Central Service Charge Team Leader

Overview

Lead team to calculate, collect and allocate service charges for leasehold properties.

Key Responsibilities

• data loads
• reporting
• financial forecasting
• process improvement
• charge coding
• issue resolution

Tasks

-Support the wider service charge team to ensure that processes are carried out effectively and in line with policy, procedure and legislation -Provide advice on leasehold and service charge issues to colleagues and relevant stakeholders, and on the feasibility and efficiency of service charge system use -Maximise recovery of income by ensuring that charges are coded and allocated correctly -Make systematic improvements to central processes and systems to avoid future service failures, complaints and disputes. This should include regular checks of data cleanliness, and co-ordinating resolution of any issues -Compile and analyse reporting information, and prepare data loads to service charge systems -To lead on resolving complex service charge issues and responding to related enquiries and complaints -Set, manage and analyse financial forecasts for Service Charge activities, highlighting and liaising variance with relevant teams and individuals -Line management of a team of Service Charge Specialists taking responsibility for the development and performance management of the team. -Provide responsive internal customer service and support, in all central aspects of service charge enquiries in line with service expectations and key performance indicators -Provide data, policy documentation and analysis required to support documentation for formal challenges (relating to First Tier Tribunal and other civil law actions) -Conduct regular team meetings, performance reviews, and training sessions to enhance individuals and collective performance.

Requirements

• contract management
• customer experience
• property management
• organisational skills
• legal knowledge
• negotiation

What You Bring

-Experience of monitoring and managing contracts and ensuring compliance. -Ability to deliver excellent customer experience and resident engagement -Good understanding and working knowledge of the management of properties and the role of block and estate managing agents -Strong organisational skills with the ability to work alone, manage own workload and to work to deadlines -Naturally collaborative and supportive approach to building positive and productive working relationships with colleagues, contractors, customers and stakeholders -Strong verbal and numerical reasoning skills including monitoring and evaluating, judgement and decision making -Knowledge of legal proceedings relating to service charges, first tier tribunals (FTTs), management companies and managing agents -Experience of negotiation to achieve business benefits or strong commercial results -Working knowledge of Landlord and Tenant Acts, Statutory Instruments and Regulations as well as leasehold legislation and company’s law -Knowledge of service charges and related procedure -Experience of managing complex contracts and relationships within a housing context, and a good working knowledge of the Regulatory Requirements of the registered provider landlord and the managing agents

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Benefits

-Access to extensive learning and training opportunities with Wisebox platform -Supported family friendly approach with extended parental leave -Colleague virtual social platform with our workplace pages where you can keep up to date with the organisational activity and link in with colleagues -Career progression across the organisation with our mentoring/coaching programmes, apprenticeships and career planning support -Hybrid Working - Dependent on job role and department -28 days annual leave plus 8 bank holidays (pro rata for part time) per year -Cycle2work scheme -An additional ‘Beliefs day’ once a year to have an extra a day off -2 volunteering days per year for things like helping out in local communities -Employee Assistance Programme- We are committed to the wellbeing of our colleagues and support this as an organisation -Option to buy or sell up to 5 days annual leave per year -Enhanced pension with matched contributions of up to 9% -Life assurance cover 3 x your salary -Health cash plan scheme for your everyday healthcare needs which you can add your family members too -Tenancy deposit – interest free loan to help with rental deposits and season Ticket loan

About Metropolitan Thames Valley

-Formed through the merger of Metropolitan Housing Trust and Thames Valley Housing, the company is a leading housing association. -Committed to building sustainable communities, providing affordable housing solutions, and offering a range of housing services. -Focuses on developing new homes, managing a growing portfolio, and providing support to vulnerable individuals and families. -Specializes in residential and commercial property management, construction, and housing for diverse communities. -Known for tackling complex challenges within the housing sector, consistently innovating in the design and delivery of its projects. -Key areas include affordable housing, regeneration projects, and supporting local communities with vital housing services. -Has established a strong reputation for delivering quality developments that meet the diverse needs of residents. -With a history rooted in social impact, continues to drive forward initiatives that improve lives across the UK.

Sector Specialisms

Visa Sponsorship

-we do not currently offer visa sponsorship.