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Residential Service Charge Manager

3 months ago

London UK, UK, United Kingdom The Portman Estate Full time

Contract Type: Full time

Employment Type: Permanent

Reporting Line: Director of Residential Asset Management

Salary: £50,000

Hours: 36.25 per week, Monday to Friday

The Estate aims to operate to high standards of equity, diversity, and inclusion. We therefore welcome applicants from all backgrounds.


OVERVIEW OF THE ROLE

The role includes the management of the residential service charge portfolio which consists of both internally and externally managed properties. This will include assisting with budgets, overseeing S.20 works with surveyors and managing agents, resolving arrears / disputes, progressing insurance claims and licences, and communicating all aspects to the residents in a proactive and professional manner.


The service charge portfolio consists of c. 10 buildings managed inhouse with the assistance of our accounts and rents teams, facilities management and building surveyors. Additionally, there are c. 8 buildings, including two large mixed-use buildings, that are managed by an external managing agent as well as several large head lease buildings that could come back into direct management. The role will include managing the external managing agents with the assistance of our compliance team for H&S, ensuring the buildings are managed with the same level of service as our internally managed portfolio.


OUR MISSION & VALUES

The Portman Estate is a forward-thinking property company with an enduring heritage and a commitment to promoting and protecting the long-term success of Marylebone and London’s West End. In August 2022, the Portman Estate became the first estate to be certified as a B Corp. This means that we meet high standards of social and environmental performance and have made a commitment to continuous improvement.


We recognise our responsibility to provide a high quality, sustainable environment while seeking to safeguard our community, manage responsively and evolve our portfolio for the benefit of all. We aim to do this with a Clean Heart and a Cheerful Spirit, as the family motto directs.


At The Portman Estate we prioritise particular values:


  • Respect: maintaining relationships; ability to listen; understanding another’s viewpoint; acknowledging other’s efforts
  • Ethical: moral principles; knowing what is right and wrong; high standards
  • Inclusivity: ensuring sense of belonging; being open and fair to all; making individuals feel valued and able to reach their full potential; approachable; accessible; open; easy to talk to; welcoming; friendly
  • Integrity: honesty; trustworthy; decency; honour; sincerity; high standards of competence and skill; strong code of conduct; loyal to colleagues

and we do so with

  • Moral courage: standing up for what is right; taking action for moral reasons.


JOB RESPONSIBILITIES

The Job Responsibilities detailed below are not exclusive or exhaustive and the post holder will be required to undertake such tasks as may be reasonably expected within the scope and role:


  • Manage the internal and external portfolio of residential service charge buildings and its residents with a proactive approach, in line with the RICS Code of Practice and with the highest level of customer service.


  • Assist in the preparation and approval of service charge budgets with internal and external accountants and ensure year end accounts are produced in accordance with service charge legislation and communicated to residents in a timely manner. Oversee and progress all disputes, insurance claims, arrears, licences to alter/ assign and landlord solicitors and work with solicitors to progress resolve issues if required.


  • Ensure a high level of performance from external managing agents leading quarterly meetings and regular onsite inspections, ensuring the properties are managed efficiently, responsibly and in line with H&S legislation and RICS Code (in conjunction with our inhouse compliance team, accountant, and facilities managers).


  • Work with internal and external building surveyors and consultants to ensure S. 20 works are discussed and agreed with tenants, ensuring excellent customer service throughout the process.


  • Act as the lead on potential service charge buildings coming back into direct management following the expiry of head leases and propose recommendations and strategies as to how they are managed in the future.


  • Assist the Director with any other aspects of property management for the residential team including repair issues, arrears, disputes and reporting.


PERSON SPECIFICATION

The below specification details the set of criteria that outlines the essential and desirable traits a candidate should have to be considered for the role.


Essential:

  • Excellent understanding of Commonhold and Leasehold Reform Act 2002.
  • Excellent understanding of the structure and responsibilities in long leases, including tenant and landlord covenants and service charge obligations.
  • Excellent understanding of service charge budgets.
  • Excellent understanding of RICS Service Charge Residential Management Code
  • Demonstratable proactive approach and excellent customer service skills.
  • Extensive block/property management experience, including service charge budgets, Section 20 notices and works, remedying arears and dispute resolution.
  • Experience of progressing and completing licences to alter and assignments of long leases.
  • Experience managing and resolving complex property management issues.
  • Experience progressing and completing insurance claims.


Desirable:

  • Knowledge of landlord and tenant legislation relating to ASTs and statutory tenancies.
  • Knowledge of building operation and S.11 repairing obligations
  • Knowledge of Landlord Certificates and Building Safety Act.
  • Experience of managing a similar portfolio acting as the lead
  • Experience of both new build and grade II listed.
  • Experience of working with solicitors to progress disputes.