Service Charge Case Handler
Location
Leicestershire | United Kingdom
Job description
- To take ownership and responsibility for any service charge related complaints / queries from customers ensuring that the customer experience is positive, professional and within set timescales at all times
- Act as the first line of response for service charge queries develop a constructive dialogue to ensure effective information flow.
- Lead high profile cases (including Ombudsman and FTT cases etc) end to end and within set service levels.
- Be the point of contact for the Escalation Team to resolve Service Charge cases.
- Own CRM cases with the support of the wider Service Charge Team.
- Effectively manage cases end to end to maximise customer satisfaction.
- Produce KPIs, analysis and insight on CRM data to offer solutions to manage the Service Charge Team case load.
- Attend schemes and residents' meetings to represent the Service Charge function
- Work closely with the Neighbourhood Coordinators to manage case load and deliver the service charge cycle.
- Assist housing services and other areas of the business with the final accounts validation, to ensure the accurate calculation and communication of the annual service charge reviews.
- Work with other areas of the business to produce service charge estimates for new schemes, collating and interpreting all legal documentation to ensure service charges are set accurately and providing value for money
- For new schemes agree the level of service charge to be levied with the development department at the earliest stage and ensure that new and existing properties are correctly coded on the Northgate system and the property components are set up to correctly administer the calculation of charges.
Job tags
Salary
£28k - £30k per annum
