At a Glance
- Tasks: Lead a team in delivering service charge calculations and statements to customers.
- Company: Join a dynamic organisation with a focus on service excellence.
- Benefits: Hybrid working model, competitive salary, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on continuous improvement and high performance.
- Why this job: Make a real difference in customer service while managing a significant budget.
- Qualifications: Experience in service charge management and strong leadership skills required.
The predicted salary is between 45000 - 55000 £ per year.
Are you experienced in leading a team within Service Charges? We have a fantastic opportunity to join our Service Charges team as Regional Service Charge Manager. Based from our office in Basingstoke, you'll combine office and home working in line with our hybrid approach, with occasional travel to our Wembley office for team meetings.
The Role
Reporting into the Head of Service Charge Setting and Administration, you'll be responsible for managing and coordinating the Regional Service Charges team in the South West region in the delivery of the service charge calculations (all tenure types) and annual service charge statements to customers in line with legal and regulatory requirements. The portfolio consists of approximately 20,000 units with a total annual service charge income budget of c.£20 million.
Responsibilities include:
- Managing the Regional Service Charge team with a focus on articulating a clear vision, providing direction, and promoting a culture of accountability, high performance, and continuous improvement.
- Setting the annual service charge expenditure and income budget across all tenures within the region.
- Accountability for the annual service charge estimate and final account process, ensuring the risk associated with rechargeable service charges is effectively managed and regulatory time scales are met.
- Working collaboratively across the business to support continuous service improvement and deliver excellent customer service to customers across different tenure types, ensuring compliance with legal requirements.
- Reviewing and approving the certification of annual service charges, documenting the calculation and apportionment process, including the reports and supporting documentation to facilitate the certification.
- Producing and analysing regular reports on recoverable repairs and maintenance expenditure, estimated service charge income and ad-hoc reports dependant on business requirements.
What we're looking for
You should have previous experience in a similar management role within service charges. You'll need to demonstrate strong technical knowledge, being adept in managing fixed and variable charges in a large and complex setting, preferably in a housing context. You'll also need:
- To be an experienced leader, skilled in developing high-performing teams and consistently maintaining high operational standards.
- Thorough understanding of the Landlord and Tenant Act 1985 (as amended) and other guidance and best practice for service charges.
- To be qualified by experience or a qualified accountant with a solid understanding of accounting practices and concepts including account reconciliations.
- Ability to take ownership and work independently whilst meeting tight organisational deadlines.
- Strong stakeholder management skills, demonstrating collaborative, cross-functional working relationships, including experience liaising with external stakeholders, e.g. auditors, regulators and Ombudsman.
- Experience in directly engaging with customers, addressing queries, and delivering clear, concise written communication.
- Strong experience with Microsoft Office applications, including intermediate / advanced excel.
- Knowledge and experience of using housing management and property management systems (e.g. Workday, SUN, Agresso, NEC, Active H or similar).
Service Coordinator / Customer Support (Permanent) in Basingstoke employer: Sovereign Network Group
At Sovereign Network Group, we pride ourselves on being an excellent employer, offering a supportive work culture where your health and safety is paramount. With competitive salaries, generous benefits including 25 days holiday plus bank holidays, and opportunities for personal growth, you will find meaningful work that truly makes a difference in the community. Join our dedicated team in Wiltshire and enjoy the unique advantage of a company van and fuel card, ensuring you can focus on delivering quality homes without financial worry.
StudySmarter Expert Advice🤫
We think this is how you could land Service Coordinator / Customer Support (Permanent) in Basingstoke
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sovereign Network Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Sovereign Network Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Coordinator / Customer Support (Permanent) in Basingstoke
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Sovereign Network Group:Your cover letter is your chance to shine! Tell us why you want to work at Sovereign Network Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Sovereign Network Group!
How to prepare for a job interview at Sovereign Network Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
