Service Charge Officer (Service Charge & Rent Officer) in Norwich

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 KPIs.
• 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 Associations 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.