Job Description
Service Charge & Rent Officer
£39,330 per annum
Long Stratton, Norwich, Norfolk
Permanent, Full Time
Fulltime: 37hrs per week
Proposed Interview Date: TBC
We have an exciting opportunity for a Service Charge & Rent Officer to lead on managing agents and carry out the administration, and communication of service charges and rent application for 7000+ homes, homeowners, freeholders on estate and garages.
Key Responsibilities Include:
* 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 with regulatory requirements, and best practice. Ensuring all tenants that have 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.
For a full list of responsibilities please see the attached Role Profile
Our Ideal Candidate Will Have:
Educations and Qualifications:
* Degree level or equivalent relevant professional qualification or qualified 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 KPI’s
* 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 related 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, 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 personalisation 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.
* 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).
Please note this role is subject to a Basic Disclosure and Barring Service check