Service Charge Officer (Service Charge & Rent Officer)

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