Leasehold and Service Charge Manager

Here at Metropolitan Thames Valley Housing we are constantly changing, developing and improving the lives and environments for our customers. We value our people and the contributions they make to help us to achieve our priorities.

The role:
We are looking for a Leasehold and Service Charge Manager to join us here at MTVH with responsibility for leading the delivery of excellent service charge and leasehold services to MTVH customers and colleagues across a large geographic area. You will take accountability and ownership for providing an efficient, effective and customer focused service delivering the calculation and administration of service charges, rent setting and other charges. and for providing expert advice and support to colleagues on service charge and leasehold matters.

The role will initially be based at Southgate but will move permanently to Farringdon in the summer.

What you will be doing:
Lead the team which reviews and calculate the service charges for tenants and home owners
Manage and monitor the performance of six to eight Service Charge Officers including developing targets for the clear delivery of services
Participate in the implementation of a new Service Charge system and be responsible for monitoring service charges from Managing Agents.
Deliver the service improvements agreed within timescales.
Promote the MTVH vision and ensure it is realised in all activities and services.
Lead the team in delivering an effective and customer focused service, making decisions and using resources appropriately to respond to priorities and deliver services.
Ensure that services provided maintain and enhance MTVH`s reputation in the market place.
Co-ordinate cross business responses to new emerging issues on behalf of the business as required.
Be accountable for ensuring business standards associated with core business disciplines are adhered to.
Establish mechanisms that facilitate the pro-active consultation with all leaseholders over all matters affecting them, and which encourage those parties` involvement in the defining, shaping and delivery of services.
Work cross functionally with colleagues in other teams to improve service effectiveness.
Use benchmarking information, customer insight, feedback and local intelligence to inform and develop services.
Monitor and manage team performance, recommending and implementing actions to improve performance.
Prepare regular reports (in an accurate and timely manner) on current performance, presented in a clear and accurate format.

Skills and experience you need
You will have a strong sense of stakeholder awareness and be able to build quality relationships and rapport supporting new ways of developing the service charge and leasehold services. Technically you will be IT literate, comfortable with MS programmes and able to interpret financial and systems data. A natural multitasker with a can-do attitude you will possess the ability to translate operational plans into direction for your team.

You will bring the following skills:
Experience in the management of service charges and sinking funds on mixed tenure estates, including privately owned flats.
Knowledge and understanding of the relevance of leases, agreements, case law and legislation to the calculation of service charges and sinking funds.
Knowledge of reviewing service charges, case law and legislation for increases.
Excellent numeric skills and effective ability to interpret statistical reports
Ability to design practical management arrangements that cross departments in a multi-functional organisation.
Ability to think conceptually about problematic service issues and to propose pragmatic working solutions to resolve conflicts.
Ability to effectively communicate (verbally and written) complex issues to a variety of both lay and technical audiences.
Current driving license and use of car.
Ability to work out of hours as required.
IT Literacy required - Advanced Excel.

About us
Metropolitan Thames Valley Housing is one of the UK`s leading providers of affordable housing and care and support services. We employ over 1900 people to manage and develop our large portfolio of nearly 56,000 homes serving over 75,000 customers across London, the East Midlands, Southern and the East of England.

How we reward you
Our staff are as important to us as our customers. When working with us you will be introduced to a huge variety of benefits including:
-A unique benefits package that can be adapted to suit each individual.
-The opportunity to choose from a wide variety of benefits which includes options around Health and Wellbeing Programme
-Employee Assistance
-Discounts with multiple retailers and many more.
-An impressive Pension Scheme
-28 days annual leave plus bank holidays, with the ability to buy and sell up to 5 days!

Our promise
All employment decisions at MTVH are based on business needs, job requirements and individual qualifications, without regard to age, disability, gender reassignment, marital status, pregnancy or maternity, race or religion, sex or sexual orientation.

"We are proud to have been recognised by Disability Confident for our commitment to disabled people and those with long term health conditions by providing fair and equal opportunities for all applicants enabling them to fulfil their potential and realise their aspirations."

Interviews will take place on 5th February 2019

To apply: Please upload an updated CV and a one page supporting statement outlining why you are interested in the role and how you meet the key criteria for the post.