Service Charge Specialist

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

MTVH 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.

Responsibilities

• Deliver a responsive, front-line service for all service charge enquiries, meeting agreed service standards and KPIs
• Prepare supporting documentation for formal challenges, including First Tier Tribunal cases and other legal proceedings, and attend hearings when required
• Ensure all processes are delivered efficiently, in line with policies, procedures, and relevant legislation
• Resolve service failures, complaints, and disputes, driving continuous service improvements
• Set and manage financial forecasts for service charge activities, identifying and addressing variances with relevant stakeholders
• Provide expert advice on leasehold and service charge matters to customers, colleagues, and partners
• Maximise income recovery by ensuring accurate coding, allocation, and management of charges
• Manage high volumes of customer interactions via phone, email, and written correspondence, ensuring all queries are handled promptly and professionally
• Build strong relationships with customers, whilst communicating technical information in a clear and customer friendly manner
• Investigate and resolve complex service charge queries, including detailed breakdowns, disputes, and historical account analysis

Requirements

• Strong experience within service charges, leasehold management, or a related housing/finance environment
• Excellent customer service and communication skills, with the ability to handle complex enquiries sensitively and effectively
• Knowledge of relevant legislation and tribunal processes is highly desirable
• Financially astute with experience in forecasting and budget management
• Proactive problem-solver with the ability to manage complaints and implement improvements
• Highly organised with strong attention to detail