Service Charge Officer (Service Charge & Rent Officer)

Service Charge Officer (Service Charge & Rent Officer)

Long Stratton, Norwich, Norfolk

Full Time: 37hrs per week

This position is hybrid working, with office attendance only when required, giving you the flexibility to balance your workload in a way that suits you.

Key Responsibilities Include:

* Liaise with departments (e.g., Housing and Asset) to gather data and ensure that the budgeting process reflects the true costs of services provided to residents.

* Issue the annual rent and charges with regulatory requirements, and best practice. Ensuring all tenants that have a service charge or personal charge receive clear and concise breakdowns of the charges, with transparent explanations for any changes in costs.

* Ensure that service charge, estate-based charges and utility billing arrangements comply with the relevant laws, regulations, and guidelines, including the Leasehold Reform Act and other housing legislation.

* Ensure that all statutory obligations are met, including the provision of annual service charge certificates and accurate reporting in line with regulatory requirements.

* Provide clear and transparent communication to residents regarding service charge billing, including responding to queries and explaining charges in an understandable manner.

Our Ideal Candidate Will Have:

Educations and Qualifications:

* Degree level or equivalent relevant professional qualification or qualified by experience.

* Evidence of continued professional development

* Have or are working towards a Chartered Institute of Housing (CIH) Level 2 or above, or similar.

Experience:

* Demonstrable work experience in service charge and rents or a similar role within housing associations, property management, or public sector housing.

* Experience of complex variable service charges, estate charges, sinking funds, and diverse rent regimes (Social, Affordable, Intermediate).

* Understanding of leasehold management, Section 20 consultation processes and managing external third-party managing agents.

* Understanding of welfare benefits.

* Experience in operational management in a customer facing team.

* A track record of customer excellence and performance against KPI’s

* Experience of change management and supporting changes in software and systems.

* Experience of working within a customer-focused environment and handling challenging customer interactions.

* Knowledge of housing management software and systems used to manage service charge billing and reporting.

* Experience of modifying and maintaining policy and procedures.

* Experience of identifying, interpreting, and implementing changes in response to new legislation or regulations.

* Experience of interpreting law and housing legislation as it related to rents, service charge, leasehold management and managing agents to ensure compliance and effective service delivery.

* Experience of stakeholder management of both internal and external stakeholders.

Skills, Knowledge and Abilities:

* Knowledge of government policy, legislation, regulations, in relation to service charges, rents and best practice

* Strong knowledge of leases, tenancies, legislation, and case law in relation to service charges, sinking funds and rents.

* Knowledge of developing IT systems for managing service charges & rents.

* Knowledge of the Landlord and Tenant Act 1985 & Housing Acts.

* Strong ability to translate complex financial concepts into "plain English" for diverse stakeholders, colleagues, and residents.

* Strong customer service skills, with a focus on resolving queries and complaints in a timely and professional manner.

* Strong skills in financial modelling, budgeting, and forecasting

* Proficiency in using data and insights to drive personalisation transparency, and service improvements.

Personal Attributes:

A collaborative approach and excels in building and maintaining strong stakeholder relationships internally and externally.

Strong analytical and problem-solving skills, with the ability to interpret financial data and identify trends or issues.

Strong organisational and time-management skills, with the ability to manage competing priorities effectively.

Elevated level of attention to detail and accuracy in financial and service charge calculations.

Strong interpersonal and negotiation skills, with the ability to build relationships with internal teams, contractors, and residents.

Proficient in Microsoft Office, particularly Excel, and housing management software systems.

A proactive approach to continuous improvement and process development.

This role may require occasional travel to different properties and meetings across the Housing Association’s portfolio.

A flexible approach to work may be required during peak times (e.g., annual rent and charge notifications, year-end service charge reconciliation).

Please note this role is subject to a Basic Disclosure and Barring Service check