Service Charge Action & Resolution Officer – SCART Officer

Overview

Join to apply for the Service Charge Action & Resolution Officer – SCART Officer role at A2Dominion Group

Location: Ealing – London

Fixed term contract – 12 months

A2Dominion is a residential property group with a social purpose to improve people’s lives. While we take a commercial approach to housebuilding, we reinvest all our profits into building more new homes and supporting the communities in which we work. We’re a strong player in our field and we’re part of the G15, a group of the largest housing providers in London. We’re proud of our commitment to our customers.

Role Purpose

Responsible for supporting the delivery of important service charge information to our residents. We introduced our Service Charge Action and Resolution Team (SCART) in 2024 to focus on reviewing service charge accounts; producing commentaries; and responding to resident service charge queries. The team has been a success, and we are continuing to improve services and drive new efficient ways of working for both staff and our residents. As a SCART officer, you will play a key role in revolutionizing the way we manage our service charges.

Responsibilities

• Be responsible for resolving customer queries promptly, including liaison with the A2Dominion operational teams, customers, local authorities and external managing agents as required.
• Be responsible for delivering a strong financial performance by working collaboratively with the service charge team to ensure production of accurate and transparent service charge estimates, in-year block management accounts and year-end accounts.
• Be accountable for maintaining full, clear, and accurate records for all customer contact.
• Be empowered to work closely with and challenge colleagues and contractors to ensure that services are provided to a high standard to all estates and buildings in the designated portfolio.
• To actively build relationships with stakeholders (internal and external) and represent the Group at meetings, hearings, and other forums as appropriate.
• To keep up to date with building safety, service charge and leasehold legislation and take an active role in supporting the Area Manager and Leasehold Services Manager with policies, procedures, and work practices updates to continually improve service delivery.

More About You (Qualifications)

• Educated to GCSE level or equivalent in Maths and English (Grades A*- C)
• Hold (or working towards) a professional qualification such as RICS, ARLA Property mark, TPI, or CIH.
• Extensive experience of legal aspects of leasehold law and regulations, including sections 20 and 20b and ideally practical experience of preparing and representing cases at Tribunal (FTT and upper Tribunal) and court
• Working knowledge of Landlord and Tenant Acts, Statutory Instruments and Regulations.
• Good understanding of leasehold block management in the private sector and working with managing agents both directly employed and appointed by superior landlords
• Excellent communication skills, both verbally and written.
• Excellent interpersonal skills and ability to work collaboratively with stakeholders and colleagues.
• Ability to work effectively under pressure and to meet deadlines and targets.
• Proven decision maker who takes ownership and responsibility for outcomes.
• Practical knowledge of building safety requirements as they relate to leasehold properties.
• Strong data and performance management skills to drive continuous improvement.

Choosing us is easy

As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life. We offer a wide range of staff benefits. For this role, these include:

• 25 days’ holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service
• Up to 8% contributory pension
• Investment in your learning and development.

If you require a reasonable adjustment during the recruitment process, please contact our Talent Team to request: recruitment@a2dominion.co.uk

A2Dominion are proud to be a family friendly employer

Everyone is welcome at A2Dominion Group. We know that equality, diversity, and inclusivity make us better. We embrace the unique contributions of our people and seek to create a workplace where everyone feels like they belong.

Join us at A2Dominion, where your expertise will be integral to our recovery journey, creating lasting positive changes in the lives of our customers. If you possess the right motivation and drive to contribute to our recovery and change initiatives, we invite you to apply and be a crucial part of our team.