The Central Service Charge Team Leader's role can be based in either our London or Nottingham Office. Salary range is being offered dependent upon location. London - EC1N 8JS £41,297 - £43,470 Beeston- NG9 1LA £36,100 - £38,000 This role is eligible for our smarter working policy The role of the Central Charge Team Leader within MTVH will require you to lead your team of Service Charge Specialists who are responsible for calculating, collecting and allocating service charges within our leasehold and rented properties. Your role will also include overseeing the data which enables the accurate calculation of charges whilst ensuring compliance with relevant regulations and coordinating with other departments to deliver our service charge offer. As the Service Charge Systems Lead, you will be required to provide reporting, analyse financial data and communicate effectively with key stakeholders ensuring that we are continuously improving processes to deliver a great customer experience. Duties to include: Line management of a team of Service Charge Specialists taking responsibility for the development and performance management of the team. Conduct regular team meetings, performance reviews, and training sessions to enhance individuals and collective performance. 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 co-ordinating 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 To 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: Good understanding and working knowledge of the management of properties and the role of block and estate managing agents Experience of managing complex contracts and relationships within a housing context, and a good working knowledge of the Regulatory Requirements of the registered provider landlord and the managing agents Knowledge of service charges and related procedure Working knowledge of Landlord and Tenant Acts, Statutory Instruments and Regulations as well as leasehold legislation and company’s law Strong verbal and numerical reasoning skills including monitoring and evaluating, judgement and decision making Experience of monitoring and managing contracts and ensuring compliance. Experience of negotiation to achieve business benefits or strong commercial results Strong organisational skills with the ability to work alone, manage own workload and to work to deadlines Ability to deliver excellent customer experience and resident engagement Knowledge of legal proceedings relating to service charges, first tier tribunals (FTTs), management companies and managing agents Naturally collaborative and supportive approach to building positive and productive working relationships with colleagues, contractors, customers and stakeholders Please note :- we do not currently offer visa sponsorship. What’s in it for you? Our benefits include:- 28 days annual leave plus 8 bank holidays (pro rata for part time) per year 2 volunteering days per year for things like helping out in local communities An additional ‘Beliefs day’ once a year to have an extra a day off Enhanced pension with matched contributions of up to 9% Life assurance cover 3 x your salary Health cash plan scheme for your everyday healthcare needs which you can add your family members too Tenancy deposit – interest free loan to help with rental deposits Access to extensive learning and training opportunities with Wisebox platform Colleague virtual social platform with our workplace pages where you can keep up to date with the organisational activity and link in with colleagues Career progression across the organisation with our mentoring programme and apprenticeships We are committed to the wellbeing of our colleagues and support this as an organisation About us Learn more about our benefits and organisation by viewing our attached document Our promise Here at Metropolitan Thames Valley Housing (MTVH) we want to capture the value that difference brings and are committed to promoting equality, diversity and inclusion. We work collaboratively ‘Serving people better every day’ to educate, support and develop all of our diverse employees and the communities that we serve. We want every employee and every customer to feel comfortable enough to be their true self and are working tirelessly in the background to create an environment that encourages our employees to challenge non-inclusive behaviours and to be mindful of their own and other’s wellbeing. Our core values of Dare, Care and Collaborate demonstrate that we are a people focused business, solving social issues by working together! We reserve the right to close this vacancy early if a suitable candidate is found so we do encourage you to complete the application as soon as possible to avoid disappointment.