Service Charge Officer in Basingstoke

SNG (Sovereign Network Group) is one of the largest housing groups in England. We provide over 85,000 homes and invest in local areas across the South, West and East of England, including London, as well as building thousands of new low-cost homes every year. We're looking for detail-oriented and customer-focused Service Charge Officers to join our team in Basingstoke. Working hybrid 2 days per week in the office and from home, you'll play a key role in delivering accurate service charge calculations and excellent customer service to our residents.

The Role

As a Service Charge Officer, you'll be responsible for the accurate calculation of annual service charge estimates and year-end reconciliations across a portfolio of properties. Working closely with colleagues across Finance, Housing, and external contractors, you'll help maintain high standards of accuracy, compliance, and customer satisfaction.

Key Responsibilities

• Prepare and calculate annual service charge budgets and estimates for existing and new-build schemes.
• Ensure service charge statements are produced in line with legal, regulatory, and audit requirements, while acting as a trusted point of contact for customer and stakeholder enquiries.
• Complete annual reconciliations, calculating balancing adjustments accurately and within required timescales.
• Manage and resolve complex customer service charge enquiries, disputes, and complaints by phone and in writing.
• Analyse and validate data.
• Coordinate utility billing information and meter readings to ensure accurate customer charging.

About You

We're looking for someone who combines strong analytical skills with a genuine passion for customer service.

Essential Skills and Experience

• Strong Excel skills and excellent attention to detail.
• Previous experience in a similar service charge, housing, finance, or property-related role.
• Knowledge of housing management and/or service charge processes.
• Ability to prioritise workloads and manage competing deadlines effectively.
• Proven problem-solving skills and a continuous improvement mindset.
• A calm, professional, and customer-focused approach.
• Strong communication skills with the ability to manage complex enquiries confidently.

Benefits

• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days).
• Chance to buy or sell holiday as part of our flexible benefits package.
• 3 additional wellbeing days and 2 paid volunteering days.
• Generous matched pension scheme up to 12% and Life cover at 4x salary.
• Enhanced maternity/paternity/adoption pay.
• Options for private medical insurance, dental insurance and critical illness cover.
• Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service.

At Sovereign Network Group, we are passionate about inclusion for all and creating a workplace where everyone can thrive. We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at SNG.