Responsible to: Leasehold Manager
Responsible for: None
Salary: £33,600 per annum
Contract Type: Fixed Term (6 months)
Employment Type: 37 hours a week
What is the role?
The revenue department will provide 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 in shared ownership and 100% leasehold properties the department will act as the key point of contact for leasehold enquiries and leasehold transactions. The department will also provide a commercial management service for our garage portfolio. as the key contact point for leasehold enquiries and leasehold transactions.
As one of our customer relations partners you will support theleasehold manager in ensuring that service charges are properly accounted across all leasehold 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?
· Service charges and shared ownership rent recovery
· You will support the Leasehold manager in working collaboratively with other teams to deliver our strategic objectives as a business and in particular the maximisation of income and safeguarding of assets.
· You will work collaboratively with the finance partner (customer relations) to ensure that service charges are properly accounted for in relation to the services delivered across all leasehold tenures.
· You will respond to customer enquiries in relation to estimates and actuals.
· You will assist the Leasehold manager in managing processes and data analytics for income recovery activity from leaseholders and shared owners until they are resolved through the courts if necessary.
· Section 20 consultation
· You will provide a one-stop professional service contact for all leasehold customers and act as an expert resource for other teams in relation to section 20 consultation. You will use expert leasehold knowledge to successfully guide other teams when carrying out leasehold consultation as well as assisting with the billing of major works charges.
· You will assist the Leasehold manager with any applications for dispensation or other applications to tribunal in relation to Section 20 consultation in collaboration with the responsible team.
· Leasehold transactions
· You will provide a one-stop professional service contact for all shared ownership customers and act as a focal point for, staircasing and/or onward sales and manage all legal enquiries.
· You will, in collaboration with the company secretariat and the area tenancy teams, manage the administration of Right to Buy and Right to Acquire applications, processes and transactions.
· You will manage all enquiries from, and information provided to, prospective purchasers of properties where we remain the freeholder (or head lessee).
· You will manage land sales applications.
· You will manage all enquiries and checks in relation to shared ownership remortgages and transfers of equity.
· You will manage and receipt all notices in relation to leasehold transactions.
· Lease management
· You will oversee court and legal action in relation to lease breaches. Prior to formal action, informal action is managed by tenancy and you will ensure tenancy are provided with relevant information from the lease where appropriate.
· You will work collaboratively with all customer relations teams to ensure a coordinated and accountable local service response and customer experience.
· New build sales
· You will ensure new leaseholders and shared ownership leaseholders are set up on the system and provided with a welcome pack and guidance.
· Leasehold guidance for other teams
· You will assist the Leasehold manager in providing guidance, training and support to other teams and services to ensure compliance with regulations, legislation, and codes of practice relating to leasehold and shared ownership leasehold.
· You will provide lease advice for all improvement permissions applications and other queries in relation to recoverability of charges and responsibility in regard to maintenance and improvements.
· Performance and reporting
· You will assist the Leasehold manager in ensuring performance and compliance against agreed standards, measures and targets and contribute to business assurance monitoring and reporting.
· You will positively support activities that help promote our 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.
While we aim to review all applications as quickly as possible, the selection process can sometimes take longer than we would like. We will only notify individuals who have been selected for interview therefore, if you haven't heard from us within 4-6 weeks, please consider your application unsuccessful