Maintenance Lead JD

Established in 2021, Leaf Living specialises in providing new-build family homes for rent in the UK. As a leading provider in the private rented sector (PRS), we own and manage quality homes in sought-after neighbourhoods and provide exceptional customer care to our residents.

Leaf Living is underpinned by the support of Blackstone Real Estate and Regis, both of which are recognised for their significant expertise in high-quality private rented housing.

The recent acquisition of two substantial portfolios in the Southeast of England from UK housebuilder Vistry marks a significant expansion and is an exciting milestone as Leaf Living moves towards becoming the UK's largest provider of single-family homes.

As a team, at the heart of what we do is to enrich lives through renting; we deliver positive experiences leading to happy, long-term customers. Our ability to excel depends on nurturing a fantastic company culture, built on collaborating respectfully, thinking proactively, and acting positively.

Job Summary

As Maintenance Lead, you will oversee the delivery of maintenance and facilities management across our residential portfolio. This strategic role is responsible for leading both office-based and field teams, ensuring properties are maintained to the highest standards and turned around efficiently between tenancies.

The ideal candidate will thrive in a data-led environment, using insights to drive performance, optimise processes, and deliver measurable improvements. Strong analytical skills and a meticulous approach to operations will be essential.

Responsibilities

Leadership & Team Management

• Lead and mentor a team of Property Managers, Maintenance Managers and Field Operatives.
• Direct line management of the Property Managers and Maintenance Manager.
• Promote a culture of accountability, service excellence, and continuous improvement.

Maintenance & FM Operations

• Oversee reactive and planned maintenance across the portfolio.
• Manage inspection regimes including void inspections and pre-move out assessments.
• Ensure swift and cost-effective unit turns to minimise void periods and maximise occupancy.

Data & Reporting

• Operate within a data-driven framework to monitor performance, identify trends, and inform decision-making.
• Produce regular reports for the Senior Leadership Team (SLT) covering maintenance KPIs, unit churns, costs, and operational efficiency.
• Use data to drive continuous improvement and strategic planning.

Procurement & Supplier Management

• Lead procurement of maintenance services, materials, and equipment.
• Manage supplier relationships and ensure high standards of delivery and value for money.
• Monitor contractor performance and compliance.

Fleet Management

• Oversee the operational management of company vehicles used by field teams.

• Ensure fleet compliance, maintenance, and cost-efficiency.

Strategic Contribution

• Collaborate with the Head of Property Management to align maintenance strategy with business objectives.
• Contribute to the development and refinement of policies, procedures, and service standards.

This list is not exhaustive and may vary over time as required.

Skills and Competencies

• Proven experience in leading maintenance or FM teams within residential property.
• Experience in unit churn processes and void management.
• Supplier and procurement management expertise.
• Experience in Build to Rent (BTR) or similar residential models highly desirable.
• Fleet management experience desirable.
• Strong analytical skills with the ability to interpret data and drive performance.
• Detail-oriented with a focus on operational excellence.
• Excellent leadership, communication, and stakeholder management skills.
• Positive, resilient, and resourceful attitude.
• Problem-solving approach, able to act on initiative.
• A proactive, can-do attitude, resilience, and the ability to work calmly under pressure while taking ownership of issues. 
• Ability to manage a busy workload, prioritise tasks, and meet deadlines.
• Excellent verbal and written communication skills.
• Competent in using Microsoft Office applications (Word, Excel, Outlook) and comfortable learning new software quickly.

Reporting to

Head of PM

Tenancy Team Manager

Established in 2021, Leaf Living specialises in providing new-build family homes for rent in the UK. As a leading provider in the private rented sector (PRS), we own and manage quality homes in sought-after neighbourhoods and provide exceptional customer care to our residents.

Leaf Living is underpinned by the support of Blackstone Real Estate and Regis, both of which are recognised for their significant expertise in high-quality private rented housing.

The recent acquisition of two substantial portfolios in the Southeast of England from UK housebuilder Vistry marks a significant expansion and is an exciting milestone as Leaf Living moves towards becoming the UK's largest provider of single-family homes.

As a team, at the heart of what we do is to enrich lives through renting; we deliver positive experiences leading to happy, long-term customers. Our ability to excel depends on nurturing a fantastic company culture, built on collaborating respectfully, thinking proactively, and acting positively.

Job Summary

As our Tenancy Team Manager, you will oversee the delivery of tenancy services within our property management function and be central to ensuring a customer-first approach throughout the tenancy lifecycle—from onboarding to move-out and everything in between. You will lead a team of Tenancy Managers and Customer Service Coordinators to ensuring tenants receive responsive, professional, and empathetic support. This individual will operate in a data-driven environment, using insights and analysis to improve service delivery, resolve issues, and enhance tenant satisfaction. You will report directly to the Head of Property Management and provide regular updates to the Senior Leadership Team (SLT).

Responsibilities

Customer Service Leadership

• Champion a culture of exceptional customer service across all tenancy touchpoints.
• Ensure tenants receive timely, clear, and supportive communication throughout their tenancy.
• Lead by example in handling complex or sensitive tenant interactions.

Team Management & Operational Oversight

• Manage and support a team of Tenancy Managers and Customer Service Coordinators.
• Ensure consistent and compliant delivery of tenancy services across the portfolio.
• Promote collaboration, accountability, and continuous improvement within the team.
• Undertaking monthly 1-2-1 reviews, mid-year and annual reviews, driving team performance and adherence to company policies and procedures

Tenancy Services Management

• Oversee all core tenancy functions including, but not limited to:

• Compliance: Ensure adherence to all relevant legislation and internal policies.
• Notices & Legal: Manage the issuance of legal notices and coordination of tenancy-related legal matters.
• End of Tenancy: Lead the end-of-tenancy process including communications, inspections, and handovers.
• Deposit Management: Oversee deposit returns and dispute resolution in line with regulatory requirements.
• Mid-Term Inspections: Ensure timely and thorough mid-term property inspections.
• In-Tenancy Support: Provide guidance and support to tenants throughout their tenancy.

Complaint Handling

• Take ownership of tenant complaints, ensuring they are resolved professionally and promptly.
• Analyse complaint trends and implement preventative measures to improve tenant experience.

Compliance & Risk Management

• Maintain up-to-date knowledge of tenancy law and ensure team compliance.
• Identify and mitigate risks related to tenancy operations and customer interactions.

Data Analysis & Service Improvement

• Use data and insights to monitor service delivery and identify areas for improvement.
• Analyse trends in tenancy issues, complaints, and operational performance.
• Implement changes to improve efficiency, compliance, and tenant satisfaction.

Reporting & Strategic Input

• Report regularly to the Head of Property Management on tenancy operations, service performance, and team development.
• Provide updates and insights to the Senior Leadership Team (SLT) to support strategic decision-making and highlight key risks or opportunities.

Stakeholder Engagement

• Act as a key liaison between tenants, internal teams, and external partners.
• Collaborate with other departments to ensure smooth operational delivery and consistent service standards.

This list is not exhaustive and may vary over time as required.

Skills and Competencies

• Proven experience in residential tenancy management
• ARLA qualification
• Strong background in customer service, complaint resolution, and tenant engagement.
• In-depth knowledge of UK tenancy legislation and compliance requirements.
• Excellent communication and interpersonal skills.
• Detail-oriented with strong organisational and problem-solving abilities.
• Comfortable working in a data-led environment with a focus on analysis and continuous improvement.
• Experience in reporting to senior stakeholders or leadership teams.
• Outstanding customer service skills and excellent verbal and written communication skills.
• A dynamic and driven personality, with a strong zeal for the industry.
• Exceptional organisational competencies.
• Demonstrate ability to work autonomously, confidently taking charge, making informed decisions, and initiating actions.
• Proficient in presenting and interpreting information accurately and professionally.
• Innovative problem-solving skills, with a knack for identifying issues and crafting effective resolutions.

Reporting to

Head of PM

We think this is a special place to work. So, before we get into the detail of this job opportunity, here’s a few words about who we are and what’s important to us.

We’re about delivering lasting commercial, social and environmental benefit

This role sits within our UK Property Business which is about creating sustainable places where business, communities and nature thrive. We’ve been developing and managing neighbourhoods for over 300 years, pioneering change and new ways of thinking about property. Our heartland is in London’s West End and we also invest in vibrant urban places such as Liverpool and across England.

We’re part of something much bigger too. Grosvenor is an international organisation whose activities span urban property, food & agtech, rural estate management and support for philanthropic initiatives. We’re united by a common goal to deliver lasting commercial, social and environmental benefit.

We’re steeped in history but focused on the future

We may have 340 years of history, but we are firmly focused on the future. From progressive environmental action to being at the forefront of community engagement, we work with purpose and embrace change. So diversity of thought and fresh perspectives really matter to us. We want our people to bring everything they are to work. Their life experiences, their knowledge, their unique take on challenges and solutions.

What’s it like to work here?

Well, there is plenty to talk about. It’s purposeful, whether that’s innovative ways to tackle the climate crisis or engaging meaningfully with local communities. It’s commercial and ambitious, which you’ll see in our transformational development projects and diverse investment pipeline. It’s sociable, in our buzzing café and at our many events. It’s challenging, varied and supportive: contributing to inclusion and innovation is part of everyone’s personal goals here. We also enjoy a flexible work environment and, because it’s a family business, we like to think we are a little less corporate too.

Interested? Then take a look at the job details below. We’re looking for someone who wants to build a brilliant career at Grosvenor and we look forward to receiving your application.

Director of Retail Property Management, Operations

Purpose of Role

As part of Grosvenor’s ongoing strategy to provide best in class services that attract and retain occupiers we are seeking a new Director of Retail property management to put Grosvenor at the forefront of the industry for customer centric, value adding, landlord services. This role will be responsible for building on partnerships with our retail, and food and beverage tenants, driving exceptional commercial management across the retail led portfolio, and anticipating and evolving landlord service offerings to elevate Grosvenor to the pinnacle of retail landlords in the industry.

The successful candidate

The successful individual will need to work in harmony with our two asset management retail directors to support the delivery of their district strategies across our key retail streets.

They need to demonstrate a depth of retail and property management expertise to provide constructive challenge and innovative thinking that will; enhance retail district strategies, identify opportunities to use landlord services to elevate retail experience, support the asset management team to; drive revenue, reduce costs to Grosvenor, and provide value for money to our tenants; and deliver Grosvenor’s People and Planet positive strategy.

Responsible for 137 directly managed mixed use properties, 1200 tenants (of which 230 are retailers), and supporting the upkeep of surrounding streetscapes, they will be responsible for the commercial success and service quality of the retail portfolio. They will have experience of developing and leading high performing teams across a hybrid insourced/outsourced structure and will understand how to extract maximum benefit from a supply chain.

Key Responsibilities

• Providing strong leadership, management and oversight to the retail property management team. Set high standards and hold people to account if these are not met. Be prepared to be directly involved in high value and more complex transactions.  

• Creating and delivering the long-term strategy for retail services (property relationship management, Digital services, memberships etc.) to support district strategy delivery, create value for the business and key stakeholders and grow revenue profit. 

• Be an expert in the retail sector with deep market knowledge to identify in demand, market differentiating services early so that we can implement. 

• Overseeing the delivery of exceptional property management services to the retail portfolio. Monitor and drive high performance across the Retail portfolio for the short and long term, ensuring key financial and social metrics are at the centre of decision making 

• Driving revenue profit through rigorous cost management and revenue generation opportunities.  

• Ensuring property management statutory compliance activities are up to date. 

• Embedding Grosvenor’s People and Planet positive activity through our services and tenant engagement. Champion sustainability across the retail portfolio, both directly and indirectly. 

• Work with the finance centre to drive down retail property management related arrears. 

• Be an ambassador for Grosvenor, ensuring we maintain and enhance our long-term reputation with the local community.  Identify and engage actively with the most strategic and highest value tenants to achieve the portfolios commercial and placemaking objectives.  

Key Requirements

• Deep recent experience in the retail sector.
• Extensive of experience in the property management sector.
• Experience of leading high performing teams.
• Strong leadership skills to lead, coach and grow the team – ability to build, inspire and lead very high performing teams.
• Strong project management skills with the ability to manage multiple work streams simultaneously.
• Excellent communication skills, with experience of creating cross organisational alignment.
• Strong analytical skills and experience with using data analysis to drive performance. Ability to lead on value creation, cost control and budgetary management.
• Management consultancy or similar experience would be well received.

We know flexibility is important and take a hybrid approach to working, please contact us for further details.

Grosvenor is proud to be a Disability Confident Committed employer.  If you would like to speak with us for more detail, please contact grosvenor.recruitment@grosvenor.com

We want you to have every opportunity to show us your strengths. There are adjustments available for our process, please contact us on grosvenor.recruitment@grosvenor.com to discuss.