Leasehold Operations Manager LBHF623223

Job Details:

Salary range: £56,436 - £59,574 per annum
Work location: 145 King Street, Hammersmith, London, W6 9XY
Hours per week: 36 
Contract type: Permanent   
Vetting requirements: Basic DBS Check  
Closing date: 6 March 2026
Interview date: Week commencing 16 March 2026
Contact details for Informal discussion: Ciaran Maguire, Head of Homeownership Services via email: [email protected]

About the role

At Hammersmith & Fulham, we are ambitious in reforming the council to ensure this is a place for everybody. Within the Economy department, we aim to be efficient in everything that we do. We believe our residents deserve a place that is safe, clean and green, with high quality services they can rely on.

This is a new and high impact leadership role at the heart of our ambition to deliver a modern, trusted and resident focused leasehold service. With around 5,000 leasehold homes, we are transforming how we support and engage leaseholders by creating a dedicated Leasehold Operations Team. 
As Leasehold Operations Manager, you’ll lead this transformation - setting direction, building capability and embedding a best in class, compliant and customer centred service. 

Reporting directly to the Head of Leasehold Services, you’ll provide both strategic oversight and hands on leadership, overseeing a team of Leasehold Operations Officers and an Assignment Officer, while influencing service design, policy and decision making across the Council. If you’re a confident leader with deep leasehold expertise, commercial awareness and a passion for resident experience, this role offers real scope to make your mark. 

What you’ll be responsible for 

• Leading a high performing service: You’ll create and lead a specialist leasehold operations function, setting clear priorities, standards and ways of working. You’ll motivate and develop your team to take ownership of issues, resolve complex cases end to end and deliver consistently excellent outcomes for leaseholders. You’ll establish performance frameworks and KPIs, monitor delivery, and drive continuous improvement - ensuring the service remains resilient, efficient and forward looking.


• Shaping strategy and driving change: As a senior operational leader, you’ll help shape service strategy and operational planning, deputising at directorate level where required. You’ll influence policy development, introduce new approaches and champion innovation, including digital solutions that improve transparency, efficiency and resident experience. You’ll horizon scan, benchmark against best practice and ensure our leasehold service remains compliant, modern and highly regarded.


• Being the expert voice: You’ll act as the team’s leasehold subject matter expert, providing authoritative guidance on property law, service charges, compliance and operational risk. You’ll steer the service through complex issues - from breaches of lease and tribunal cases through to lease variations, assignments and certificates - balancing legal compliance with a strong customer focus. You’ll represent the Council in tribunals, negotiations and high profile cases, managing risk and protecting reputation.


• Delivering value and financial stewardship: You’ll act as the lead operational budget holder, overseeing financial planning, forecasting and value for money. You’ll identify opportunities to optimise income, improve recovery and deliver innovative approaches to leasehold services, including lease extensions, freehold sales, aftersales and buy back initiatives. You’ll work closely with colleagues to ensure service charges are collected effectively and statutory timescales are met.


• Putting residents at the centre: You’ll champion a resident focused culture, shaping engagement strategies and ensuring communication is proactive, clear and meaningful. You’ll use insight, data and feedback to design service improvements and embed co production with leaseholders. You’ll attend and support resident forums, community events and stakeholder meetings, acting as a visible and trusted leader. 

What we're looking for:

We’re looking for an experienced and confident leader who combines technical leasehold expertise with strategic thinking and people leadership. You’ll bring: 

• Proven experience leading leasehold or property services in a complex environment


• Strong knowledge of leasehold law, compliance and best practice


• The ability to lead teams through change and build high performance cultures


• Financial acumen, sound judgement and commercial awareness


• Exceptional communication, influencing and stakeholder management skills


• A genuine commitment to excellent customer service and resident satisfaction 

This is a rare opportunity to build and shape a service from the ground up, with the authority, autonomy and senior visibility to deliver real change. You’ll work with passionate colleagues, engage directly with residents and play a key role in strengthening trust, transparency and service quality. 
If you’re motivated by complexity, accountability and making a visible difference - this role is for you. Our mission is to be the best council. To do this we need the best people to help build our vision. If you’re looking to develop your career in a fast paced, professional environment whilst making a difference, then we look forward to hearing from you. 

Please refer to the Role Profile for more information. 

Role Specific Qualifications:

You will be degree educated (or equivalent) and ideallyhold - or be working towards - a professional housing or property qualification. 

Our People Values:

How we act defines who we are. At the heart of our organisation is a common approach to defining ‘who we are’. We are looking for people who can build this into everything they do.

We are fair

We treat everyone with compassion, dignity and fairness. We value the views and opinion of others, and promote benefits and opportunities for all.

We are caring

We care about our borough and doing things well. We focus on standards and continuous improvement; learning from our mistakes and celebrating success.

We are collaborators

We work together for a better society. We work with our residents, businesses, schools, third sector and others for better outcomes for everyone.

We are driven

We will only settle for the very best. We seek to continually improve and put our residents, customers and businesses at the heart of everything we do.

Our commitment to you:

At H&F you will have access to a comprehensive total reward package as well as joining a flexible working employer and as such all staff can request flexible working Click HERE to find out more.

We believe an inclusive workplace is about the visibility and representation of our local diverse community - it is about open and transparent decision making co-produced with staff and residents.

It is about respect for diversity and a shared identity that seeks to encourage fair and transparent recruitment, retention, and career progression. We take a proactive approach to equity, diversity, and inclusion so that it is part of the fabric of the Council with a shared understanding of the role all colleagues play in realising the inclusivity of the workplace. At H&F, our workplace ensures that everybody has equitable access to opportunities.

In order to combat discrimination, no unnecessary conditions or requirements will be applied which could have a disproportionately adverse effect on any one group. All sections of the population will have equitable access to jobs. No applicant or employee will receive less favourable treatment because of their age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage or civil partnership and pregnancy or maternity, unless a Genuine Occupational Qualification (GOQ) applies.

We are committed to safeguarding and promoting the welfare of children, young people and adults. We expect all employees, workers and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect this commitment.

To explore more about the work we do towards being an inclusive employer and our commitments to achieve this please click HERE.

Asking for Adjustments

We are committed to removing barriers in the workplace and this includes adjustments throughout the recruitment process.

If you would like to discuss any adjustments or request the application form in a different format, please contact us at [email protected] or by post to The Town Hall, King Street, Hammersmith W6 9JU