Job Description
3 months contract with a Local Authority
Job Summary:
• The Service Charge Team Manager will lead and motivate a team responsible for the accurate preparation, calculation, and issuing of both estimated and actual service charges across Southern Housing.
• Reporting to the Head of Service Charge Transformation, the postholder will ensure legal compliance, support service improvement projects, drive customer-focused service delivery, and contribute to the wider transformation of service charge processes.
Key Duties/Accountabilities (Sample):
• Lead, manage, supervise, and motivate the Service Charge Team to deliver accurate service charge calculations and documentation.
• Ensure compliance with statutory deadlines, contractual obligations, policy, and regulatory requirements.
• Oversee customer enquiries, complaints, disputes, and service charge challenges, ensuring a customer-centred approach.
• Maintain effective internal controls to ensure strong performance against KPIs and full cost recoverability.
• Partner with internal stakeholders to prepare annual service charge budgets and monitor expenditure.
• Support systems development and process improvements to enhance the efficiency and accuracy of service charge delivery.
• Develop and maintain policies, procedures, and controls aligned with legislation and best practice.
• Deliver training, coaching, and support to strengthen capability and resilience within the team.
• Build and manage relationships with residents, managing agents, freeholders, head lessees, and other partners.
• Identify opportunities for improvement in service charge calculation and information provision.
• Lead service improvement and transformation projects as required.
• Manage team HR matters in line with organisational policies (recruitment, performance, attendance, capability, etc.).
• Ensure the accuracy and integrity of service charge data across systems and databases.
Skills/Experience:
• Proven people-leadership experience with the ability to motivate, develop, and manage a team.
• Strong organisational capability, able to balance multiple deadlines and monitor workflow effectively.
• In-depth knowledge of residential and commercial service charge management, legislation, and industry best practice.
• Excellent communication skills (written and verbal) and confidence working with a range of stakeholders.
• Experience working with councillors, community stakeholders, and external managing agents.
• Strong financial and numerical skills, including interpretation of KPIs and management information.
• High level of customer service focus and ability to resolve complex queries and disputes.
• Ability to manage change, navigate complex environments, and prioritise competing demands.
• Resilience, diplomacy, patience and strong listening skills.
• Commitment to Southern Housing’s HEART values: Honest, Efficient, Accountable, Respectful, Trusted.
Additional Information:
• The closing date: 04/12/2025.
• This temporary role (13 weeks) is based at either Croydon, Farringdon, East Croydon or Sittingbourne, with hybrid working (3 remote days, office attendance Tuesdays and Wednesdays).
• Employment type: Temporary (13 weeks), 35 hours per week.
Requirements
• Proven people-leadership experience with the ability to motivate, develop, and manage a team. • Strong organisational capability, able to balance multiple deadlines and monitor workflow effectively. • In-depth knowledge of residential and commercial service charge management, legislation, and industry best practice. • Excellent communication skills (written and verbal) and confidence working with a range of stakeholders. • Experience working with councillors, community stakeholders, and external managing agents. • Strong financial and numerical skills, including interpretation of KPIs and management information. • High level of customer service focus and ability to resolve complex queries and disputes. • Ability to manage change, navigate complex environments, and prioritise competing demands. • Resilience, diplomacy, patience and strong listening skills. • Commitment to Southern Housing’s HEART values: Honest, Efficient, Accountable, Respectful, Trusted.