Service Charge Specialist in Newport, Wales

We're looking for a skilled and detail-driven Service Charge Specialist to deliver a transparent, accurate and customer-focused service charge function across Hedyn. In this role, you'll manage the full lifecycle of service charges - from estimates and consultation to reconciliation and resident queries - ensuring all charges are fair, compliant, and clearly communicated. You'll work collaboratively with colleagues across Finance, Property, Development and Customer Services to make sure service charge budgets, costs and data are aligned, while helping residents understand their charges and feel confident in the services they receive. This is a great opportunity for someone with strong financial awareness, excellent communication skills, and a passion for improving customer experience.

Specifically, in the role you will:

• Service Charge Delivery
  • Prepare, calculate and set service charges across all tenures, ensuring accuracy and compliance with all relevant legislation, regulations, and organisational policies related to rent and service charge setting.
  • Calculate and administer building insurance charges in line with policy and lease requirements.
  • Work collaboratively with Finance and Property teams to ensure budgets reflect actual and anticipated costs for services provided.
  • Ensure appropriate apportionment of costs to residents in line with occupation contracts, leases, and regulatory requirements.
  • Assist in reviewing service charge policies and procedures to ensure compliance and consistency.
  • Work with Finance colleagues to ensure service charge accounts are accurately recorded and reported with in-year monitoring of service charge expenditure.
• Customer Consultation & Communication
  • Deliver high-quality customer engagement on service charge matters, ensuring clear communication, transparency and value for money.
  • Manage service charge enquiries, investigating challenges thoroughly and providing accurate, timely responses that enhance the customer experience.
  • Prepare and issue annual service charge estimates and information packs in accessible, customer-friendly formats.
  • Support the production of year-end service charge reconciliations and accounts for residents.
  • Prepare and issue leaseholder service charge invoices.
  • Plan and deliver effective informal and statutory (section 20) customer consultation arrangements to maximise service charge income recovery potential, working with colleagues across the association as required.
  • Ensure compliance with the organisation's approach to safeguarding.
• Collaboration & Continuous Improvement
  • Work collaboratively with internal teams (Finance, Property & Place, Development, Customer Services) to align service charge processes and cost data.
  • Identify opportunities for continuous improvement in service charging, contributing to more efficient, accurate and customer-friendly processes.
  • Support organisational sustainability objectives by ensuring environmental costs and initiatives are correctly incorporated into service charge structures.
  • Contribute to responses to legal challenges, leasehold enquiries, or tribunal cases relating to service charges.
  • Support the Rent & Service Charge Manager in developing best practice approaches and benchmarking against sector standards.
  • Achieve key performance indicators for income maximisation, and customer satisfaction.

For further information about the role, please contact us.

Application Process:

We require an application form to be completed for every role. We do not require recruitment agency support at this time - all speculative CVs will be treated as a direct application.

Your Hedyn, our comprehensive benefits package:

We believe Hedyn is a great place to work and it's important to us that our people feel the same way. As well as offering varied and fulfilling careers, we want every colleague to feel appreciated. That means having the best possible benefits package, the flexibility to maintain a great work-life balance and the opportunity to achieve your full potential.

Enhanced Pension Scheme: We offer an attractive pension scheme with generous employer contributions.

Enhanced Annual Leave: You'll start on 25 days annual leave.