Leasehold Services is seeking an enthusiastic and dedicated individual to join our Leasehold Collections Team on a permanent contract.

In this pivotal role, you’ll work alongside a supportive and dynamic team to deliver an outstanding service to our leaseholders and ensure the effective collection of leasehold income. Your responsibilities will be varied, rewarding, and crucial to the smooth running of our service, including:

• Proactively resolving leaseholder enquiries to help promptly collect ground rents, service charges, and major works charges.
• Resolving leaseholder disputes efficiently and sensitively, maintaining positive and professional relationships.
• Conducting site visits and face-to-face meetings to support effective case management and strengthen leaseholder engagement.
• Ensuring the accuracy of service charges and major works charges, investigating and addressing discrepancies where needed.
• Facilitating leaseholders’ rights to inspect accounts and supporting the scrutiny of charges in line with leasehold legislation and best practice.
• Liaising with internal teams, legal services, and external partners to progress arrears cases and enforce lease terms where necessary.
• Promoting high standards of customer care, transparency, and professionalism.

What we offer:

• A role where your skills, initiative, and commitment to excellence can make a real and lasting impact.
• 26 days paid holiday each year in addition to bank holidays.
• Council’s pension scheme
• Cycle to work salary sacrifice scheme.
• Interest-free loans.
• Well-being discounts.
• Newly refurbished offices, with free tea, coffee and fruit, and shower facilities.
• Flexibility for blended and remote working provisions.
• Working within a diverse and inclusive workforce.
•  Opportunities for professional development and career progression.

Tower Hamlets vision for our borough is that: people are aspirational, independent and have equal access to opportunities; we are a borough that our residents are proud of and love to live in; and we are a dynamic, outcomes-based council using digital innovation and partnership working to respond to the changing needs of our borough. We want people who aspire to our TOWER values: Together; Open; Willing; Excellent; Respect.

We are an accredited “disability confident employer” that guarantees an interview for all those that have indicated a disability that meets the minimum essential criteria for the role.

We’re looking for someone who:

• Has experience in housing management, leasehold services, or a related field.
• Is confident in handling complex queries and disputes within best practice standards.
• Understands leasehold legislation and service charge processes and procedures.
• Communicates clearly and effectively with a wide range of audiences.
• Works well both independently and as part of a collaborative team.

How to apply:

You are encouraged to read the job description and person specification before applying for this job role. 

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