At a Glance
- Tasks: Manage service charge enquiries and provide clear advice to residents.
- Company: Join PA Housing, a people-focused organisation committed to transparency.
- Benefits: Competitive salary, flexible working, health plans, and generous leave.
- Other info: Dynamic role with opportunities for career growth and hybrid working.
- Why this job: Make a real difference in residents' lives while developing your skills.
- Qualifications: Customer service experience and knowledge of housing legislation preferred.
The predicted salary is between 37154 - 37154 £ per year.
Putting residents first starts with clear, fair and transparent service charges. We're looking for a customer-focused Service Charge Case Handler to join our Service Charge team and become the trusted point of contact for residents, helping them understand their service charges with confidence. You'll manage a varied caseload, resolve complex queries and complaints, and work collaboratively across the business to deliver excellent customer outcomes. This is an exciting opportunity to combine your customer service expertise with your knowledge of service charges, ensuring residents receive a professional, transparent and supportive experience every step of the way. This role would be ideal for a recent Uni graduate with a legal background.
What you'll be doing:
- Manage complex service charge enquiries, complaints and escalated cases from start to finish.
- Provide clear, accurate and timely advice to residents on all aspects of service charges.
- Lead high-profile cases, including Ombudsman and First-tier Tribunal (FTT) cases.
- Work collaboratively with Housing, Finance and other teams to deliver excellent customer outcomes.
- Support the annual service charge cycle, including validation, value for money checks and customer communications.
- Produce reports and analyse case data to identify trends and drive service improvements.
- Attend resident meetings and represent the Service Charge team, building positive relationships with customers.
- Ensure service charges are managed in line with legislation, contractual obligations and organisational policies.
What we're looking for:
- Significant experience in a customer-facing role within social housing or a public service environment.
- Strong knowledge of service charges, housing legislation and landlord responsibilities.
- Experience managing complex customer cases, complaints and escalations.
- Excellent communication skills, with the ability to explain complex information clearly and confidently.
- Strong analytical and problem-solving skills with a focus on continuous improvement.
- Ability to build positive relationships with residents, colleagues and external stakeholders.
- Excellent organisational skills with the ability to manage competing priorities and deadlines.
- A proactive, customer-first approach with a passion for delivering fair, transparent and high-quality services.
If specific qualifications are required, please upload them with your application to demonstrate your eligibility. At PA Housing, we believe in respect, integrity, and accountability. Our work is about people - not just properties - and we're always looking for ways to do better. If that sounds like your kind of place, we'd love to hear from you.
We recommend you read the full job description to get a really good understanding of what the role entails.
AGENCIES: We know where you are if we need your support so please do not contact us.
To apply for this role please click on the apply button or for any enquiries please email.
We reserve the right to close this job advert early if we receive a sufficient number of applications. Therefore, we advise you to apply promptly to ensure your application can be considered.
Service Charge Case Handler - Leicester employer: PA HOUSING
At PA Housing, we pride ourselves on being an excellent employer that prioritises the well-being and development of our staff. Located in Leicester, our vibrant work culture fosters collaboration and innovation, offering flexible working arrangements, generous annual leave, and a supportive environment for personal growth. Join us to make a meaningful impact in the community while enjoying a range of benefits designed to enhance your work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Service Charge Case Handler - Leicester
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like PA HOUSING.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like PA HOUSING. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Service Charge Case Handler - Leicester
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to PA HOUSING.
How to prepare for a job interview at PA HOUSING
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in PA HOUSING's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services PA HOUSING offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
