Service Charge Specialist - Farringdon

Service Charge Specialist - Farringdon, EC1N 8JS

Service Charge SpecialistLocation: Hybrid working office base - London - EC1N 8JS Salary Banding: 40,657 - 42,796 based in a full-time permanent role 37.5hrs per week 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.Key ResponsibilitiesDeliver a responsive, front-line service for all service charge enquiries, meeting agreed service standards and KPIsPrepare supporting documentation for formal challenges, including First Tier Tribunal cases and other legal proceedings, and attend hearings when requiredEnsure all processes are delivered efficiently, in line with policies, procedures, and relevant legislationResolve service failures, complaints, and disputes, driving continuous service improvementsSet and manage financial forecasts for service charge activities, identifying and addressing variances with relevant stakeholdersProvide expert advice on leasehold and service charge matters to customers, colleagues, and partnersMaximise income recovery by ensuring accurate coding, allocation, and management of chargesManage 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. About YouStrong experience within service charges, leasehold management, or a related housing/finance environmentExcellent customer service and communication skills, with the ability to handle complex enquiries sensitively and effectivelyKnowledge of relevant legislation and tribunal processes is highly desirableFinancially astute with experience in forecasting and budget managementProactive problem-solver with the ability to manage complaints and implement improvementsHighly organised with strong attention to detail