3 September 2024 
London 
Part-time, Temporary Role Overview
As the Leasehold Capital Service Charge Team Manager, you will be responsible for leading a team within the Housing Services department. Your focus will be on managing the recharging of lessees for major works schemes, ensuring that all recoverable costs are identified, and that accurate and compliant service charge documentation is produced and issued.
Key Responsibilities
Capital Service Charge Management: Oversee lessee re-charging for major works schemes.
Monitor contract costs and prepare Section 20B Notices.
Reconcile project costs and ensure accurate recharging to lessees.
Produce statutory Section 20 Notices and service charge documentation.
Management Responsibilities:
Lead and motivate a team of Leasehold Advisors to deliver exceptional customer service.
Conduct regular 1-1 meetings, team briefings, and seasonal conversations focused on personal development and wellbeing.
Establish a culture of continuous service improvement, ensuring learning from feedback and complaints.
Manage team performance, set targets, and handle capability, disciplinary, and absence issues in line with Council policy.
Ensure compliance with health and safety standards and support equal opportunities and diversity initiatives.
Communication and Engagement:
Maintain effective communication with leaseholders and attend resident and estate meetings as required.
Prepare responses to complaints and enquiries, ensuring issues are resolved satisfactorily.
Collaborate with internal and external stakeholders to support the delivery of corporate objectives.
What We Expect You to Achieve Deliver a professional, customer-focused service to Council lessees with high resident satisfaction. Ensure high team performance and effective support and guidance for Leasehold Advisors. Foster effective communication and engagement with lessees and internal/external colleagues. Drive continuous improvement in Leasehold Services based on best practices, legal changes, and feedback.
Skills & Experience Desirable:
Experience in leasehold management, team management, and customer service.
Expert knowledge of leasehold legislation.
Strong written and verbal communication skills.
Proficiency in IT systems and a good understanding of Diversity and Equality Opportunities.
Corporate Standards Financial Management:
Manage delegated budgets and resources in line with council processes.
Values and Behaviours:
Work in alignment with Westminster’s values, empowering your team.
Compliance:
Ensure legal, regulatory, and policy compliance in your area of expertise.
Equality and Diversity:
Promote and support equality and diversity in your day-to-day work.