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Leasehold Services Advisor
2 months ago
CRA GROUP LIMITED is seeking a highly skilled Leasehold Services Advisor to join our team. As a key member of our Leasehold Team, you will play a vital role in delivering exceptional customer service to leaseholders.
Key Responsibilities:- Resolve disputes with leaseholders and arrange associated compensation and write-offs.
- Ensure enquiries from leaseholders, solicitors, benefits agency, and other sections are answered promptly and within statutory time scales.
- Work closely with the Finance Team to produce estimates, actuals, interim, and final accounts in a timely manner.
- Collaborate with staff and leaseholders to deliver changes generated by improvement plans and suggest further improvements.
- Produce monitoring information for the Leasehold Management Team and deliver the annual service improvement plan.
- Identify ways to improve the service, reflecting feedback from customers and minimising administration fees through efficient working practices.
- Deal with written and telephone enquiries from leaseholders that cannot be dealt with by the hub.
- Engage with leaseholders, planning, attending, and following up on forums, TRAs, Saturday surgeries, estate inspections, and statutory and non-statutory consultation.
- Be responsible for communications with leaseholders, drafting letters, newsletters, web content, leaflets, etc. in conjunction with other teams and leaseholders.
- Assess leaseholders' liability and calculate leaseholders' share of charges accurately to enable full and prompt recovery of recharges to leaseholders.
- Advise leaseholders on payment options available and refer vulnerable leaseholders for assistance through the Money Help and Advice service or other suitable service.
- Advise contract administrators and consultants to ensure consultation letters and costings are correct and leaseholders are advised appropriately.
- Advise the internal solicitor of disputed cases and supply documentation for cases for First Tier Tribunal and court proceedings.
- Provide monthly updates on work carried out as a virtual friend.
- Take a proactive approach to own professional development.
- Use mapping software and lead on creating new or amending existing estate maps by working with internal and external stakeholders, carrying out estate inspections and measurements to ensure estate maps accurately reflect communal parts of estates and blocks.
- Lead on amending lease records in line with lease extensions and lease rectifications. Take lead in working with solicitors and surveyors to identify rectifications required on leases and prepare approval requests to the Council.
- Up-to-date knowledge of relevant policy and legislation relevant to Leaseholder Services.
- Knowledge of advising staff in other services of Section 20 requirements.
- Knowledge of calculating final account recharges within statutory time limits or serve S20b notices to safeguard recovery of recharges.
This is a hybrid working role, with 2 days in the office per week. We are committed to providing a supportive and inclusive work environment.
