Our Client
Our client is a leading housing association with a strong community focus and a commitment to delivering high-quality services to residents. As part of its Finance Directorate, the organisation is seeking a customer-focused Service Charge Advisor to provide clear, accurate and timely advice to residents, manage service charge enquiries and disputes, and support the wider Service Charge Team in delivering an effective and responsive service.
The Role
This is a Service Charge Advisor role, acting as a key point of contact for residents with enquiries relating to service charges. You will explain service charge budgets, actuals and variances in a clear and accessible way, provide accurate information on charges, and manage enquiries and disputes through to resolution.
Working closely with colleagues across Finance, Operations and Development, you will also contribute to resident engagement, complaint handling, statutory consultations and continuous improvement initiatives, helping to improve residents' understanding of service charges and the overall customer experience.
Key responsibilities will include:
Act as a first point of contact for residents, responding to service charge enquiries via phone, email and written correspondence.
Explain service charge budgets, actuals and variances clearly, helping residents understand how their charges have been calculated.
Manage a caseload of service charge enquiries and disputes through to resolution, ensuring cases are accurately logged, tracked and progressed.
Ensure casework complies with relevant legislation, regulatory requirements and organisational policies, with enquiries responded to within statutory timescales.
Identify complex or high-risk cases and work with Analysts, Specialist teams and Service Charge Collections colleagues where escalation is required.
Meet with residents in their homes, offices and other appropriate venues, and engage with Estate Boards, Resident Associations, surgeries, forums and consultations.
Support responses to Stage 1 complaints relating to service charges, ensuring communications are clear, empathetic and solution-focused.
Work closely with Service Charge Analysts to gather information, resolve queries and support data validation and checking.
Support the communication of annual service charge estimates and...
Service Charge Advisor employer: Mackie Myers Careers
Mackie Myers offers an exceptional work environment for the Finance Manager role, situated in the vibrant city of Oxford. As a rapidly growing SME, we foster a collaborative culture that prioritises employee development and innovation, providing ample opportunities for professional growth. Our commitment to robust financial practices and supportive leadership ensures that you will play a pivotal role in shaping the future of our finance function while enjoying the benefits of working in a dynamic and forward-thinking organisation.
