We have an exciting opportunity for a Service Charge & Rent Officer to lead on managing agents and carry out the administration and communication of service charges and rent application for 7000+ homes, homeowners, freeholders on estate and garages.
Responsibilities
* 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 receive clear and concise breakdowns of the charges and transparent explanations for any changes in costs.
* Ensure that service charge, estate-based charges and utility billing arrangements comply with 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, responding to queries and explaining charges in an understandable manner.
* Manage operational aspects of a customer‑facing team, delivering customer excellence and meeting KPIs.
* Support change management and implementation of new software and systems for service charge billing and reporting.
* Travel occasionally to different properties and meetings across the Housing Association's portfolio.
* Adopt a flexible approach to work during peak times, such as annual rent notifications and year‑end reconciliation.
Qualifications
* Degree level or equivalent relevant professional qualification, or qualified by experience.
* Evidence of continued professional development.
* Working towards or holding a Chartered Institute of Housing (CIH) Level 2 or above, or similar qualification.
* Demonstrable work experience in service charge and rent management within housing associations, property management or public sector housing.
* Experience with complex variable service charges, estate charges, sinking funds and diverse rent regimes (Social, Affordable, Intermediate).
* Understanding of leasehold management, Section 20 consultation processes and management of external third‑party managing agents.
* Knowledge of welfare benefits and their impact on housing.
* Experience in stakeholder management of both internal and external stakeholders.
Skills & Knowledge
* Strong knowledge of government policy, legislation and regulation in relation to service charges, rents and best practice.
* In-depth understanding of leases, tenancies, legislation and case law related to service charges, sinking funds and rents.
* Proficiency in using data and insights to drive transparency, personalisation and service improvements.
* Financial modelling, budgeting, and forecasting skills.
* Strong organisational and time‑management skills, with the ability to manage competing priorities effectively.
* Attention to detail and accuracy in financial and service charge calculations.
* Excellent customer service skills, with a focus on resolving queries and complaints timely and professionally.
* Strong analytical and problem‑solving skills, with the ability to interpret financial data and identify trends or issues.
* 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.
* Proactive approach to continuous improvement and process development.
* Capability to develop IT systems for managing service charges & rents.
* Ability to translate complex financial concepts into plain English for diverse stakeholders, colleagues and residents.
* Collaborative approach with strong stakeholder relationship building.
We are an equal opportunities employer and welcome applicants from all backgrounds.
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