Leasehold Services Officer

Pinnacle Group are looking for an experienced Leasehold Services Officer to deliver leasehold and frontline services, instrumental in managing and optimizing service charge processes. You'll be a specialist in leasehold management with excellent knowledge of leasehold legislation and best practice. You will promote excellent communication and query handling with a focus on continuous improvement and customer satisfaction.

You will be joining our Home team based in Canning Town, London. The Homes team operates a large mixed portfolio of new and existing Affordable homes nationwide comprising Affordable and Social Rent, Shared Ownership and Supported homes.

This is a fixed term position ending 31st March 2026.

Who We Are

Pinnacle Group is a leading UK private sector provider of housing and neighbourhood services, managing and maintaining communities where people live, learn, work and play.

We're a people-first organisation with a values driven culture that has remained consistent for thirty years; living through how we treat our employees and our customers.

Who We're Looking For

We're looking for someone who, alongside the key criteria below, will sign up to our values of Trust, Respect, Involve, Challenge and Deliver Excellence and will be determined to maintain the confidence of our clients and communities.

Key Responsibilities:

• Manage the leasehold inbox for queries relating to leases and charges in line with the lease.
• Carry out all transactions on the relevant area database for change of leaseholder/transfer of funds/update new leaseholder details, etc.
• Respond to queries regarding Income Recovery of service charge and major work bills.
• Resolving service charge disputes.
• Answer telephone calls, deal with day-to-day queries, record messages and relay them promptly and accurately.

Key Requirements:

• Proven experience in service charge management.
• Ability to work in a fast moving, pressurised, front line housing management environment dealing with complex issues and competing priorities.
• Strong analytical skills with attention to detail.
• Excellent communication skills, both written and verbal.
• Excellent standard of customer service.
• Chartered Institute of Housing qualified (Ideal).

Our Offer

The more diverse our workforce, the better we can adapt to and reflect the needs of our customers.

We welcome applications from all backgrounds - particularly from those who represent the communities we serve including ex-armed forces personnel and their families.

As a colleague, you will become part of an inclusive culture, where you will have the opportunity to achieve your full potential and enhance your career through learning and development.

We offer a wide range of benefits at Pinnacle Group, depending on your role or business area, these range from additional leave packages to pension plans and discounts at your favourite retailers:

• Maternity/paternity packages
• Flexible Working Arrangements
• Life Assurance
• Enhanced Pension Scheme
• Additional Annual Leave
• Private Medical Insurance
• Cycle to Work Scheme
• Employee Assistance Programme
• Retail Discounts
• Childcare Assistance
• Season Ticket Loans
• Sick Pay Schemes
• Personal Development Plans
• Company Car/Car Allowance
• Electric Vehicle Scheme