Description Job Title: Rent & Service Charge Policy Advisor Contract Type: 6 Months Fixed Term Contract Salary : £36840.67 per annum (£40,533.33 is achieved after 12 months successful performance in the role) Working Hours: 35 hours per week Working Pattern: Monday - Friday Location: Hybrid, Liverpool / London / National Please be aware we are recruiting for 2 positions. If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description. The difference you will make as Rent & Service Charge Policy Advisor. As a Rent & Service Charge Policy Advisor you will support the Group Policy - Rent and Service Charge function in the implementation of its policies and procedures to ensure the accurate formulation of service charges for all customer types and the maintenance of associated modelling and calculators. Provide a customer focused Rent and Service Charge Policy service, delivering advice and support to finance and operational colleagues regarding service charge matters including associated business rules and formulae. About you We are looking for someone with: Solid knowledge and hands on practical experience of legislation, regulations and standards relating to service charges within the Housing Sector. Experience of providing financial monitoring and administration, preferably for rent and/or service charges. High attention to detail. Strong analytical skills A background in Social Housing would be advantageous Strong Excel expertise Why Riverside? At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us. Working with us, you’ll enjoy: Competitive pay & generous pension 28 days holidays plus bank holidays Flexible working options available Investment in your learning, personal development and technology A wide range of benefits Diversity and Inclusion at Riverside: We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview. This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview. Role Profile Support the Service Charge Policy & Systems Manager to develop and implement Group Service Charge policies and frameworks, contributing to reviews to ensure ongoing compliance with legislation, government guidelines and Group policy. Support the Service Charge Policy & Systems Manager to manage and oversee service charge processes for the Group, ensuring statutory deadlines are met. Act as the lead for all colleague / internal service charge related queries, ensuring accurate and consistent application of charges and service charge calculations across the Group for all customers. Ensure service charge letters produced for customers are accurate, consistent and comply with legislation, government guidelines and Group standards. Deputise for the Service Charge Policy & Systems Manager where required. Responsible for the preparation of financial information required for any First Tier Tribunals, liaising with key stakeholders including legal representatives and operational colleagues to ensure cases are prepared thoroughly and participants are briefed accordingly. Manage the workflow to monitor compliance checks for service charge expenditure. Maintain all collateral relating to Service Charge Policy, including procedures and letters, ensuring alignment to the overall Group Policy - Rent and Service Charge Strategy, government guidelines and Group standards. Administer escalated policy queries and issues, collaborating with the Service Charge Policy & Systems Manager to ensure the provision of expertise and support to complex, high profile and high risk issues. Maintain system records to ensure accurate data is held and issues are investigated and resolved in line with agreed procedures and service level agreements Manage internal and external stakeholders effectively, building constructive working relationships to effectively deliver the Group Policy - Rent and Service Charge Strategy. Provide accurate and timely data as required to address customer queries and for review by others to support decision making. Support the Policy Administrator – Rent & Service Charges with their work and provide direction, where needed. Maintain and develop knowledge of regulatory, legal and systems knowledge to maintain competence in role. Actively contribute to the continuous improvement of processes, systems and procedures. Respond flexibly to any necessary changes in work priorities and undertake other duties when required to support the effective operation of the service. Ensure all GDPR requirements are met in accordance with the Group’s policy, procedures and statutory requirements. Ensure that health and safety requirements are met in accordance with the Group’s policy, procedures and statutory requirements Person Specification Essential Excellent attention to detail with the ability to work under pressure, deliver to strict deadline and manage conflicting priorities. Customer focused with excellent communication skills, both verbal and written, showing the ability to meet the needs of a varied customer base. Excellent planning and organisational skills and the ability to prioritise. Ability to show initiative and propose solutions to issues identified. Results focussed with the ability to take ownership of tasks. Excellent team player who can work flexibly to meet business requirements. Proficient in the use of MS Office including Excel. Desirable Knowledge of IT systems relating to rent and service charges.