Service Charge Advisor / Analyst
SERV Char_1750409294 Posted: 20/06/2025
Location: Croydon or Sittingbourne
Position Type: Hybrid (2/3 days in the office, 2 days remote)
Purpose of the role
Reporting to a Service Charge Manager, you will deliver high-quality service to service charge payers and stakeholders. Collaborate with teams across Southern Housing to support and enhance Service Charge delivery.
Location
Based at Croydon or Sittingbourne offices, with a hybrid working pattern: 3 days in-office (Tues/Wed/Thurs) and 2 days remote (Mon & Fri).
Main Responsibilities
1. Calculate, construct, and issue estimated and actual service charges, ensuring compliance with legal deadlines, contracts, policies, and procedures, focusing on complex cases.
2. Provide customer-centric service, resolving complex queries directly with residents and collaborating internally to resolve complaints and disputes.
3. Prepare service charge documentation and evidence for First Tier Tribunal hearings, attending if necessary.
4. Identify areas for improvement in service charge calculations and information provision to residents.
5. Share knowledge and collaborate with the team to strengthen service charge processes.
Skills, Knowledge & Experience
* Experience in service charge analysis with solid understanding of residential and commercial service charge management, including legal and sector standards.
* Strong organizational skills, capable of managing multiple tasks to deadlines.
* Experience working with councillors, community groups, and external partners.
* Excellent communication (written and oral), financial, and customer service skills.
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