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- Tasks: Support residents with service charge management and enhance customer satisfaction.
- Company: Join Notting Hill Genesis, one of London's largest housing associations dedicated to affordable homes.
- Benefits: Enjoy flexible working, generous leave, staff discounts, and a supportive learning environment.
- Why this job: Make a real impact on residents' lives while developing your skills in a dynamic team.
- Qualifications: Proficiency in Excel, strong communication skills, and a passion for customer service are essential.
- Other info: This role offers a chance to grow within a diverse and inclusive organisation.
The predicted salary is between 30000 - 42000 £ per year.
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What You’ll Do
Are you looking for a fulfilling and rewarding career opportunity working for one of London’s biggest housing associations, Notting Hill Genesis ? Can you provide a first-class service to enhance and improve the customer satisfaction of our residents?
Job Introduction
What You’ll Do
Are you looking for a fulfilling and rewarding career opportunity working for one of London’s biggest housing associations, Notting Hill Genesis ? Can you provide a first-class service to enhance and improve the customer satisfaction of our residents?
Notting Hill Genesis are offering a fantastic opportunity to join us as a Service Charge Officer in our Service Charge Operations Team working alongside our P&E, C&S & EMA teams, supporting two service charge business partners.
As a Service Charge Officer, you will support our customers and operational colleagues to provide a high-quality service to our residents that helps us to meet our six priorities as outlined in our customer strategy .
This role is based in the office/on-site for a minimum of 3 days per week.
How You’ll Do It
- Support the delivery of a comprehensive service charge management framework. Assist in identifying high risk schemes and support the implementation of action plans to ensure business risks are mitigated and customer centric outcomes delivered.
- Work with the Business Partners to proactively engage with your operational colleagues to ensure service charge priorities are delivered. Be responsive and can do in the face of queries.
- Support the effective delivery of all aspects of the service charge cycle, including meaningful consultation with residents on service charge budgets, robust in-year variance reporting and quality end of year reconciliations/accounts.
- Support the effective resolution of disputes, mediation, or First Tier Tribunal (FTT) processes, providing first class expertise to service charge and operational colleagues.
- Support the compliant delivery of Qualifying Long Term Agreements (QLTAs)
- Assist with spot checks on key schemes to provide Quality Assurance and implement action plans where necessary.
- Support effective systems and data management in relation to service charges, including the processing and dissemination of all documentation related to the service charge cycle.
- Where necessary, manage supplier invoices and purchase orders to ensure costs are coded correctly. Work with the Business Partners to ensure costs not coded correctly to schemes reach their rightful home.
- Work with operational colleagues to develop value for money services, where cost pressures are mitigated for residents and all appropriate costs recouped for the business.
- Work with your service charge colleagues to collectively become a centre of excellence for service charge practice, learning from other providers to continually amend and develop practices for the benefit of the business and residents.
The Ideal Candidate
We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic , and talented individuals who can add value to our thriving organisation .
Under two Service Charge Business Partners , you will work alongside other Service Charge Officer peers to work consistently and share best practice. You will be proficient with excel and numbers and be confident with service charge compliance legislation.
You will be as comfortable working with numbers and spreadsheets, as getting out and about with local officers to see how service charges come to life when mapped onto the properties in your region .
A strong communicator, both written and verbal, you will play a key role in motivating and supporting operational staff in breaking down service charge accounts for residents . You will have the talent to explain how service charges work in a clear, accessible, and inclusive manner.
You can break down jargon and complicated processes and communicate these clearly to operational colleagues and residents alike . You seek solutions and proactively identify risks to flag these to stakeholders. Above all else, you take pride in your work and seek to establish a culture of service improvement. As a resident advocate, you see how your work affects residents and the part you play.
- Understanding and experience of working compliantly with varying service charge regimes (fixed and variable).
- Experience of reading and understanding tenancy agreements, leases, deeds of transfer etc.
- Experience of building and managing effective relationships with a range of stakeholders, ideally in a matrix way across teams.
- Experience of effective analysis of complex data to make business decisions.
- Excellent interpersonal skills.
- Strong IT skills, including advanced Excel.
- Awareness of the RICS service charge residential code and ICAEW tech 03/11 and how to apply them.
What’s in it for you?
Once you join us, you’ll find plenty of opportunities to grow within our organisation. You’ll also have access to a wide range of learning opportunities to help you achieve and maximise your potential . Benefits include:
- Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
- Generous pension scheme
- Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
- Employee assistance – free confidential advice and counselling services provided by independent specialist organisations.
- Health cash plan
- Staff discounts – we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more.
- Interest free loans – season ticket loan, tenancy deposit loan, and training loan
- Cycle to work scheme.
- Life Assurance x 4 annual salary
All About Us
Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London . We are both a landlord and a developer, with more than 60,000 existing homes and 10,000 more in our pipeline and we employ around 1,500 staff .
For more information on what we do and what makes us different please visit: We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation . We are a Stonewall Diversity Champion , a Disability Confident employer amongst other diversity commitments .
To find out more about our approach to equality, diversity and inclusion please visit:
Selection Process
Step 1: If you are interested, please send your application now! Closing date is midnight 20th July 2025
Step 2: Successful candidates will be invited to interview and to present a presentation
Please apply for this role online. If you are not able to apply online or if you have any reasonable adjustment requirements arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team via .
Should a redeployee apply for this role, their application will be considered before any others.
NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity
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Service Charge Officer employer: Notting Hill Genesis
Contact Detail:
Notting Hill Genesis Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Charge Officer
✨Tip Number 1
Familiarise yourself with the RICS service charge residential code and ICAEW tech 03/11. Understanding these regulations will not only help you in the role but also demonstrate your commitment to compliance during interviews.
✨Tip Number 2
Network with current or former employees of Notting Hill Genesis on platforms like LinkedIn. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach when discussing your fit for the role.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed service charge disputes or improved customer satisfaction in previous roles. This will showcase your problem-solving skills and customer-centric mindset.
✨Tip Number 4
Brush up on your Excel skills, particularly in data analysis and reporting. Being able to demonstrate your proficiency with numbers and spreadsheets will be crucial in this role and can set you apart from other candidates.
We think you need these skills to ace Service Charge Officer
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Service Charge Officer. Familiarise yourself with the key tasks mentioned in the job description, such as managing service charge cycles and engaging with residents.
Tailor Your CV: Customise your CV to highlight relevant experience and skills that align with the job requirements. Emphasise your proficiency with Excel, understanding of service charge compliance legislation, and any experience in customer service or stakeholder management.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the role and the organisation. Use specific examples from your past experiences to demonstrate how you can enhance customer satisfaction and support operational colleagues effectively.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for spelling and grammatical errors, and ensure that your documents are clear and professional. A polished application reflects your attention to detail and commitment to quality.
How to prepare for a job interview at Notting Hill Genesis
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Service Charge Officer. Familiarise yourself with service charge management frameworks and be prepared to discuss how you can contribute to enhancing customer satisfaction for residents.
✨Showcase Your Communication Skills
As a strong communicator, you'll need to explain complex service charge concepts clearly. Prepare examples of how you've successfully communicated with stakeholders in the past, especially in breaking down complicated processes for residents.
✨Demonstrate Your Analytical Abilities
Be ready to discuss your experience with data analysis and how it informs business decisions. Highlight any specific instances where your analytical skills have led to improved outcomes or efficiencies in previous roles.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities, particularly in resolving disputes or managing service charge compliance. Think of scenarios from your past experiences where you successfully navigated challenges and be ready to share those stories.
