Head of Service Charge & Rents

An exciting opportunity has arisen for an experienced Head of Service Charges, Rent and Income to work with a Housing Provider based in Norfolk on a Permanent basis.

Salary: £65,000 Per Annum

The Head of Service Charge, Rents and Income provides strategic leadership and operational oversight for the client's service charges, rent application and income collection activities. Ensuring that delivery is complaint, customer-focused, and aligned with best practice whilst maximising income across the and 7000+ homes, homeowners, freeholders on estate and garages.

The postholder leads on policy development, process improvement, and system enhancements of services under their remit whilst being innovative and ensuring they comply with legislative, regulatory and sector changes

Duties:

Responsible for the Rent and Charges notification process, estimate consultation process, Actual Account Process, Sinking Fund Process, Major Work Final Account Process and Collections processes.
Develop, maintain, and own the Service Charge Policy, Income Collection Policy and Feed into the groups Rent Setting policy owned by Finance.
Develop strategies for income collection to ensure cost recovery and minimise arrears across all tenures.
Develop strategies for financial inclusion and debt advice, helping residents access welfare benefits to sustain their tenancies.
Set and monitor rigorous Key Performance Indicators (KPIs)
Represent the client at regional and national housing forums, building the organisation's profile and influence.
Leadership of the day-to-day operations, role modelling a culture of learning, ownership, and trust
Provide visible, values-based leadership contributing to cross departmental collaboration.
Support colleagues to enhance and apply their technical knowledge to deliver an effective service to tenants, residents, and stakeholders.
Support the organisation to improve organisation knowledge regarding service charges, rent & income collection.
Coach and mentor future leaders, promoting a culture of empowerment and accountability.
Create a culture of creativity, innovation and problem solving with all team members.
Cultivate a sense of ownership, responsibility and curiosity within all teams ensuring staff feel empowered and connected to our Inspiring strategy.
Act as an ambassador for the client and explore ways in which to represent the work that we do and collaborative working.
Deputise for the Director of Tenant Services as requireExperience Required:

Demonstrable and extensive experience working in a senior housing management role a Social Housing or Local Authority setting.
In depth experience in managing complex variable service charges, estate charges, sinking funds, and diverse rent regimes (Social, Affordable, Intermediate).
Deep understanding of leasehold management, Section 20 consultation processes and managing external third-party managing agents.
Experience of income collection and welfare benefits.
Experience in creating and developing policy and procedures.
Substantive experience of working with and presenting complex financial and compliance reports to governance groups including Tenant Service Committees and Boards.
Experience of identifying, interpreting, and implementing changes in response to new legislation or regulations.
Experience at forming and delivering strategic roadmap plans including training, quality assurance, and annual plans.
Experience in leading customer facing teams and a history of customer excellence & performance against KPI's.
Extensive knowledge of law and housing legislation related to rents, service charge, leasehold management, managing agents and income collection to ensure compliance and effective service delivery.
Extensive stakeholder management of both internal and external stakeholders