Job Title – Resident & Property Administration Team Leader
Scheduled Hours: Full Time, Weekdays 8:45am-5:30pm
Salary: £30K
Role Location: Stafford Court, Sale, M33 7PE – Office based
About Us
Ascend are one of the UK's leading Build-to-Rent specialists and a rapidly expanding property business with an outstanding reputation for delivering exceptional service to both our clients and residents.
Due to continued growth, we have an exciting opportunity for an experienced Team Leader to join our Head Office team in Sale. This role will focus on leading a team of Resident & Property Administrators, ensuring excellent service delivery to tenants, supporting the wider business, and maintaining high standards of performance across the department.
The Ideal Candidate
We are looking for an organised, proactive, and people focused Team Leader who can effectively manage a busy workload while supporting and developing a team.
This is a hands-on role, requiring the successful candidate to actively undertake the day-to-day responsibilities of the team while also providing leadership, guidance, and oversight.
They will lead by example, helping to manage workloads, maintain service standards, and ensure the team delivers an excellent experience for tenants and internal stakeholders. The successful candidate will be confident in supervising others, monitoring performance, and ensuring service levels are achieved. They will possess excellent communication and organisational skills, be able to prioritise competing demands, and have a strong commitment to delivering outstanding customer service. Previous experience in a team leader, supervisor or management role is essential. Experience within property management, housing, or a customer-focused administrative environment would be highly advantageous.
Key Responsibilities
- Leading, supporting, and developing a team of approximately five Resident & Property Administrators.
- Taking a hands-on approach to the day-to-day operation of the team, actively managing a property portfolio and undertaking the same administrative responsibilities as the wider team.
- Managing and prioritising workloads to ensure enquiries and administrative tasks are completed efficiently and within service level targets.
- Conducting one-to-one meetings, probation reviews, PDPs, and performance discussions.
- Coaching team members, identifying training needs, and driving performance and development.
- Monitoring productivity, quality, and customer service standards.
- Acting as the first point of escalation for complex tenant and property-related issues.
- Managing a property portfolio and supporting tenants throughout their tenancy journey.
- Responding to tenant enquiries and providing excellent customer service via phone, email, and other communication channels.
- Explaining tenancy obligations and relevant legislation clearly and accurately.
- Liaising with block management companies regarding communal areas and property-related matters.
- Maintaining accurate records and ensuring internal systems are updated correctly.
- Working closely with other departments to deliver a seamless customer experience.
- Providing hands-on administrative support, assisting during busy periods, and leading by example within the team.
- Contributing to departmental projects and continuous improvement initiatives.
Skills & Experience
- Previous experience in a Team Leader, Supervisor, or Management role.
- Strong people management skills with experience conducting one-to-ones, PDPs, and performance reviews.
- Excellent customer service and communication skills.
- A confident and professional telephone manner.
- Strong organisational skills with the ability to manage both personal and team workloads.
- Ability to motivate, coach, and develop others.
- High attention to detail and accuracy.
- Strong problem-solving and decision-making skills.
- Proficiency in Microsoft Office applications, including Excel, Word, and Outlook.
- Previous experience within property management, housing, or a customer-focused administrative environment would be advantageous.
- A positive, proactive attitude and willingness to support colleagues.
Benefits
- Competitive annual leave entitlement, increasing with length of service, plus a day off to celebrate your birthday.
- Early finish every Friday with a 4:00pm finish.
- Annual attendance bonus.
- Paid time off for medical screenings.
- Enhanced company sick pay scheme with service.
- Reduced operating hours over the Christmas period.
- Contributory pension scheme to support your long-term financial wellbeing.
- Employee recognition programmes that celebrate our Values and Behaviours.
- Enhanced Maternity, Adoption and Paternity Pay.
- Monthly team lunches and company-wide training sessions, providing opportunities to connect with colleagues across Ascend.
Pay: Up to £30,000.00 per year
Benefits:
- Additional leave
- Company events
- Enhanced maternity leave
- Enhanced paternity leave
- Free flu jabs
- Free parking
- On-site parking
- Sick pay
Experience:
- management: 1 year (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
