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.