Role: Service Charge Specialist based in Farringdon, EC1N 8JS Salary: £40,339 based on a 37.5 hour week - Permanent Contract This role is eligible for our smarter working policy with the expectation of a minimum of 2 office per week. An exciting opportunity has arisen to join MTVH as a Service Charge Specialist. This customer focused position will see you being responsible for setting and managing financial forecasts for our shared home owners, leaseholders and rented properties. You will play a key role in coordinating with the wider service charge team, stakeholders and other departments to ensure our service charge data is accurate for our customers correctly identifying and resolving any issues that arise. Main Duties: Provide a responsive front line customer service in all aspects of service charge enquiries in line with service expectations and key performance indicators Prepare support documentation for formal challenges (relating to First Tier Tribunal and other civil law actions) and attending hearings as required Ensuring that processes are carried out effectively and in line with policy, procedure and legislation Resolve service failures, complaints and disputes and initiate and deliver service improvements Set and manage financial forecasts for Service Charge activities, highlighting and liaising variance with relevant teams and individuals Provide advice on leasehold and service charge issues to customers, colleagues and relevant stakeholders Ensuring charges are coded and allocated correctly Skills: Demonstrates and encourages a proactive can-do, problem solving approach, with a high level of attention to detail Ability to interpret financial information including monitoring budgets Ability to use a broad range of IT systems including advanced Excel Ability to interpret numerical data and complex documents, presenting analysis and conclusions in an easy to understand way, both in person and in writing A co-ordinated, planned and problem solving approach to work and issues affecting service charge payers and colleagues 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 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 Experience of working in a customer service environment 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 Supported family friendly approach with extended parental leave Enhanced pension with matched contributions of up to 9% Option to buy or sell up to 5 days annual leave per year Life assurance cover 3 x your salary Cycle2work scheme Hybrid Working - Dependent on job role and department 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 and season Ticket loan 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/coaching programmes, apprenticeships and career planning support Employee Assistance Programme- We are committed to the wellbeing of our colleagues and support this as an organisation About us We are committed to developing and implementing or maintaining sustainability initiatives to reduce environmental impact and promote sustainable practices within MTVH. 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. We provide a platform of Network groups for employees to share views, tell us what we’re doing well and recommend improvements. We want to create a real sense of community and a workforce who feel that their opinions are valued. Our Networks groups are:- Gender Ethnicity LGBTQ+ Disability 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.