Service Charge & Income Optimisation Manager

East End Homes is a community-focused housing provider dedicated to delivering local services that meet the needs and aspirations of our residents. We operate with a culture that values kindness, respect, and professional accountability, driven by our core values: We are listening, We are trusted, We are caring and We are improving. Our staff enjoy a supportive and friendly environment where they can make a tangible impact on the London community while benefiting from a commitment to personal development and rewarding careers.

The Role

As the Service Charge & Income Optimisation Manager, you will take full ownership of a newly created function within our Finance directorate. This is not a role for someone who wants to be pigeonholed; you will oversee the service charge cycle from end-to-end, ensuring accurate, transparent, and fully recoverable charges across our mixed-tenure portfolio. Your remit will involve unpicking complex, "messy" estate service charges and rebuilding them with robust accounting principles. You will lead on budget setting, statutory consultations (including Section 20 processes), and year-end accounts, while providing strategic leadership to a dedicated team. This is a rare opportunity to move beyond a "consultancy" mindset and build a long-term legacy, working collaboratively with partners like Tower Hamlets Council and Poplar HARCA to ensure our financial processes work for both the organisation and our residents.

The Person

We are looking for a pragmatic professional who understands that sustainable change requires building relationships before implementing systems. The ideal candidate will possess:

• Deep Financial Acumen: You must have a strong grasp of accounting fundamentals (accruals, prepayments, journals) and be part-qualified CCAB or equivalent.
• Service Charge Expertise: Significant experience managing service charges within social housing or residential property, including a firm understanding of the Landlord and Tenant Act and Housing Acts.
• A "Quality-First" Mindset: You are someone who refuses to cut corners, practicing high levels of due diligence and evidencing your work through meticulous calculations and apportionments.
• Relationship-Driven Leadership: The ability to engage with stakeholders at all levels - from Estate Management Boards to time-pressured colleagues - using persistence and empathy to get the best results.
• Pragmatism and Patience: You understand how to "scaffold" improvements, prioritising long-term stability over quick fixes and taking the time to understand the business dynamics before making changes.

The Benefits

East End Homes provides a supportive and dedicated team environment where hard work and initiative are genuinely recognised. We offer:

• Salary: Up to £60,000 per annum.
• Ownership & Autonomy: The chance to grow this brand-new role and build your own sphere of influence.
• Learning & Development: Personalised opportunities to expand your professional skills and career breadth.
• Modern Working: A hybrid working policy (minimum three days per week at our Head Office at Resolution Plaza).
• Community Impact: The pride of working in local, community-based locations where your work directly supports housing affordability and sustainability.

East End Homes is committed to equality, diversity, and inclusion and welcomes applications from all sections of the community.