Service Charge Manager in Cardiff

About the Role

CCHA is a learning organisation committed to delivering excellent services to our customers. This role provides strategic leadership within the Housing and Communities Directorate, ensuring service charges are fair, transparent, and accurate. It combines financial expertise with strong cross-team collaboration, influencing how service chargeable activities are delivered and managed across the organisation. Success in this role depends on building strong relationships and working in partnership with colleagues to embed best practice, maintain compliance, and deliver a consistent customer experience. While a solid financial background—through qualification or experience—is essential, you will also need the ability to guide and support non-financial teams in service charge-related activities.

Key responsibilities include:

• Shaping policy, setting standards, and embedding good practice across all directorates.
• Working with Heads of Service, including Head of Finance, to set annual service charge budgets, reconcile costs, and ensure rent and service charge letters are accurate and issued on time.
• Providing insight and advice on areas where service charges are under-recovered and identifying opportunities to maximise income while balancing affordability and compliance.
• Managing a team responsible for customer queries, disputes, and consultations, including Section 20 notices and other legal processes.
• Acting as a change champion across the organisation, influencing decisions and supporting service improvement initiatives.
• Preparing for future regulatory changes, including the Leaseholder Reform Act and Heat Network Regulations.
• Contributing to corporate planning and income maximisation strategies, supporting organisational sustainability and growth.

About You

CCHA is committed to delivering excellence in how we provide, manage, and charge for our service activities. We oversee a substantial portfolio of properties that attract service charges, and we have made significant progress in ensuring consistency, transparency, and compliance. Listening to our customers has shaped our approach, and many services are now delivered through in-house CCHA teams to improve quality and value. This role acts as a central link between Finance, Operations, and Customer Services, ensuring that service charges are accurate, transparent, and aligned with organisational priorities.

You will:

• Lead a small team and work collaboratively across departments to embed best practice, support decision-making, and maintain compliance with legislative and regulatory requirements.
• Coordinate with Finance, Housing, and Asset teams to lead the annual service charge setting process, ensuring accurate calculations and timely communication to customers.
• Work closely with Heads of Service to embed accountability for service charge performance, supporting them in achieving key financial and operational metrics.
• Partner with Communications and Customer Services to ensure clarity and transparency in customer messaging, particularly around rent uplift letters and service changes.
• Facilitate the internal Service Charge Working Group, driving collaboration, sharing insights, and promoting continuous improvement across all service areas.
• Provide financial and strategic advice to Heads of Service and Corporate Leadership and the Board, balancing affordability for customers with organisational sustainability.
• Support customer consultations on service changes and new offerings, ensuring compliance with legal frameworks and reflecting CCHA’s values.

Our Shared Values

• Caring
• Respectful
• Trusting and Trustworthy
• Honest
• Brave
• Yourself