The Role
Leading on the strategy, operations, and performance of the freehold property portfolio, this role oversees the end‑to‑end management of assets, statutory compliance, leasehold obligations, financial performance, team development and customer experience
The purpose being to ensure the company is consistently fulfilling its day to day and long-term client/customer offer through delivery of 5-star service within company guidelines
The Person
A TPI/IRPM qualified leader able to inspire & steer the property team in the most profitable and productive ways of working aligned with the company mission and customer service expectations
Required Values & Behaviours
Strive to be the best in the business
Strategic thinker with a hands‑on, solutions‑focused approach
Strong leadership presence with the ability to inspire and motivate teams
Customer‑centric mindset with a commitment to service excellence
High integrity, professionalism, and resilience
Drive continuous improvement and operational efficiency
Stability & Optimism
Job Description
Key Deliverables of the Role
· Primarily responsible for the delivery of a quality property management service to both clients and stakeholders within the overall portfolio of residential buildings
· Undertake & oversee client care and stakeholder liaison utilising all Harper Stone best practice processes via the available IT tools and planning techniques in line with department KPI'S & service level agreements
· Lead by example and demonstrate to the SPMs, PMs and JPMs a "hands on" solution-oriented mind set and practical approach to ways of working and outcomes
· Work in conjunction with the PM team, Legal Associate, Operations Manager & Accounts Department to deliver comprehensive, accurate & timely reporting to the parent company and other relevant parties
Main Duties
Team Leadership
· Lead, coach, and develop a team of property professionals (Portfolio Managers & Administrators) via agenda & actions noted one to ones and formal HR lead appraisals and reviews
· Create a high-performance culture with clear accountability, KPIs, and service standards
· Set objectives, monitor performance, and drive continuous improvement across the department
Strategic Leadership
· Develop and deliver the organisation’s property strategy for all freehold assets
· Implement long‑term plans to protect and enhance asset value, including improvement programmes, lifecycle planning, and sustainability initiatives
· Provide senior leadership on major property decisions, investment cases, and parent company reporting
Operational Management
· Ensure PM teams full adoption of the Mir Qube system and associated reporting capabilities
· Oversee the Depts day‑to‑day resource visibility and availability, including awareness of all major repairs, maintenance, compliance, complaints and claims ensuring the Dept is always covered and effective
· Ensure all properties meet statutory, regulatory, and health & safety standards
· Manage the overall production, review, and implementation of service charge budgets and year end accounts
Financial & Commercial Management
· Oversee property budgets, forecasting, and financial planning for freehold assets
· Ensure robust procurement, contractor management, and cost control
· Identify opportunities for commercial optimisation and value creation
· Deliver a schedule of Block building insurance renewals across the estate in conjunction with the PM team and the accounts department
Stakeholder & Customer Engagement
· Act as the senior point of contact & escalation for clients, leaseholders, residents, external agents, and service partners
· Manage relationships with key legal advisors, surveyors, contractors, and regulatory bodies
· Lead on complex case resolution including disputes, major works consultations (Section 20), and compliance matters arising
Governance & Risk
· Ensure governance frameworks, policies, and risk controls are adhered to across property operations
· Oversee incident management, building safety compliance, and asset risk registers
· Lead audits, regulatory inspections, and internal compliance performance reviews
Financial management
· Prepare the production of annual service charge budgets for properties complete with supporting notes, and ensure client agreement is obtained before demands are issued
· Verify and approve supplier invoices, passing approved invoices to the Accounts Department for payment via Qube ensuring that all invoices are in the client’s name, c/o Harper Stone Property Management and all details correct
· Own and maintain a portfolio wide understanding of block liquidity and current credit control position against all arrears/defaulters and liaise with accounts and legal to improve cash flow positions
· Deliver consistent and "accurate to agreement" invoicing for Paymaster, major works, C&A and ad hoc production services to accounts dept and to agreed timeframes
· Work closely with the accounts team to ensure year end accounts are completed and circulated on time and in full within three months of year-end deadline
Site Inspections
· Create a yearly schedule of site inspections across your portfolio based on location, required frequency and needs of each property
· Proactively ensure that you meet the site inspection schedule with regards to attendance at properties, completing a site inspection form and identifying matters on site
Major Works – Section 20
· Plan the required scheduling of major cyclical & other section 20 works on your portfolio
· Deliver the section 20 process and work with the surveying team in completion of major projects, in accordance with the surveying "ways of working" and S20 best practice project schedule
Maintenance & Service Contracts
· Ensure that the relevant service contracts are in place, e.g. for boilers, lifts, entry phones, television aerials, drains, security, roller shutters, fire protection for all properties
· Regularly review service contracts, agree service levels, identify necessary preventative maintenance and pre-authorise expenditure within agreed parameters (certainly within the confines of the ‘Section 20’ thresholds for works and long-term agreements)
· Instruct reactive maintenance work orders in response to incoming reports. Oversee correct contractor allocation, timescales are in place, and that all open works orders are completed and closed down to ensure prompt, effective maintenance works are carried out and communicated
· Work with the panel of contractors and the assistant property managers to ensure excellent and prompt completion of orders and report to the operations manager regarding weekly progress
Health & Safety
· Take full responsibility in the delivery of H&S compliance across your portfolio
· Action, update and record/file Health and Safety reports (fire risk assessments, water hygiene, asbestos, LOLER,) and arrange for the necessary rectification measures
· Liaise with Health and Safety consultants and contractors, as & where required
Client and Customer Care
· Ensure the highest levels of customer service are upheld and all customers receive 5* service in every instance to all clients and stakeholders in terms of both proactive & incoming communications, phone calls, walk-ins, emails, letters etc
· Prepare for and lead on client meetings, working with the admin team to collate/copy/ distribute all necessary documentation in advance of meetings and hosting any meetings, taking responsibility for the issuing of minutes afterwards
· Demonstrate proactive engagement with clients and leaseholders, ensuring all are kept abreast of issues at the building which may impact on them
Insurance processing
· Manage set-up of new insurance claims and support in progressing these claims with the brokers via the required steps
· Report on claim progress weekly to the CEO & Ops
· Ensure the PM Teams required 35 hours per year CPD is completed and logged monthly in conjunction with the Ops Manager and reported to A-one quarterly
Legislation / Training
· Keep abreast of relevant legislation affecting the property management industry and where appropriate, share information learned with colleagues
· Attend training courses, personal qualification and networking opportunities & seminars
Pay: £45,000.00-£50,000.00 per year
Work Location: In person
