Service Charge Specialist

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

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