Central Service Charge Team Leader

This Role: Central Service Charge Team Leader

This post can be based in either our London or Nottingham Office. Salary range is being offered dependent upon location.

London - EC1N 8JS £44,023 - £46,340

Beeston- NG9 1LA £38,483 - £40,508

This role is eligible for our smarter working policy

The role of the Central Charge Team Leader within MTVH will require you to lead your team of Service Charge Specialists who are responsible for calculating, collecting and allocating service charges within our leasehold and rented properties. Your role will also include overseeing the data which enables the accurate calculation of charges whilst ensuring compliance with relevant regulations and coordinating with other departments to deliver our service charge offer. As the Service Charge Systems Lead, you will be required to provide reporting, analyse financial data and communicate effectively with key stakeholders ensuring that we are continuously improving processes to deliver a great customer experience.

Duties to include:

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 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)
Support the wider service charge team to ensure that processes are carried out effectively and in line with policy, procedure and legislation
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
Set, manage and analyse financial forecasts for Service Charge activities, highlighting and liaising variance with relevant teams and individuals
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
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
You must possess:

Good understanding and working knowledge of the management of properties and the role of block and estate managing agents
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
Knowledge of service charges and related procedure
Working knowledge of Landlord and Tenant Acts, Statutory Instruments and Regulations as well as leasehold legislation and company’s law
Strong verbal and numerical reasoning skills including monitoring and evaluating, judgement and decision making
Experience of monitoring and managing contracts and ensuring compliance.
Experience of negotiation to achieve business benefits or strong commercial results
Strong organisational skills with the ability to work alone, manage own workload and to work to deadlines
Ability to deliver excellent customer experience and resident engagement
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

Please note :- we do not currently offer visa sponsorship.

What’s in it for you?

Our benefits include:-

28 days annual leave plus 8 bank holidays (pro rata for part time) per year
2 volunteering days per year for things like helping out in local communities
An additional ‘Beliefs day’ once a year to have an extra a day off
Supported family friendly approach with extended parental leave
Enhanced pension with matched contributions of up to 9%
Option to buy or sell up to 5 days annual leave per year
Life assurance cover 3 x your salary
Cycle2work scheme
Hybrid Working - Dependent on job role and department
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
Access to extensive learning and training opportunities with Wisebox platform
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
Employee Assistance Programme- We are committed to the wellbeing of our colleagues and support this as an organisation
About us

We are committed to developing and implementing or maintaining sustainability initiatives to reduce environmental impact and promote sustainable practices within MTVH.

Learn more about our benefits and organisation by viewing our attached document

Our promise

Here at Metropolitan Thames Valley Housing (MTVH) we want to capture the value that difference brings and are committed to promoting equality, diversity and inclusion. We work collaboratively ‘Serving people better every day’ to educate, support and develop all of our diverse employees and the communities that we serve. We are also part of the disability confident employer scheme.

We want every employee and every customer to feel comfortable enough to be their true self and are working tirelessly in the background to create an environment that encourages our employees to challenge non-inclusive behaviours and to be mindful of their own and other’s wellbeing.

We provide a platform of Network groups for employees to share views, tell us what we’re doing well and recommend improvements. We want to create a real sense of community and a workforce who feel that their opinions are valued. Our Networks groups are:-

Gender
Ethnicity
LGBTQ+
Disability
Our core values of Dare, Care and Collaborate demonstrate that we are a people focused business, solving social issues by working together!

We reserve the right to close this vacancy early if a suitable candidate is found so we do encourage you to complete the application as soon as possible to avoid disappointment.

For a full breakdown of company benefits, please see the attached Benefits Digital Booklet