You will maximise income through the efficient collection of service charges and the swift resolution of queries and disputes. You will also provide a helpful and efficient front-line leasehold management service.
Main duties of the job
Ideally we are looking for someone with experience in service charge collection and leasehold management, or candidates with a strong debt collection background and knowledge of leasehold issues. You should be committed to meeting collection targets and delivering customer-focused services. You will also need strong communication and IT skills, and be able to multitask in a fast paced environment.
Working for our organisation
We're determined to make Islington more equal. To create a place where everyone, whatever their background, has the opportunity to reach their potential and enjoy a good quality of life.
We also have an ambitious goal – to be the best council in the country – with every employee clear about the part they play and inspired, focused and supported to give their very best.
We want to build an organisation where employees feel valued, inspired and empowered to help us achieve our goals and provide the best services possible to our residents.
Our values and behaviours
‘Be Islington’ is about setting a clear challenge about what it means to be an Islington employee and sets the standard for every new recruit.
We ask our employees to ‘Be Islington’ – playing their part in working together for a fairer borough and to always be collaborative, be ambitious, be resourceful, and be empowering (‘CARE’).
Interested in knowing more about our values, our vision and our priorities? Check out these videos from our Leader, Cllr Kaya Comer-Schwartz and Chief Executive, Linzi Roberts-Egan:
Leader, Cllr Kaya Comer-Schwartz https://youtu.be/LfdyvXRk5a0
Chief Executive, Linzi Roberts-Egan https://youtu.be/BxluG_h2hQU
The council is committed to providing good value home ownership services to council leaseholders. The leasehold teams are responsible for collecting service charges and providing a leasehold management service which includes dealing with issues relating to sales, remortgages, subletting, lease compliance and alteration/home improvements.
Detailed job description and main responsibilities
Leasehold officers are responsible for:
Collecting service charges (annual and major works), building insurance, ground rent.
Shared ownership rent and ad hoc recharges across a residential and commercial property portfolio.
Providing a front-line leasehold management service including processing legal notices and applications for alterations, sales, subletting, re-mortgages etc; and investigating and resolving breach of lease cases.
From person spec
- At least two years’ experience of working in a residential leasehold management role, including: service charge arrears recovery, and delivering front-line services to residents.
- Knowledge of current legislation, case law and best practice relating to service charges and leasehold management.
- Excellent verbal and written communication skills, including the ability to interpret and explain to a range of audiences relevant legislation and complex legal documents such as leases.
- Strong IT skills, including a good working knowledge of Microsoft Office, and of Housing Management IT systems e.g. Northgate Housing.
- High level of attention to detail, numeracy and record keeping.
- Ability to investigate casework, disputes and complaints, and to identify and implement customer-focused solutions.
- Strong problem-solving and negotiating skills and experience of dealing with emotive situations. Ability to demonstrate empathy, patience and understanding of customers’ needs and requirements.
- Self-motivated and able to organise own workload, manage conflicting demands and prioritise tasks effectively.
- Ability to work collaboratively with colleagues in other departments and to adopt a flexible approach to team working.