This job has expired

Service Charge Manager

London (Greater)
Closing date
18 Dec 2023

View more

Job Details

Role: Service Charge Team Manager - Salary Range: £53,200 to £56,000 - Location: Farringdon

Suitable for MTVH's Smarter Working Policy

Are you a dynamic professional with a deep understanding of Leasehold and Service Charge management? Do you have the leadership skills to guide a team towards precise and timely billing of annual service charges and rent setting? If you're ready to make a significant impact on billing accuracy and customer satisfaction, we invite you to join our MTVH team as a Service Charge Team Manager.

Based within our Hatton Garden Officer as the Service Charge Team Manager, you will leverage your expert knowledge of leasehold and service charges to lead a team responsible for accurately and promptly billing annual service charges and setting rent. Your role is vital in developing and implementing strategies that enhance billing accuracy, maximize service charge income, and improve the overall effectiveness of our customer service offer.

Duties to include:

  • Manage a customer facing team, including line management of individual officers and Assistants. You will lead your team providing guidance, support and coaching to them to achieve their objectives and foster a collaborative and high-performance culture
  • Set rents, service charges, heating charges and other property related charges, ensuring compliance with contractual requirements, legislation, caselaw, regulation and policy
  • Effective budgeting and monitoring of services and associated charges to enable effective service delivery and asset management, including planned programmes
  • Ensure that service charges are fair and reasonable and demonstrate Value for Money and transparency
  • Act as an ambassador for service charge payers to highlight and address issues with service providers and leads
  • Actively contribute to continuous improvement, increased customer satisfaction and excellent customer experience
  • Provide advice on leasehold and service charge issues to customers, colleagues and relevant stakeholders
  • Maximise recovery of income by ensuring that charges are coded and allocated correctly and data is accurately recorded on appropriate digital platforms
  • Prepare support documentation for formal challenges (relating to First Tier Tribunal and other civil law actions) and attending hearings as required
  • Ensuring that processes are carried out effectively and in line with policy, procedure and legislation
  • Resolve service failures, complaints and disputes and initiate and deliver service improvements
  • Set and manage financial forecasts for Service Charge activities, highlighting and liaising variance with relevant teams and individuals
  • To lead on resolving complex service charge issues and responding to related enquiries and complaints.
  • Maximise recovery of income by ensuring that charges are coded and allocated correctly
  • Deputise for the Head of Service Charges as needed and be a highly effective member of the Service Charge Management Team

You must possess:

  • Ability to effectively manage a team and direct resources
  • Knowledge and/or experience of budget management and appropriate controls
  • Experience and detailed understanding of Service Charges, Housing and/or Residential Property Management
  • Knowledge of the legal and statutory framework around home ownership & service charges and preparing legal cases for Courts and Tribunals
  • Ability to explain complex or technical information to a variety of audiences – both internal and external.
  • Knowledge and/or experience of budget management and appropriate controls
  • Excellent IT skills including advanced Excel

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
  • 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
  • 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 programme and apprenticeships
  • We are committed to the wellbeing of our colleagues and support this as an organisation

About us

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 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.

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.


Welcome to MTVH!

Our organisation was built on a simple mission – to give people a safe, secure, and affordable home. That is as true today as it was in the 1950’s, when our founder Molly Huggins established on organisation to provide homes for Windrush migrants in London. Our core purpose I that “everyone should have a home and the chance to live well” To fulfil this vision, we work with partners to make our neighbourhoods – new and old - sustainable and vibrant places, where our customers want to live. We put people at the heart of everything we do and to guide is in every decision we make. Through managing more than 57,000 households we work at a scale that means our actions to achieve this have real impact.

We firmly believe that by serving people better every day, we will support a healthier, better cared for, and more prosperous society in the future. Like our founders before us, we will leave a lasting legacy for future generations. Our colleagues are crucial to our success in achieving this. Therefore, we are committed to investing in colleagues and creating the opportunity for them to develop. Our working environment has been designed to be one that brings out the very best in people.

We are a member of the National Housing Federation and the g15, which represents London’s 15 largest housing associations and houses one in 10 Londoners (

We also offer a wide range of benefits:-

  • 28 days annual leave plus bank holidays
  • In addition to annual leave a 'belief day' to be taken at a time of your choosing
  • 2 paid voluntary days to support your community
  • Smarter working is the MTVH approach to future working arrangements for colleagues registered as office-based to adapt to the needs of the customer.
  • Life assurance cover 3 x your salary
  • Health cash plan scheme for your everyday healthcare needs
  • Enhanced pension with matched contributions up to a maximum of 9% contribution
  • Tenancy deposit – interest free loan to help with rental deposits
  • Cycle to Work scheme
  • 'Nudge' financial wellbeing platform
  • Employee assistance programme
  • Season ticket loan
  • Access to extensive on-line training        
Company info
0203 535 3611
2nd Floor, The Grange
100 High Street
N14 6PW
United Kingdom

Sign in to create job alerts

Sign in or create an account to start creating job alerts and receive personalised job recommendations straight to your inbox.

Create alert