Service Charge Specialist

Service Charge Specialist based in Farringdon, London, EC1N 8JS
Salary Banding: £40,657- £42,796 based on a 37.5 hour week
The salary displayed will be paid for anyone starting on or after 1st April 2026.
Permanent Contract.
This role is eligible for our smarter working policy to be discussed at interview.
An exciting opportunity has arisen to join our Service Charge Team. As our 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
Interview Diary Date: To be advised
Metropolitan Thames Valley provides affordable housing for people living in London, the South East, East Midlands and East of England.
We 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.
We deliver training programmes, events and activities for our residents, designed to boost employment opportunities and foster stronger communities.
A member of the National Housing Federation the G15 ? which represents London?s largest housing associations ? we influence policy for the benefits of our residents and the wider sector.
In October 2018 like minded housing associations Metropolitan and Thames Valley Housing formally completed a partnership to form Metropolitan Thames Valley. We came together because we want to improve the services we provide and do more in our communities. We?ll do this by listening to our customers and working alongside them.
Phone: (phone number removed)
Email: (url removed)