Job Description
At Encore, we’re here to make residential property management feel personal, thoughtful, and seamless. Since we opened our doors in 2004, our mission has been simple: to deliver an outstanding experience for every customer, with genuine care at the heart of everything we do. We don’t just look after buildings, we look after the people who call them home, treating each property as if it were our own.
The Encore culture not only attracts the brightest talent, but also industry recognition as we've been awarded Employer of the Year on many of occasions. Our ambition is to be regarded as the most professional managing agent in the country - with a team of exceptional people who are energised by what they do. We're all about communication, collaboration, teamwork – and having fun while we work. By creating an inviting environment for our people to be inspired, learn and flourish can make all the difference.
The Role
The purpose of this role is to lead and inspire a team of Onboarding Client Accountants as part of the New Business and Technical Team within the Client Accounting department. Strong, visible leadership is central to this position: the role holder is expected to set clear priorities, drive accountability within the team, and ensure that opening balances are reconciled and processed in a timely and accurate manner. The role is responsible for supporting the effective onboarding of new developments from previous agents or developers, including developments that may be brought into management in phases.
This is a vital role within the team, working closely with the Mobilisation and Business Development teams. A key aspect of the role is proactively communicating progress to other departments and managing the expectations of stakeholders – including Estate Managers, clients and the wider business – who are awaiting opening balances to be reconciled and processed. It will also involve regular interaction with outgoing agents, key clients and external accountants.
Location: Remote with travel once a week to one of our offices
Employment type: Full-time
What you'll do:
In all areas, ensure that company policies and procedures are consistently applied to required standards. Duties include but are not limited to:
Monitor and report on onboarding tasks, setting clear priorities and ensuring the most time-critical work
Provide strong, effective day-to-day leadership
Conduct regular team meetings and one-to-one meetings
Complete annual staff appraisals and probation reviews
Act as the first point of contact for queries within your team
Encourage team members to raise potential solutions when escalating problems
Complete or review opening balance calculations for new developments and developments taken on from previous agents or developers
Identify and resolve process bottlenecks
Proactively update other departments – including Mobilisation, Business Development and Estate Management on the status of opening balance reconciliations
Liaise with the Client Accounting Manager to support system and procedure improvements and develop commercial awareness across the team
Manage referred leaseholder service charge queries through to resolution by telephone or email, escalating to the relevant Estate Manager where appropriate
Assist the Client Accounting and Finance teams with day-to-day and ad hoc duties as required
What you'll bring:
You’ll help make us brilliant by having:
Qualifications
Part-qualified CIMA/ACCA/ACA or qualified by experience
Experience
5+ years accounts experience
Experience in service charge client accounting
Experience with Qube software
Demonstrable experience of leading a team effectively, including setting priorities, managing workloads and holding team members to account for delivery
Skills
Excellent time management and able to prioritise effectively
Exceptional numeracy/analytical skills and competent in dealing with financial information
Strong communication skills written and verbal, when updating stakeholders and managing colleagues and clients expectations
Proficient in all Microsoft programmes, particularly Excel, as well as competency in mail merging
Ability to build strong working relationships with employees and across the organisation
Behaviours
Have a detail-orientated approach and ability to think critically
Take personal responsibility for seeing things through to successful resolution
Have pride in your work and care about your/the team's performance
Consistently apply logical thinking to resolve issues effectively
Ability to see where improvements can be made
Have a positive, can-do attitude that enhances team morale