Leasehold & Service Charge Expert

Metropolitan Thames Valley; Camden Town; On-site; GBP 28,000 - 38,000; Full time

Job summary

Metropolitan Thames Valley in Hatton Garden is seeking a customer-focused professional to join our Service Charge team and help deliver transparent, compliant service charge delivery.

You will handle front-line enquiries by phone, email and post, prepare documents for tribunal cases, manage forecasts and budgets, and provide clear, accurate advice to customers and partners.

Strong organisation and attention to detail are essential to resolve complex queries while upholding high service standards.

Qualifications

• Experience in service charges, leasehold management, or related housing/finance environments.
• Excellent customer service and communication skills.
• Knowledge of legislation and tribunal processes is highly desirable.
• Financially astute with forecasting and budget management experience.
• Proactive problem-solver with ability to manage complaints and implement improvements.
• Highly organised with strong attention to detail.

Responsibilities

• Deliver a responsive frontline service for service charge enquiries, meeting KPIs.
• Prepare supporting documentation for tribunal cases and attend hearings when required.
• Ensure processes comply with policies, procedures and legislation.
• Resolve complaints and disputes, driving continuous service improvements.
• Set and manage financial forecasts for service charge activities.
• Provide expert advice on leasehold and service charge matters.
• Maximise income recovery by accurate coding and allocation of charges.
• Handle high volumes of customer interactions via phone, email and post.
• Communicate technical information clearly and customer-friendly.
• Investigate complex service charge queries and historical account analysis.

Skills

Service charges

Leasehold management

Customer service

Communication

Forecasting

Budget management

Problem solving

Attention to detail

Job description

Metropolitan Thames Valley in Hatton Garden is seeking a customer-focused professional to join our Service Charge team and help deliver transparent, compliant service charge delivery.

You will handle front-line enquiries by phone, email and post, prepare documents for tribunal cases, manage forecasts and budgets, and provide clear, accurate advice to customers and partners.

Strong organisation and attention to detail are essential to resolve complex queries while upholding high service standards.