Do you have the following skills, experience and drive to succeed in this role? Find out below.
£39,330 per annum
Long Stratton, Norwich, Norfolk
Permanent, Full Time
Fulltime: 37hrs per week
Proposed Interview Date: TBC
Key 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 in compliance with regulatory requirements and best practice, ensuring all tenants with 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.
Education and Qualifications
* Degree level or equivalent relevant professional qualification or qualification 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 KPIs.
* 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 relates 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 and 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 personalization, 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.
Please note this role is subject to a Basic Disclosure and Barring Service check.
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).
As an inclusive employer, we are committed to the equal treatment of all current and prospective employees and have a zero tolerance policy relating to discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.
#J-18808-Ljbffr