Service Charge

6 months ago

Bracknell, United Kingdom Silva Homes Full time

_What is the role?_

Our revenue department provides a specialist service focused on maximising our income from all customers across all tenures. For those customers in rented homes the department will focus on debt prevention as well as proactive debt recovery. For those customers at greatest risk of tenancy failure the department will seek to maximise personal incomes through dedicated money advice. For customers who are homeowners in shared ownership and long leasehold properties the department will act as the key contact point for service charges and related queries. The department will also provide a commercial management service for our garage portfolio.

As one of our customer relations partners (service charge & leasehold) you will support the service charge & leasehold manager in ensuring that service charges are properly accounted across all tenures and develop our capacity and capability as a business to maximise opportunities to generate service-related revenue streams. The team will provide a one-stop professional service contact for all leasehold (including shared owners) customers.
- What will you be doing here?_
- You will work collaboratively with a range of departments across the business to ensure that service charges are properly accounted for in relation to the services delivered across all tenures.
- You will research and evaluate opportunities to generate service-related revenue streams.
- You will offer a one-stop professional service contact point for leasehold customers and play a key role in delivering consultation and notices relating to repairs and improvement works, including the management of legal non-compliance with leases.
- You will offer a one-stop professional service contact point for shared ownership customers and play a key role in resolving defects and managing staircasing and/or onward sale requests.
- You will take ownership of customer queries and see them through to a successful resolution.
- You will process and respond to enquiries from prospective purchasers of properties where we remain the freeholder (or head lessee).
- You will provide information to prospective new shared owners to help them understand their contractual obligations.
- You will support the leasehold and service charge manager and planned works team to carry out effective section 20 consultation with leaseholders around planned and major works.
- You will manage income recovery activity from leaseholders and shared owners including supporting resolution through the courts if necessary.
- You will manage predictive data analytics to direct a range of contacts and early interventions to achieve the best balance of digital and personal contact to maximise income recovery.
- You will support the development of the knowledge bank and scripts to ensure an effective and responsive service for customers.
- You will support our commitment to shift 80% of customer-initiated transactions online.
- You will ensure that you are fully aware of your safeguarding responsibilities.
- You will operate in line with key policies and procedures.
- You will ensure performance and compliance against agreed standards, measures and targets.
- You will look at ways to improve the customer experience and you will be open to new ideas and innovations.
- You will positively support activities that help promote our new culture and behaviours.
- Skills and experience_
- Understands law and contract relating to service charges.
- Understands sanctions available to us as freeholder/head lessee.
- High customer service ethic.
- Problem solver.
- Good inter-personal skills.
- Ability to build excellent internal and external relationships.
- Works with high levels of integrity, confidentiality and respect.
- Good written and oral communication skills.
- Good IT skills and understanding of how digital services can help improve the customer experience.
- Well organised, self-disciplined.
- Flexible and willing to embrace change.
- Qualifications and other requirements_
- Experience of working in a customer-focused service.
- Experience of working in income management (desirable).
- Driving licence and vehicle.

**Job Types**: Full-time, Fixed term contract
Contract length: 3 months

**Salary**: £32,000.00 per year

**Benefits**:

- Company pension
- Free parking
- On-site parking

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Bracknell: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Arrears recovery: 1 year (preferred)
- Leasehold repairs: 1 year (preferred)
- Leasehold management: 1 year (preferred)
- service charge: 1 year (preferred)

Licence/Certification:

- Driving Licence (preferred)

Work authorisation:

- United Kingdom (required)

Work Location: Hybrid remote in Bracknell

Reference ID: SCL2408

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