Service Charge Director, South East in London

Salary: Competitive Salary plus benefits

Contract: Permanent

Hours: Monday to Friday – 9am to 5pm (35 hours per week)

Why FirstPort?

FirstPort is on an ambitious journey to redefine excellence in UK residential property management. We are committed to elevating and resetting industry standards to be the most trusted and professional residential property management company.

By joining us as a Service Charge Director, you will play a pivotal role in achieving our vision.

You will directly support FirstPort’s mission to elevate industry standards and provide an exceptional service to our customers.

With access to accredited training and development programmes, you will be empowered to reach your potential.

We foster a culture where collaboration and innovation thrive, ensuring you feel valued and supported every step of the way.

Be part of a forward‑thinking organisation that is shaping the future of residential property management in the UK.

• Collaborative: We work together, combining expertise to deliver outstanding outcomes for our customers
• Consistent: We deliver dependable results, building trust with customers and colleagues
• Simple: We simplify the complex, ensuring our financial processes are straightforward and understood
• Clear: We communicate with clarity, making information accessible and transparent to all stakeholders

As a Service Charge Director, you will contribute to our vision of being the UK’s favourite property manager by:

• Driving the strategic direction and delivery of our customers’ financial experience, enabling FirstPort to become a truly customer‑centric business.
• Leading innovation and thought leadership, seeking to push the boundaries of opportunity throughout the division and the wider business.
• Leading and developing a team of service charge accountants and administrators, driving performance to enable delivery of an effective and efficient service to internal and external customers.
• Attending Regional Board Meetings.

• Lead and drive team performance and delivery, effectively assigning and organizing all workloads appropriately.
• Provide effective leadership to motivate, engage, maintain morale and achieve high standards within their team.
• Continually review departmental data and trends, including employee attendance and performance to ensure set targets are met.
• Empowering teams to take ownership and use their judgement to provide timely personalised responses.
• Creating a positive, diverse environment, identify talent and create development and succession plans.
• Encourage and promote collaborative working with operational colleagues to increase the quality and speed of responses to customers.
• Ensure all Service Charge Accounts and Estimates are issued on time, are accurate and are of highest quality.
• Identify ways to improve the service charge accounting process and reduce queries.
• Establish and embed clear and rapid escalation processes ensuring that we deal with customer escalations in a speedy manner.
• Drive strategies across the team to enable financial accountability and upskilling surgeries to your Operational stakeholders.
• Strengthen relationships with Operations and our Customer Service Teams through refined and simplified processes.

• Strong accounting technical knowledge and people leadership capability.
• Experience working with Audits and process improvements.
• Self‑motivated and works well in a fast‑paced environment.
• Excellent IT skills, and up to date with new technology with strong finance Systems Knowledge specifically essential for QUBE.
• Experience in leading teams, employing a range of leadership skills tailored to the collective and individual needs.
• Strong customer and employee focus with the ability to utilise data insights to drive performance improvement.
• A driven individual with the ability to work at pace and be agile.
• Taking a customer centric approach, anticipating the customer’s future needs.
• Confident, articulate communicator – both orally and in writing.
• Ability to establish the root cause and remove demand failure.
• Ability to influence individuals and engage and manage stakeholders at all levels of the business.
• Results orientated and delivers against action‑led deadlines and legislative requirements.

Our customers deserve the best and the same applies to our people. We will provide you with the technology, training and support that you need to do your job well. We offer competitive salaries and a range of benefit packages depending on the grade of your role, such as private medical insurance, pension contributions and life assurance.

Diversity: We’re committed to promoting diversity at FirstPort and recruit on merit.

Ready to make a difference? If you’re ready to take the next step in your career and make a difference we’d love to hear from you!

All applicants must be eligible to live and work in the UK without restrictions, and documented evidence of eligibility will be required.

Join us at FirstPort, where we not only manage properties but strive to lead and transform the industry. Together, we can make a difference – for our customers, our colleagues, and the future of residential property management in the UK.

Elevate your career. Reset the standard. Join FirstPort.