Service Charge Manager

Are you a service charge professional who knows that getting the numbers right is only part of the job?

We’re looking for a Service Charge Manager to lead our service charge team and make sure our customers receive an accurate, transparent and high-quality service.

You’ll combine strong financial and technical knowledge with a real focus on residents, leaseholders and homeowners. From resolving service charge queries and complaints to making sure charges are affordable and represent value for money, you’ll help make complex information clearer and easier for our customers to understand.

This is a role where customer service, problem-solving and getting the detail right all matter. You’ll lead a team, work closely with colleagues across the business and help improve the way we deliver our service charges.

What’s in it for you….

In addition to the salary, we offer a number of benefits, including:

• High street discount schemes
• Health cash plans
• 26 days’ annual leave, increasing to 29 after three years, with the opportunity to buy more
• Flexible bank holidays – take them when it suits you
• Car leasing scheme
• Hybrid working – offering you the flexibility to thrive in your role. You'll have the opportunity to blend the best of both worlds, spending approximately two to three days per week in the office once settled in the role. This is flexible and depends on meeting cycles and board activity. We also offer an optional nine-day fortnight scheme, allowing you to compress your hours if it suits the role.

What you’ll be doing……

You’ll lead the Service Charge Team, making sure we deliver accurate accounts while providing a great experience for residents and customers. Here’s a snapshot:

• Lead and develop the Service Charge Team, supporting colleagues to deliver high performance and excellent customer service
• Oversee the production of accurate and timely service charge estimates and year-end statements
• Support the team in resolving resident, leaseholder and homeowner queries, including complex or sensitive service charge issues
• Oversee complaints and help identify root causes, ensuring issues are resolved and lessons are used to improve the service
• Make sure service charges are affordable and represent value for money for our residents
• Work with Rents and wider teams to provide clear, joined-up information that supports customer and stakeholder satisfaction
• Ensure service charge accounts, ledgers and systems are accurate, compliant and properly controlled
• Lead service charge projects and identify opportunities to improve processes, customer experience and the way we work

We recommend you read the full job description to get a really good understanding of what the role entails, you can find this as a downloadable attachment at the bottom of the advert.

What we’re looking for:

We’re looking for an experienced service charge professional who can combine technical expertise with a strong customer focus. You’ll bring:

• Experience working in a service charge finance team, ideally within the social housing sector
• Strong knowledge of service charge and rent legislation, with an understanding of the social housing regulatory framework
• Experience dealing with residents, leaseholders or homeowners and resolving service charge queries or complaints
• The ability to explain complex financial and service charge information clearly and confidently
• Experience leading, developing and supporting a team in a finance or service charge environment
• Strong analytical, problem-solving and communication skills, with a focus on value for money and continuous improvement

If you’re passionate about getting the detail right, supporting residents and making service charges clearer, fairer and better managed, we’d love to hear from you.

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.

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