Service Charge Specialist

Service Charge Specialist\n\nLocation: Hybrid working office base - London - EC1N 8JS \n\nSalary Banding: £40,657 - £42,796 based in a full-time permanent role 37.5hrs per week \n\nMTVH 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.\n\nKey Responsibilities\n\nDeliver a responsive, front-line service for all service charge enquiries, meeting agreed service standards and KPIs\t\nPrepare supporting documentation for formal challenges, including First Tier Tribunal cases and other legal proceedings, and attend hearings when required\t\nEnsure all processes are delivered efficiently, in line with policies, procedures, and relevant legislation\t\nResolve service failures, complaints, and disputes, driving continuous service improvements\t\nSet and manage financial forecasts for service charge activities, identifying and addressing variances with relevant stakeholders\t\nProvide expert advice on leasehold and service charge matters to customers, colleagues, and partners\t\nMaximise income recovery by ensuring accurate coding, allocation, and management of charges\t\nManage high volumes of customer interactions via phone, email, and written correspondence, ensuring all queries are handled promptly and professionally.\t\nBuild strong relationships with customers, whilst communicating technical information in a clear and customer friendly manner.\t\nInvestigate and resolve complex service charge queries, including detailed breakdowns, disputes, and historical account analysis.\t\n About You\n\nStrong experience within service charges, leasehold management, or a related housing/finance environment\t\nExcellent customer service and communication skills, with the ability to handle complex enquiries sensitively and effectively\t\nKnowledge of relevant legislation and tribunal processes is highly desirable\t\nFinancially astute with experience in forecasting and budget management\t\nProactive problem-solver with the ability to manage complaints and implement improvements\t\nHighly organised with strong attention to detail \n\nMetropolitan Thames Valley provides affordable housing for people living in London, the South East, East Midlands and East of England.\n\nWe 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.\n\nWe deliver training programmes, events and activities for our residents, designed to boost employment opportunities and foster stronger communities.\n\nA member of the National Housing Federation the G15 ?