Location
London (EC1N 8JS) or Nottingham (Beeston NG9 1LA)

Hours
Full Time

Salary
London: £44,023 - £46,340
Nottingham: £38,483 - £40,508

About the Role
The Central Service Charge Team Leader at Metropolitan Thames Valley Housing (MTVH) leads a team of Service Charge Specialists responsible for calculating, collecting, and allocating service charges across leasehold and rented properties. You will oversee data accuracy to ensure correct charge calculations, maintain compliance with relevant regulations, and coordinate with other departments to deliver an effective service charge offer. As the Service Charge Systems Lead, you will provide reporting, analyse financial data, and communicate with key stakeholders to continuously improve processes and enhance the customer experience.

Key duties include line managing the team, conducting performance reviews and training, providing responsive internal customer service, supporting formal challenge documentation, ensuring compliance with policies and legislation, improving central processes and systems, managing financial forecasts, resolving complex service charge issues, and advising colleagues and stakeholders on leasehold and service charge matters. You will also maximise income recovery by ensuring correct coding and allocation of charges.

This role supports smarter working policies and offers hybrid working dependent on job role and department.

Experience
- Good understanding of property management and the role of block and estate managing agents
- Experience managing complex contracts and relationships within a housing context
- Knowledge of service charges, related procedures, and regulatory requirements for registered providers and managing agents
- Working knowledge of Landlord and Tenant Acts, Statutory Instruments, leasehold legislation, and company law
- Experience monitoring and managing contracts to ensure compliance
- Experience negotiating to achieve business benefits or commercial results
- Strong verbal and numerical reasoning skills, including monitoring, evaluating, judgement, and decision making

About You
- Strong organisational skills with the ability to work independently and manage workload to deadlines
- Ability to deliver excellent customer experience and resident engagement
- Knowledge of legal proceedings related to service charges, First Tier Tribunals (FTTs), management companies, and managing agents
- Collaborative and supportive approach to building positive working relationships with colleagues, contractors, customers, and stakeholders

Qualifications
No specific qualifications are stated as mandatory; however, relevant experience and knowledge as outlined above are essential.