Homeowner Services Manager

Overview

Lead Homeowner Services team, overseeing lease management, digital portal, and customer experience.

Key Responsibilities

• issue resolution
• team leadership
• lease management
• staircasing
• portal enhancement
• report generation

Tasks

The role of Homeowner Services Manager at Sage Home will lead the Homeowner Services team, ensuring high-quality service delivery to shared ownership customers. This role focuses on enhancing customer experience, driving digital engagement, and improving operational efficiency. The manager oversees the entire customer journey—from onboarding to ongoing support—while ensuring compliance with policies and standards. -Resolve customer issues, complaints, and covenant breaches via the Sage portal. -Lead and manage the Homeowner Services team, fostering performance and development. -Oversee lease management, rents, service charges, and contractual obligations. -Promote staircasing opportunities and manage related processes. -Drive digital transformation, including improvements to the ‘My Sage Home' portal. -Produce reports and KPIs, including arrears analysis and recommendations.

Requirements

• digital housing
• excel
• leadership
• coaching
• leasehold management
• problem solving

What You Bring

This role is based from our Northampton office on a permanent contract, you will be required to be in Northampton a minimum of 3 days per week. -Skilled in digital housing systems and Microsoft Excel. -Proven leadership experience with a focus on coaching and team development. -Highly organised, customer-focused, and proactive in problem-solving. -In depth knowledge of leasehold management, staircasing, and service charge budgets. -Able to manage complex defect cases and legal relationships with managing agents.

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Benefits

Since 2017 we have delivered around 17,000 new homes across affordable rent, shared ownership and social rent for individuals and families. In 2021 Sage Homes became the largest provider of new affordable housing in England, and we continue to deliver high quality affordable homes across the country. We have invested more than £3 billion into high-quality affordable housing. Our entrepreneurial spirit combined with our technical expertise has got us to where we are today and will enable future sustainable growth. -Workplace Pension - matching personal contributions up to 5% -25 days holiday, and an additional day for every year's service (up to five years) -Annual discretionary bonus scheme -A health cash plan, with financial support for a range of options including physiotherapy, opticians, dental and private online GP sessions -Study support package, helping you achieve your personal and professional development ambitions

About Sage Homes

-Partners with major housebuilders and councils to acquire new homes under section 106. -Delivers high-quality Shared Ownership and Affordable Rent properties. -Targets 30,000 homes by 2030. -Revenue of £227 million in 2022. -Typical projects include council-allocated rentals and Shared Ownership developments. -Has become England’s largest newly built affordable housing provider in just a few years.

Sector Specialisms