Service Charge Specialist

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

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.

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