Leasehold and Service Charge Officer

Metropolitan Housing Trust
11 May 2017
10 Jun 2017
Contract Type
Full Time

An exciting opportunity has arisen within our Leasehold and Service Charges team in Metropolitan, we are currently recruiting for a Leasehold and Service Charge Officer.

Responsible for providing a comprehensive service charge service to customers and colleagues, by setting and administering service and other charges. Provide advice and support to colleagues on service charge and leasehold matters.

Main accountabilities

Service Delivery

Manage service charge accounts, preparing itemised estimates and accounts of actual expenditure for customers.

Represent Metropolitan at customer forums and consultation meetings and in meetings with organisations providing services / charging for services to Metropolitan.

Support the annual service charge consultation process, liaising with colleagues and customers and representing Metropolitan at customer meetings when required.

Support the estimating and development of service charges for new developments and new stock.

Support the provision of estimates and final accounts for capital works, ensuring the effective control of billing.

Review leases when required and identify the approach to be adopted to deliver effective service charges.

Liaise with managing agents on the production of service charges charged to Metropolitan.

Respond to LVT enquiries and attend tribunals as required.

At the direction of the Service Charge Manager, review service charge accounts and identify changes that are required.

Assist in the review and distribution of service charge accounts on more complex schemes.

Assist colleagues across the business in the administration of the statutory consultation process for major works programmes.

Assist in the construction and revision of estimated recharges to tenants and leaseholders for capital works, reconciling all costs to the contract costs and ensuring accurate control for monitoring and billing purposes.

Provide performance information

Assist in the annual rent increase process to ensure tenants and leaseholders receive the appropriate notification on a timely basis.

Assist with the production of promotional and other materials on service charges.
Maintain effective administration systems, and databases so timely and accurate information is available and can be shared with colleagues.

Working with people

Work collaboratively with colleagues in other teams to maximise Metropolitan`s income.

Work cross functionally to achieve targets and standards by joint working with other service areas.

Customer Care

Provide advice and assistance to both internal and external customers in relation to service charges, leasehold issues and other charges.

Manage complaints effectively, using strong customer and communication skills to resolve complaints at the first stage.

Facilitating change

Identify areas for improvements.

Implement agreed changes and provide feedback as required.

Managing self and personal skills

Perform other duties as may be reasonably required by your line manager.

Manage your own continual professional development utilising available learning resources and opportunities and own personal networks.

Agree to conduct yourself in line with the general standards of conduct and behaviour as detailed in Metropolitan`s Code of Conduct which include awareness of risk, health and safety at work, data protection and embracing the cultural diversity of all colleagues and customers.

Key experience and qualifications required

This section outlines the key criteria you must address when submitting your application, as shortlisting will be based on the information you supply here.

Essential criteria

Proven experience in a customer service environment or administrative/financial post.

Proficiency in setting up administration systems and maintaining accurate records.

Computer literate with experience of word processing and advanced level obtained in the management of spreadsheets.

Desirable Criteria

Knowledge of the management of service charges and the associated
administration and accounting.

Experience of leaseholder management.

Knowledge of other software packages such as Publisher.

Awareness of social housing and its function.

Additional Information

Requirement to have full UK driving licence and access to a vehicle for business purposes. For some posts in London, there may be some flexibility on the need to have a vehicle, depending on the area covered.

However the requirement to have a full driving licence will remain.Should this role be of interest please submit your CV via the apply link including a supporting statement indicating why you believe you would be a suitable candidate for this position.