Service Charge Analyst
SERV Char SITT_1753439717 | Posted: 25/07/2025
Location: SW London
Hybrid position: 2/3 days a week in the office
Purpose of your role
Reporting to a Service Charge Manager, you will be responsible for delivering high-quality service to service charge payers and other stakeholders. You will collaborate with colleagues across Southern Housing to support and contribute to the transformation of our Service Charge delivery.
The location
This role can be based in Sittingbourne or Croydon offices, with a hybrid working arrangement: 3 days in the office (Tues/Wed/Thurs) and 2 days from home (Mon & Fri).
Working hours: 9:00am - 5:00pm
Main Responsibilities
1. Accurately calculate, construct, and issue all estimated and actualised service charges, ensuring compliance with legal deadlines, contractual agreements, policies, and procedures to enable full recoverability of costs, focusing on complex cases.
2. Provide a customer-centric, expert service for service charge payers, handling residents' queries, and working with internal teams to resolve complaints, disputes, and dissatisfaction.
3. Prepare service charge information and supporting evidence for First Tier Tribunal hearings, attending if required.
4. Identify areas for improvement in the calculation of service charges and the supply of information to residents.
5. Share knowledge and collaborate with the team to strengthen resilience across service charge setting activities.
Skills, Knowledge & Experience
1. Experience in service charge analysis, with a strong understanding of residential and commercial service charge management, including current legislative requirements and sector best practices.
2. Strong organisational skills, capable of managing multiple tasks to meet deadlines.
3. Experience working with councillors, community members, and external partners.
4. Excellent communication skills, both written and oral.
5. Strong financial and numerical skills.
6. Outstanding customer service skills.
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