Head of Property Management

Overview

In this role you will lead the Property Management department within a London-based estate agency, guiding performance and service delivery. You will shape team capability, set and monitor KPIs, and manage complex landlord, investor, and tenant issues. The position emphasizes compliance, licensing, and cross-team collaboration to ensure a high-quality, joined-up service. This is a senior leadership opportunity to drive operational excellence and client outcomes.

Responsibilities

• Manage and lead a team of 4-6 Property Managers with day-to-day direction and support
• Own the overall performance of the Property Management department
• Set, monitor and report on departmental KPIs and enforce consistent processes
• Handle escalated landlord, investor and tenant disputes promptly and professionally
• Maintain service standards across portfolios and oversee day-to-day operations
• Ensure compliance with legislation (gas/electrical safety, EPC, alarms, deposits, licensing) and oversee licensing requirements
• Support performance management through training and addressing underperformance
• Act as senior escalation point for legal, compliance, maintenance or financial issues
• Collaborate with Lettings, Tenancy Progression, Accounts and Maintenance teams for a joined-up service
• Identify opportunities to improve service for landlords and investors

Key requirements

• Significant experience in residential property, lettings or property management with leadership experience
• Proven track record in managing/developing a team of Property Managers or similar
• Strong experience in independently managing a residential property portfolio
• Strong knowledge of UK residential lettings legislation and compliance
• Experience handling escalated complaints and complex issues
• Experience monitoring KPIs, processes and service standards
• Excellent written and verbal communication, including senior-level representation
• Excellent organisation/time-management and attention to detail
• Good IT skills and experience with property management/CRM software
• ARLA Propertymark qualifications are desirable but not essential

• communication
• leadership
• problem-solving
• attention to detail
• property management/CRM software
• KPI tracking and reporting

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