Leasehold Services Officer

2 weeks ago

London, United Kingdom Omega Recruitment Group Full time

**MAIN PURPOSE OF THE JOB**:
To actively participate in the Leasehold Services Teams efforts to recover major works, ground rent, service charge, reserve fund, shared ownership rent, and other specified debts from leaseholders, freeholders, and shared owners in an effective manner.

To handle a diverse range of customer inquiries with efficiency and promptness.

To bring complex and contentious cases to the attention of the appropriate Income and Disputes Resolution Officer for swift resolution.

To deliver exceptional customer service support to the London Borough of Hackneys leaseholders, shared owners, and freeholders across the borough.

To offer comprehensive administrative and business support to Leasehold and Right to Buy Services (LRTBS), including organising customer and resident events, processing lease extensions and alterations, monitoring customer correspondence, administering the subletting register, and ensuring the accurate and timely update of accounts.

MAIN AREAS OF RESPONSIBILITY:
To effectively manage the collection of all standard non-contentious major works, service charges, ground rent, shared ownership rent, and any other income. To follow local and organisational procedures for managing accounts and ensure prompt action is taken to recover any outstanding monies. To clearly and sensitively advise and interview customers on payment issues related to shared ownership rent, ground rent, major works, service charges, and reserve funds.

To identify and provide suitable assistance to vulnerable residents, making referrals as necessary, and adopting a multi-agency approach to report and document all safeguarding concerns and observations. To assess the financial position of each account and ensure that payments have been applied correctly. To liaise effectively with debtors and their solicitors, banks, and building societies to manage service charge, major works, ground rent, and shared ownership income accounts on a sale or resale. To issue appropriate standard template letters and documents, including payment slips, standing order forms, direct debits, and statements of accounts, to support the teams activities. To perform any financial or administrative duty, including preparing financial, statistical, or informative reports to assist colleagues in LRTBS in meeting targets within required deadlines. To attend any Neighbourhood or Estate Committee or meeting as required. To accurately maintain and update property, owner, and account details in accordance with departmental procedures and policies within set timeframes.

The LBH Legal team handles all alteration requests from leaseholders, including drafting and sending letters, liaising with relevant departments, obtaining landlord consent, updating the subletting register, and handling breaches. They also provide customer service, process lease extensions and enfranchisement requests, and assist with project management, meetings, and monthly reports. Additionally, they set up meetings, surgeries, and customer focus groups as needed.

Qualifications, Knowledge & Experience Requirements: Experience is required in managing income accounts and debt recovery in a housing environment. Knowledge of RTB, housing, and service charges legislation is also essential, as is familiarity with the legal processes governing dispute resolution. The ability to achieve targets under tight deadlines is a must, as is the ability to handle customer queries and complaints in a public setting. Additionally, a proven track record of successfully managing income accounts and debt recovery in a housing environment, along with familiarity with RTB, housing, and service charges legislation, is preferable. Abilities and Skills: A high level of precision is necessary to ensure the maintenance of accurate records and accounts, as well as to detect errors that require correction. The ability to identify, prioritize, and organize workloads is essential. Precise arithmetic skills are required to provide advice on balances and repayment agreements, as well as to prepare financial statements. Effective oral and written communication skills are crucial, allowing for effective communication with individuals of varying levels of seniority. The ability to implement and follow recovery procedures for the recovery of service charges, major works, ground rent, reserve fund, shared ownership rent income, or similar excellent customer service skills are necessary. The ability to work independently, be flexible, and be a supportive member of a team is important. Maintaining accurate electronic, manual, and filing systems is crucial. Excellent IT skills, particularly proficiency in Microsoft packages, especially Excel and Access, are required. Excellent organizational skills, including diary and event management, are necessary.

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