice, will end the process.
- CVs are also screened for signs of AI fabrication before the interview stage.
Engagement Terms
- Freelance basis, paid for hours worked at the agreed hourly rate.
- A performance bonus is available where a project's commercial performance exceeds the agreed threshold. The measure and the rate are set out in the engagement contract.
- The engagement can end without notice on either side, consistent with TFC's freelance model.
- Flexible working hours and days, with agreed core hours to overlap with the team and with clients.
- No benefits beyond the agreed hourly rate.
- You provide your own equipment, and you are responsible for your own tax and National Insurance.
- This is a fully remote role.
Pay: £20.00 per hour
Work Location: Remote
