Job Description

This role supports the Director of Operations in overseeing estate management and brings critical estate and property management expertise into the Operations Team. The goal is to help deliver an exceptional resident and tenant experience while driving optimal returns for investors.
This position plays a key role in enhancing operational efficiency, reducing costs, and growing revenue across residential, student accommodation, and public realm assets. It also ensures compliance with leases, loan agreements, property contracts, planning conditions, and fire safety regulations-safeguarding the reputation and liquidity of the assets. Some involvement with retail and commercial property portfolios is expected.
The portfolio currently includes seven operational Private Rented Sector (PRS) assets, with a significant new neighbourhood scheduled to complete imminently.
Key Responsibilities
Oversee estate management activities by third-party managing agents and ManCos, ensuring performance aligns with PMAs (Property Management Agreements).
Review property management services, reports, and KPIs regularly.
Support the evolution of existing PMAs to include updated KPIs and SLAs.
Assist with oversight of fire safety responsibilities for common areas, ensuring compliance with FRA requirements, HRB regulations, BSR registration, safety case reports, and resident engagement strategies.
Prepare operational and compliance summaries ahead of Management Company Board meetings.
Contribute to strategic reviews of estate and property management practices.
Participate in service charge working groups, ensuring budgets are compliant, cost-effective, and aligned with lease covenants and RICS guidance.
Monitor unbudgeted service charge spending in collaboration with Finance and Portfolio teams.
Support the delivery of non-ESG and ESG estate projects, ensuring timely and budget-conscious execution.
Assist in negotiating repair and maintenance service agreements.
Represent estate management in fire safety remediation projects and associated legal strategies.
Develop and maintain internal business plans, budgets, and estate strategy documentation.
Support mobilisation of new developments.
Act as liaison between external property managers and internal development teams regarding basebuild defects.
Establish utility supply agreements during scheme mobilisation.
Assist in managing insurance arrangements, including cost assessments, renewals, and claims.
Help meet planning obligations (e.g., Travel Plans, S106/S278/S104/S38 agreements) and liaise with relevant authorities.
Provide input on long lease structures, focusing on service charges, estate regulations, and management matters.
Contribute to the review of tenancy document templates in collaboration with legal teams.
Support landowner liaison efforts, including agreements for scaffold licences, wayleaves, easements, etc.
Assist with annual asset valuations and loan financing efforts.
Support acquisition and disposal due diligence with the Investment Team.
Draft board materials for senior leadership and ManCo Board meetings.
Maintain accurate property records and assist with management of the Golden Thread of Information.
Appoint and oversee external consultants, managing agents, and legal advisors.
Provide cover for the Director of Operations during absence or leave.
Qualifications & Experience
Technical:
Degree in real estate or related field.
RICS qualified with post-qualification experience.
Deep knowledge of residential property management and landlord-tenant law.
Familiarity with VAT recoverability, utilities, and council tax in residential contexts.
Proven experience with contract negotiation and service procurement.
Understanding of ESG, GDPR, and data privacy regulations.
Strong analytical and financial modelling skills.
Proficient in Outlook, Excel, Word, and PowerPoint. Experience with Yardi is a plus.
Soft Skills:
Strong stakeholder engagement skills across varied functions and external partners.
Ability to manage multiple priorities across diverse assets and operating models.
Independent, results-oriented, and communicative.
Strategic thinker with commercial awareness and a drive for process improvement.
Highly organised with a disciplined approach to meeting deadlines.