Service Charge Analyst / Advisor Location: Croydon or Sittingbourne Hybrid position 2/3 days a week in the office Purpose of your role Reporting to a Service Charge Manager, you are responsible for delivering a high-quality service to service charge payers and other stakeholders. You will work collaboratively with colleagues and teams across Southern Housing to support and contribute to the transformation of our Service Charge delivery. The location You'll be based at one of our main offices in either Croydon or Sittingbourne, with the option for working in a hybrid way, 3 days in the office (Tues/Wed/Thurs) and 2 days working from home (Mon & Fri) Main Area of Responsibility * Accurately calculating, constructing, and issuing all estimated and actualised service charges ensuring compliance with legal deadlines, contractual agreements, policies, and procedures enabling full recoverability of costs, focusing on complex cases * Delivering a customer-centric, expert service for service charge payers, dealing with residents directly to resolve complex customer queries and working with internal colleagues to ensure the resolution of complaints, disputes, and dissatisfaction. * Preparing service charge information and supporting evidence for First Tier Tribunal and attend if required * Identifying and acting on areas for improvement in the calculation of service charges and supplying of information to residents * Sharing knowledge and working collaboratively with the team to create greater resilience across service charge setting activities Skills, knowledge & experience Experienced in service charge analysis, with a robust understanding of residential and commercial service charge management, including current legislative requirements and sector best practice * Strong organisational skills, able to control and deliver a range of tasks to meet deadlines * Experience of working with councillors, the wider community, and other external partners * Excellent communication skills (written and oral) * Excellent financial and numerical skills * Excellent customer service skills