Onboarding client accountant team lead

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 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