Estates Management Group Lead

Make a Home at Taylor Wimpey

At Taylor Wimpey, we don’t just build houses; we build futures. Not just for the people who live in our homes, but for our own people too. When we bring our collective skills together, we make amazing things happen - for ourselves, for each other and for our customers. There are incredible opportunities on your doorstep, and we want you to discover them all. 

With 22 regional offices across the UK and operations in Spain, we bring our vision to life locally. Here, you’ll be given the tools to develop your skills and the freedom to explore new avenues. Share your ideas, experience a no-blame culture, and shape your work around your life.

Every single one of us plays a vital role in bringing to life incredible places and spaces, where anyone can thrive. We believe in making a positive difference to our planet, as well as to people. 

Home to work that matters, and you can be a part of it.

Job Summary

As a subject matter expert, the Director of Estates Management is responsible for ensuring all new developments and legacy developments where we retain a legal interest, are secure and well maintained places for our customers to live. They will do this by acting as an advisor to our regional teams, supporting them to set up Resident Management Companies (RMC’s) correctly by providing guidance and knowledge, driving consistency and standardisation of approach and holding our teams to account for the way they manage this process. They will also establish group wide relationships with our Preferred List of Managing Agents, overseeing their performance and acting as point of escalation where there are concerns or problems.
The main focus of the role will be on working cross-functionally to drive improvements and efficiencies in terms of service to customers and holding Managing Agents/Factors to account in relation to the quality and value for money of the services they provide. The role holder will support our regional Business Units to ensure End-of-Site, handover and adoption processes are being adhered to and evidence of execution of statutory duties is provided and recorded, so that Managing Agents/Factors can effectively takeover the management of the development and/or apartments. 
The role holder will effectively advocate for the Voice of the Customer on our developments. 

Primary Responsibilities

Advocate for Voice of Customer

• Acts as a role model across the Group in the delivery of great customer service and always demonstrates positive behavior when  discussing or interacting with customers
• Establishes the customer and Building Safety standards by which our Preferred List of Managing Agents and/or Factors are assessed on their delivery of customer service and acts as owner of the Preferred List of Managing Agents
• Minimises reputational risk by ensuring complaints, social media contacts and 3rd party claims and cases relating to Managing Agents/Factors are managed by the regional Business Units in the most appropriate way and acts as a point of advice and support for escalated complaints

Drives operational performance to achieve key business objectives

• Ensures our regional Business Units are compliant with the RMC process, identifies where there are inconsistencies and works with the regional team to address these. They will also regularly review the RMC process and supporting documentation to ensure it continues to be fit for purpose. 
• Builds relationships with Managing Agents and/or Factors to ensure they understand our expectations of their customer commitments and provides feedback where appropriate to ensure continuous improvement of their service offering
• Ensure teams are aware of responsibilities for handover of information to maintain the golden thread (particularly Gateway 3 on HRBs under Building Safety Act), this includes details on fire safety (Part B), ventilation (Part F), energy efficiency (Part L), and overheating prevention (Part O)—collectively referred to as “BFLO information” and also includes “as built” completion certificates.
• Ensures that teams and Managing Agents correctly identify the Principal Accountable Person or Accountable Person in respect of Higher-Risk Buildings and are discharging their duties in this regard and can provide recorded evidence to demonstrate this, as required by the Building Safety Act.
• Supports the Technical Team to ensure all safety measures and documentation provided by Managing Agents and/or Factors are complete and accurate before submission to the Building Safety Regulator (BSR). This includes ensuring the Golden Thread is maintained.
• Where Managing Agents and/or Factors are not achieving KPI’s or where regional Business Units escalate under-performance, works with those Managing Agents and/or Factors to drive an improved performance or in consultation with other functions, to remove from the Preferred List of Managing Agents
• Identifies new Managing Agents that could deliver an improved customer service
• Provides guidance to regional Business Units that budgets and management fees being proposed are fair and reasonable and demonstrate commercial value for customers and for Taylor Wimpey and may input (as required) into process of formulating tenders and thereafter setting service charge budgets. They will also ensure timely reimbursement of fees owed to us
• Supports regional Business Units to comply with End-of-Site, handover and adoption processes being adhered to so that Managing Agents and/or Factors can effectively takeover the secure management of the development and/or apartments 
• Demonstrates a solution focused approach to ensure customer and Building Safety standards are achieved and shows a willingness to get into the detail of customer complaints to understand the root cause

Experience, Qualifications, Technical Requirements

• Experience of working in a customer facing environment
• Previous experience in housebuilding and specifically, the Managing Agent/Factor process 
• Understanding of Building Safety Act legislation
• Demonstration of ability to work independently, prioritise work and take initiative
• Demonstration of strong organisation skills
• Great interpersonal, communication and relationship building skills
• Ability to work in a fast-paced and pressurised environment and able to remain calm ,measured and resilient
• Experience in management information analysis is preferred 

What we offer at Taylor Wimpey

At Taylor Wimpey, we are committed to enabling you to make a home with us. Our work is not just about building homes; it's about doing work that matters, making a positive impact on the lives of our customers and the communities we serve.

We enjoy many benefits as standard, including excellent retail discounts, company funded life insurance and private healthcare, and access to a quality pension scheme with company contributions.  We also offer our discounted house purchase scheme, car leasing scheme and share plans, as well as the opportunity to tailor your benefit package to suit your needs with options such as buying extra annual leave or adding dependants to your benefit cover.  Our total reward offer works perfectly with our culture, we are a welcoming community where everyone can feel at home.    

We create a home to your future by providing opportunities for growth and development. We offer industry leading professional training and development, which supports you to unlock your potential and fulfil your career and personal goals in a variety of opportunities and environments. We look to develop our people in the skills and areas they are most interested in, leveraging your qualities and appreciating your unique competencies, skills and expertise that, when we come together, make this a great place to work.

If you want to do work that matters and build a career that lasts, make a home at Taylor Wimpey. 

Inclusivity Statement

As a proud Disability Confident Employer, Taylor Wimpey is committed to creating a diverse and inclusive workforce. We actively collaborate with individuals who have disabilities and long-term health conditions which have an effect on their ability to do normal daily activities, ensuring that barriers are eliminated when it comes to employment opportunities. In line with our commitment, we guarantee an interview to applicants who declare to us during the application process that they have a disability and meet the minimum requirements for the role. Join us in building a truly diverse and empowered team.

Internal Applicants:

Please inform your line manager if you wish to apply for this role.