Central Service Charge Team Leader

Overview

Lead a team managing service charge calculations, collections, compliance, and reporting.

Key Responsibilities

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

Tasks

-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 -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 -Provide responsive internal customer service and support, in all central aspects of service charge enquiries in line with service expectations and key performance indicators -Compile and analyse reporting information, and prepare data loads to service charge systems -Support the wider service charge team to ensure that processes are carried out effectively and in line with policy, procedure and legislation -Line management of a team of Service Charge Specialists taking responsibility for the development and performance management of the team. -Conduct regular team meetings, performance reviews, and training sessions to enhance individuals and collective performance. -Provide advice on leasehold and service charge issues to colleagues and relevant stakeholders, and on the feasibility and efficiency of service charge system use -Provide data, policy documentation and analysis required to support documentation for formal challenges (relating to First Tier Tribunal and other civil law actions)

Requirements

• contract management
• regulatory compliance
• negotiation
• customer service
• property management
• legal knowledge

What You Bring

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

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Benefits

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

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.