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.
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
Requirements
- 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
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Service Charge Specialist in Camden Town employer: Metropolitan Thames Valley
MTVH is an exceptional employer that prioritises the well-being of its employees while making a meaningful impact in the housing sector. With a strong commitment to employee growth, a collaborative work culture, and the flexibility to work from home, MTVH fosters an environment where you can thrive both personally and professionally. Located in Nottingham, the role of Agency Contract Specialist offers unique opportunities to engage with specialist partners and contribute to delivering high-quality housing services, ensuring that everyone has a place to call home.
Contact Details:
Metropolitan Thames Valley Recruitment Team
