Head of Service Charge

Head of Service Charge: Ultra-Luxury Residential
Location: Mayfair
Type: Permanent, full-time

The opportunity

An exceptional opportunity has arisen for a Head of Service Charge to take full ownership of service charge requirements across three operational sites in the heart of London's West End. These ultra-luxury residential addresses are home to an international resident's community with the highest expectations of transparency, accuracy and service.

The sites are owned by a family office with a substantial real estate portfolio spanning several continents. As a long-term owner, it takes a considered, quality-led approach to its assets and expects the same from the people who look after them. This is a chance to work closely with a sophisticated, internationally minded ownership group, where your judgement will be valued and your work will be visible at the highest level.

This is a genuinely end-to-end role. You will be the single accountable owner for all service charge matters across all three sites, setting a consistent standard of financial governance and acting as the trusted point of contact for residents, their advisers and the wider management team. Reporting to the Financial Controller/CFO, you will have real autonomy and influence.

Key responsibilities

• Take ownership of all service charge matters across all three operational sites, from budgeting and demands to reconciliation, queries and disputes
• Own the full service charge cycle for each site, including annual budgets, quarterly demands, year-end accounts and reconciliations
• Bring consistency to policy, process, reporting and controls across the portfolio, while respecting the individual lease terms and character of each site
• Prepare and present clear, accurate reporting to the board, resident's representatives, senior management and the family office
• Manage reserve and sinking fund strategy, including long-term planned maintenance and major works funding
• Ensure full compliance with lease terms, the Landlord and Tenant Act 1985 and the RICS Service Charge Residential Management Code, including Section 20 consultation and Section 20B requirements
• Manage service charge arrears and credit control, and handle resident queries and challenges with tact and authority
• Oversee supplier contracts and cost control across concierge, security, facilities, utilities, insurance and amenities, identifying savings and efficiencies across the three sites
• Lead liaison with external auditors, surveyors, solicitors and managing agents, including any tribunal (FTT) matters
• Lead, develop and support the service charge accounting team across all sites [confirm team size]
• Drive process improvement and make effective use of property management and accounting systems

About you

• Minimum 10 years' service charge accounting experience, gained in high-end residential property rather than commercial
• Experience managing service charge across more than one site or scheme, with the ability to prioritise and keep standards consistent
• Strong working knowledge of residential leasehold legislation and service charge regulation
• Proven track record of preparing budgets and year-end accounts for complex, multi-service residential schemes
• Confident communicator, comfortable dealing with high-net-worth residents, their representatives and a private ownership group
• Excellent attention to detail, with the commercial judgement to challenge costs and spot risk
• Discretion and professionalism in handling sensitive, confidential matters
• Experience managing or mentoring team members
• Qualified or part-qualified accountant (ACA, ACCA, CIMA) or equivalent experience
• Knowledge of MRI Cube
• Background in prime central London, serviced or hotel-branded residences
• Experience working with family offices, private landlords or international owners
• Experience of FTT (Property Chamber) disputes

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