Service Charge Specialist (Central) in London, Nottingham

This role can be based in either London EC1N 8JS or Nottingham NG9 1LA. Salary banding dependent upon location: London £39,281 - £41,348 - Nottingham £31,657 - £33,323. This role is eligible for our smarter working policy to be discussed at interview.

As a Central Service Charge Specialist based within our busy service team, you will be responsible for supporting the calculating, collecting and allocating service charges in leasehold and rented properties. This includes preparing the data through various systems which enables the accurate calculation of charges, whilst ensuring compliance with relevant regulations. You will play a key role in coordinating with the wider service charge team and on occasion with other departments. You will run compliance reports to ensure our service charge data has been mapped and loaded correctly, identifying and resolving any issues. This role will also see you supporting the wider service charges and rent functions by being the central hub for processes for other business areas.

Duties to include:

• Provide responsive internal customer service, and support, in all central aspects of service charge enquiries in line with service expectations and key performance indicators.
• Provide data, policy documentation and analysis required to support documentation for formal challenges (relating to First Tier Tribunal and other civil law actions).
• Support the wider service charge team to ensure that processes are carried out effectively and in line with policy, procedure and legislation.
• Make systematic improvements to central processes and systems to avoid future service failures, complaints and disputes. This should include regular checks of data cleanliness, and coordinating resolution of any issues.
• Set, manage and analyse financial forecasts for Service Charge activities, highlighting and liaising variance with relevant teams and individuals.
• Compile and analyse reporting information, and prepare data loads to service charge systems.
• Lead on resolving complex service charge issues and responding to related enquiries and complaints.
• Provide advice on leasehold and service charge issues to colleagues and relevant stakeholders, and on the feasibility and efficiency of service charge system use.
• Maximise recovery of income by ensuring that charges are coded and allocated correctly.

You must possess:

• 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.
• 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.
• Previous experience of working within a customer service environment.

Metropolitan Thames Valley provides affordable housing for people living in London, the South East, East Midlands and East of England. We also offer a range of care and support services. Our specialist areas include older people, mental health and transitional services which provide intensive support to marginalised or vulnerable people. We deliver training programmes, events and activities for our residents, designed to boost employment opportunities and foster stronger communities. A member of the National Housing Federation the G15, which represents London’s largest housing associations, we influence policy for the benefits of our residents and the wider sector. In October 2018, like-minded housing associations Metropolitan and Thames Valley Housing formally completed a partnership to form Metropolitan Thames Valley. We came together because we want to improve the services we provide and do more in our communities. We’ll do this by listening to our customers and working alongside them.