While we manage property, as consultants, we are ultimately in the people business, so we place great value and importance on recruiting and retaining the right people to our team.
Like most sectors, the world of residential property management has evolved over the decades; typically led by legislation, technology, products and service. However, another notable change is the rise of women, not only in the workplace but in leadership roles.
With two thirds of Encore’s office-based team being female, and half of all leadership roles being occupied by women, we recognise that the women of Encore are critical to our business success.
In this article we will meet several women from different areas at Encore to gain an insight into their experiences of how the sector has changed, whether barriers have been broken and how women are helping to shape the industry.
In the Q&A below, you will hear from Claire Hamilton (Regional Manager), Lianne Mastrullo (Head of Legal Services), Kim Davies (Business Development Manager), Magdalena Amoura (Regional Manager) and Levi O’Brien (Assistant Property Manager).
Claire: "Property management is much better known than when I first joined the industry. Our customers have a greater understanding of the role of the managing agent, which I think is allowing them more control over the decisions that affect their developments, and that can only be a good thing for us as managing agents as we have a partner to work with.
Within the workplace itself I have certainly seen more women entering the profession and progressing into leadership roles.
Early in my property management career I sometimes felt I wasn’t taken as seriously compared to my male colleagues and at times this made me question my ability and whether the industry was right for me. I am pleased to say though that this is no longer the case. Perceptions have definitely changed."
Levi: "Yes. My end goal is to become an Estate Manager with my own portfolio and this is what I am actively working towards. Encore has helped me to build a personal development plan which I believe will help me to achieve my goal.
I started in property management as an apprentice Assistant Property Manager in a smaller business. After two years I felt I wanted to develop my skills, so on recommendation from a colleague, I joined Encore.
Encore has a great support system giving me access to leadership, training and development programs, all working within a friendly team.
My current role means providing support to an experienced Estate Manager with several years of experience. We have worked together since I joined the Company and have developed a strong working relationship. I really enjoy working with Tim and learning from him. He is very calm, listens to my questions and queries, always makes himself available and supports me 100%. He doesn’t micro-manage everything I do but empowers me to do the job.
Tim is helping with my technical development and I am learning about creating and producing service charge budgets. In supporting Tim and having a clear personal development plan, I feel I am progressing in skills and knowledge, which will give me the tools to become an effective Estate Manager in the future."
Kim: "Business development (BD) within this industry is like being a consultant; having an extra level of knowledge about a wide range of topics within the sector. It is not a typical sales role. You need an extensive knowledge base and skillset to provide input on design strategies, planning requirements, legal structures and everything in between.
BDs typically specialise in new build developments, working with a mixture of developer clients and different build types and there are lots of branches to this.
When we are talking to a potential RMC client at an existing development, we need to be able to unpick the puzzles and get to the bottom of their issues as that’s the only way to demonstrate how changing their managing agent could help them – and how to get their development back on track.
The role of business development has evolved as buildings have evolved. Buildings have got smarter in their design, systems, facilities, structures – and because we work with developers from the very early stages, we need to stay ahead. It’s not just about technology or construction, but legislation, safety and of course communication methods with a clear focus on the customer journey and client visibility.
When I first started my career in residential management, the majority of communication was by email, with a significant amount also sent by post. Who’d have thought we would now be using instant messaging or portals to communicate with our clients?
In general, property management has progressed quite quickly compared to some more 'traditional' industries. Changes to communication have really moved on over the last 10-15 years and no doubt will continue to do so."
Magda: "Like many others, I came to the property management industry “accidentally”. I hadn’t really planned to go into property at all and I was looking for an administration role at the time. I started my career as an Assistant Property Manager and that was the start of what has been an incredible journey.
I think I quickly understood that this was much more than an administrative role and that I could achieve a lot if I was with the right company. I joined Encore several years ago and love it – they have given me opportunities to develop and grow.
I think a large part of what keeps me in the industry is the company I work for and the people I get to engage with. Encore provides an incredibly supportive environment – whatever stage of your career you are at. Although property management may not be a career people immediately think of, it is never dull. It offers so much variety that keeps me interested and I am always learning."
Lianne: "My background was in administration, and although I liked the office environment, I was looking for a more challenging role with opportunities to develop my career. I didn’t know anything about property management but was interested in going into a legal role.
Encore has invested significantly in my professional development, and supported my training including CILEX (Chartered Institute of Legal Executives) and leadership and management courses. I am genuinely excited to see the company evolving and where that will take my role."
Claire: "There is a lot more diversity across the sector in general although for leadership roles I believe there is still progress to be made. At Encore we are fortunate to have a progressive leadership team, which filters through the business and contributes towards attracting and retaining great people."
Kim: "As an industry I think there is still progression needed, especially at leadership level. We (at Encore) are diverse in many ways and are a pro LGBT+ company, but we aren’t complacent. We know that our positive attitude to diversity will help us to become more attractive to new talent and retaining our people, so we are always looking to improve.
Apprenticeship programs have only really established themselves over the last few years, but we are already seeing how they can create the next wave of professionals joining the sector. Buildings are more exciting, the legal framework is more challenging, and there is such a variety of job roles and opportunities within the sector. All of this drives an evolving, diverse and exciting industry, and as a company we need vibrant and talented people at all levels."
Lianne: "Absolutely. I think our diversity attributes to our success. Being part of the leadership team myself, it’s great to see women from different backgrounds come to the table with their voices, different points of view and experiences. I think that Encore’s work culture and positive approach to diversity helps with retention and attracting new talent."
Magda: "I think Encore is diverse especially in terms of women holding leadership positions. I myself have felt very much supported by my Regional Director and our CEO, who have both encouraged me to push forward probably more than I would have pushed myself. The industry has changed significantly since I first joined as there were very few females in leadership roles, especially at the very top. In the last few years I have noticed real change and I think we will be seeing more!"
Claire: "Yes absolutely. With stringent legislation and regulations, there is a demand for trained and skilled professionals, and Encore has embraced this by providing access to professional qualifications as well as a comprehensive in-house training programme known as the Encore Academy. The sector is always changing, and so regular training is needed to keep abreast of the latest regulations.
Professional qualifications, graduate and apprenticeship programmes and mentor schemes are all positive additions which I didn’t experience when I first joined the profession. We are now able to provide our people with appropriate training from the very start of their careers, and make sure they can develop their skills as they progress. Being new to the industry and managing a portfolio straight away with no experience or training isn’t good for them, or our clients, so by linking qualifications, skills and experience to their career development plan we can ensure our people feel properly equipped for their role.
Training isn’t just for new talent but also to provide opportunities for those already in the industry to change their career path or just be reminded of good practice."
Levi: "It is true what people say; you are always doing something different every day. Sometimes it can be really challenging especially when dealing with customers at a difficult time, but it is also really rewarding especially when you able to resolve an issue or make a customer’s day.
I really enjoy the opportunity to expand my knowledge working across various topics and sectors. For example, working with surveyors on a major works project, or solicitors about a legal matter or even contractors working onsite. It is not a static administrative job and I really enjoy working within the team sharing our experiences."
Kim: "Yes, I do. I have benefited from working in other sectors and also commercial property. My time in commercial management may have been less stressful, but it didn’t offer the ability to build relationships in the same way and anyway I love the diversity that managing residential developments brings.
I agree with Levi, the saying “no two days are the same” is certainly true in our line of work. From the projects we’re involved in, to the buildings we manage, the variety of training, to relationships you build with your clients, customers and suppliers. I have learned so much in residential management and that keeps me motivated and genuinely interested in what I am doing."
Claire: "Go at your own pace. Don’t worry about what people are doing around you, there is a lot to learn to develop your skills so it’s important to work at your own pace and focus on your own development."
Lianne: "It’s an industry that many people have fallen into rather than set out to join, but here at Encore we are trying to change that. The industry presents so many opportunities and there are many people who have started their career at entry level, like myself, and have developed this into a flourishing career. If it’s right for you, you’ll be surrounded by a lot of like-minded people who will support you and help you go as far as you want to go."
Kim: "It is vital. How else are buildings going to run if there isn’t a competent professional out there to do it? Putting all the technical aspects such as law and legislation to one side, developments and buildings are becoming more complicated, with sprinkler systems, communal heating, building management systems, access controls, CCTV not to mention site facilities and onsite personnel – who would arrange the maintenance contracts, servicing, asset compliance, payroll and staff management if there was no managing agent? With this level of complexity, it’s not really something residents can take on themselves.
While more traditional buildings may have less plant and complexity, they still have management challenges that need competent, experienced professionals.
The other aspect is what customers now want from their homes and lifestyle. Onsite amenities such as private gyms, leisure facilities and more sophisticated communal areas, and onsite services like parcel management, community engagement and events are more important than ever. As a Manager, you have to facilitate the evolving needs of customers and lifestyle living."
Lianne: "Honestly still within Encore, and probably with a team double the size that it is now! I don’t have a clear picture of how it will look, but I am really excited to see where we go having seen what we have already achieved since I joined."
Magda: "I definitely see myself in a role managing a team of people. I became a Regional Manager two years ago and the people side of the role is an aspect that I really enjoy - I didn’t think I would, but I do. Helping the team, watching them develop and achieve their goals, and seeing the difference you can make to someone’s career is really rewarding."
Levi: "I see myself as an Estate Manager or a Team Leader – I think I’d be a great Team Leader. I consider myself a people person and residential management is about people. Whether people we work with or people who live in the developments we manage. I have also learned about the job from the very beginning, working my way up and can understand the journey someone new to the industry needs to take."
Claire: "I see myself at Director level influencing and being part of the continued growth and journey within Encore."
