• Project managing the end-to-end process of calculating and issuing biannual invoices for circa 5,000 properties, totalling £7m+.• Responsible for ensuring that all information and invoices meet legislative requirements.• Providing internal advice as the most senior service charge officer within the organisation.• Leading engagement with external stakeholders including residents and contractors.• Implementing service charges for new Council-owned properties.• Line… Show more • Project managing the end-to-end process of calculating and issuing biannual invoices for circa 5,000 properties, totalling £7m+.• Responsible for ensuring that all information and invoices meet legislative requirements.• Providing internal advice as the most senior service charge officer within the organisation.• Leading engagement with external stakeholders including residents and contractors.• Implementing service charges for new Council-owned properties.• Line management of Service Charge team.• Leading the implementation of new accounts receivable system for the department, working closely with the providers and internal stakeholders to ensure successful implementation.• Implementation and improvement of service charge and wider leasehold-related processes. Show less

• Leading the calculation of invoices for circa 5,000 properties.• Building effective relationships, both within the business and external partners, resulting in an increase in customer satisfaction.• Constantly assessing and making changes to the team’s processes to improve the quality of output produced.• Preparing and analysing large amounts of data within tight timeframes.• Pro-actively problem solving to identify potential issues before they occur and taking steps to… Show more • Leading the calculation of invoices for circa 5,000 properties.• Building effective relationships, both within the business and external partners, resulting in an increase in customer satisfaction.• Constantly assessing and making changes to the team’s processes to improve the quality of output produced.• Preparing and analysing large amounts of data within tight timeframes.• Pro-actively problem solving to identify potential issues before they occur and taking steps to prevent or resolve at the earliest opportunity.• Successfully self-managing workload and priorities to meet performance targets and KPIs. Show less

• Responsible for workload planning using Active Operations Management framework; this involved collating data on work in/out, analysis of trends and capacity, negotiating work in and capacity with other teams and setting priorities for different timeframes. The team’s output was the best in the country during this time.• Management experience and support, as deputy team leader and regularly acting up and leading a team of 15 across multiple locations.• Experience working on ad-hoc… Show more • Responsible for workload planning using Active Operations Management framework; this involved collating data on work in/out, analysis of trends and capacity, negotiating work in and capacity with other teams and setting priorities for different timeframes. The team’s output was the best in the country during this time.• Management experience and support, as deputy team leader and regularly acting up and leading a team of 15 across multiple locations.• Experience working on ad-hoc projects as required by management, including collating data from a number of sources, analysis and providing recommendations.• Providing technical information to internal & external customers in an understandable way, receiving top marks in all performance measures.• Resolving complaints and queries using people skills and in-depth knowledge of legislation and processes.• Independent and fast decision making to tight timeframes. This required making regular on the spot decisions, always with an eye on the big picture.• Devising and delivering training for new and existing staff, ranging from short workshop sessions to intensive programmes lasting several weeks.• Certified as an in-house trainer to facilitate business writing courses. Show less

• Answering technical queries with a consistently high level of customer service.• Tailoring explanations of technical concepts to suit a wide range of customers.• Coaching peers on technical and customer service skills.• Interpreting legislation.• Consistently exceeded all performance measures while working in a high pressure, demanding environment.