Service Charge Officer (Service Charge & Rent

 

Service Charge Officer (Service Charge & Rent Officer)

Long Stratton, Norwich, Norfolk

Full Time: 37hrs per week 

 

This position is hybrid working, with office attendance only when required, giving you the flexibility to balance your workload in a way that suits you.

 

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.

 

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