At a Glance
- Tasks: Deliver top-notch service for service charge enquiries and resolve complex queries.
- Company: MTVH, a customer-focused organisation based in London.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Fast-paced environment with a focus on continuous improvement.
- Why this job: Join a dynamic team and make a real difference in customer service.
- Qualifications: Experience in service charges or leasehold management with strong communication skills.
The predicted salary is between 40657 - 42796 € per year.
Location: Hybrid working office base - London - EC1N 8JS
Salary Banding: £40,657 - £42,796 based in a full-time permanent role 37.5hrs per week
MTVH are looking for a customer‑focused and detail‑oriented professional to join our Service Charge team based in Hatton Garden. This is a fantastic opportunity to play a key role in delivering a high‑quality service, ensuring transparency, compliance, and excellent customer outcomes in all aspects of service charge delivery.
Key Responsibilities
- Deliver a responsive, front‑line service for all service charge enquiries, meeting agreed service standards and KPIs.
- Prepare supporting documentation for formal challenges, including First Tier Tribunal cases and other legal proceedings, and attend hearings when required.
- Ensure all processes are delivered efficiently, in line with policies, procedures, and relevant legislation.
- Resolve service failures, complaints, and disputes, driving continuous service improvements.
- Set and manage financial forecasts for service charge activities, identifying and addressing variances with relevant stakeholders.
- Provide expert advice on leasehold and service charge matters to customers, colleagues, and partners.
- Maximise income recovery by ensuring accurate coding, allocation, and management of charges.
- Manage high volumes of customer interactions via phone, email, and written correspondence, ensuring all queries are handled promptly and professionally.
- Build strong relationships with customers, whilst communicating technical information in a clear and customer friendly manner.
- Investigate and resolve complex service charge queries, including detailed breakdowns, disputes, and historical account analysis.
About You
- Strong experience within service charges, leasehold management, or a related housing/finance environment.
- Excellent customer service and communication skills, with the ability to handle complex enquiries sensitively and effectively.
- Knowledge of relevant legislation and tribunal processes is highly desirable.
- Financially astute with experience in forecasting and budget management.
- Proactive problem‑solver with the ability to manage complaints and implement improvements.
- Highly organised with strong attention to detail.
Service Charge Specialist employer: Connexions Thames Valley
MTVH is an exceptional employer that prioritises employee growth and development within a supportive and collaborative work culture. Located in the vibrant Hatton Garden area of London, we offer hybrid working arrangements, competitive salaries, and a commitment to delivering high-quality services that make a real difference in our customers' lives. Join us to be part of a team that values transparency, compliance, and continuous improvement, while enjoying the unique advantages of working in one of London's most dynamic districts.
StudySmarter Expert Advice🤫
We think this is how you could land Service Charge Specialist
✨Tip Number 1
Get to know the company inside out! Research MTVH's values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your responses to common interview questions related to service charges and customer service. We want you to be ready to showcase your expertise and how you can contribute to resolving complex queries effectively.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insider tips and might even give you a heads-up about what the interviewers are really looking for.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the MTVH family.
We think you need these skills to ace Service Charge Specialist
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Charge Specialist role. Highlight your experience in service charges and leasehold management, and don’t forget to showcase your excellent customer service skills!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for our team at MTVH. Mention specific examples of how you've handled complex enquiries or resolved disputes in the past.
Show Off Your Attention to Detail:Since this role requires strong attention to detail, make sure your application is free from typos and errors. Double-check everything before hitting send – we love a polished application!
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status directly!
How to prepare for a job interview at Connexions Thames Valley
✨Know Your Stuff
Make sure you brush up on your knowledge of service charges and leasehold management. Familiarise yourself with relevant legislation and tribunal processes, as these are crucial for the role. Being able to discuss these topics confidently will show that you're serious about the position.
✨Customer Service is Key
Since this role is all about delivering excellent customer service, think of examples from your past experiences where you've handled complex enquiries or resolved complaints. Be ready to share how you built strong relationships with customers and communicated technical information clearly.
✨Show Your Problem-Solving Skills
Prepare to discuss specific instances where you've identified issues and implemented improvements. Highlight your proactive approach to problem-solving, especially in managing service failures or disputes. This will demonstrate your ability to drive continuous service improvements.
✨Be Organised and Detail-Oriented
Given the importance of attention to detail in this role, come prepared with examples that showcase your organisational skills. Discuss how you manage high volumes of customer interactions and ensure that all queries are handled promptly and professionally. This will help convey your suitability for the position.
