Head of Rent and Service Charge in Walsall

Join to apply for the Head of Rent and Service Charge role at whg. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Location: Walsall, West Midlands

Contract: Full Time, Permanent, 37 hours per week

Closing Date: 2nd January 2026

Interview Date: W/C 12th January 2026

We’re looking for an influential and forward-thinking leader to shape the future of our rent and service charge strategy. As our Head of Rent & Service Charges, you’ll play a pivotal role in ensuring our approach is fair, transparent, compliant, and aligned with the needs of our customers and organisation. You’ll combine technical knowledge with the strategic insight needed to guide us through sector reforms including rent convergence, leaseholder reform and wider policy changes. This is a role for someone who can see beyond legislation, someone who anticipates change, influences senior stakeholders, and leads a high-performing team to deliver exceptional customer outcomes.

• Develop and lead the organisation’s strategy for rent and service charges, aligning with corporate objectives, regulatory frameworks, and best practice.
• Anticipate and analyse the impact of national policy changes (e.g., rent convergence, leaseholder reform, affordability measures) and recommend strategic responses.
• Provide insight and thought leadership to the Executive Team and Board, including scenario planning and impact modelling.
• Champion customer-focused policies that balance financial sustainability with fairness and transparency.
• Oversee the annual rent setting and service charge cycle, ensuring accuracy, timeliness, and compliance with legislation and regulation.
• Ensure robust systems, policies, and processes are in place to manage rent reviews, relets, service charge apportionment, and income-related queries.
• Oversee the calculation, consultation, and billing of service charges for tenants and leaseholders, ensuring transparency and value for money.
• Maintain effective controls to ensure compliance with statutory requirements, the Regulator of Social Housing, and financial standards.
• Ensure rent and service charge communications are clear, accessible, and responsive to customer needs.
• Work with customer panels, forums, and stakeholders to build trust in rent and service charge methodologies.
• Drive continuous improvement in customer experience and transparency in charging processes.
• Lead, develop, and motivate the Rent & Service Charge Team to deliver a high-quality, customer-focused service.
• Foster a culture of continuous improvement, innovation, and accountability.
• Build cross-departmental relationships, ensuring rent and service charge considerations are embedded into asset management, housing management, finance, and development decisions.

• A professional qualification in a related technical discipline (such as Finance or housing etc.) or demonstrably qualified by experience.
• Significant experience in rent setting and service charge management within the housing sector.
• Strong knowledge of housing policy, regulation, and best practice in rent and service charges.
• Ability to analyse and interpret complex policy changes and translate them into strategic responses.
• Excellent financial and analytical skills, including scenario modelling and impact analysis.
• Strong leadership and people management skills, with the ability to inspire, motivate, and develop teams.
• Exceptional communication and influencing skills, with the ability to engage effectively with customers, colleagues, and stakeholders at all levels.
• Track record of delivering improvements in systems, processes, and customer satisfaction.
• Knowledge of IT systems used for rent and service charge management.
• Experience of contributing to or leading on organisational policy development in a housing context.
• Ability to work under pressure and to tight deadlines.

In return, you will receive a competitive salary, 27 days annual leave (plus Christmas shutdown), a defined benefit pension scheme, health cash plan, and a range of shopping and leisure discounts. We are output focused and flexible and believe in giving colleagues the right balance of autonomy and support to enable them to work to their full potential. Despite the high expectation for performance and delivery, we are committed to ensuring colleagues have a healthy work‑life balance and able to work in agile ways which support them.

At whg, we are dedicated to providing affordable homes across the Midlands and creating sustainable communities. We believe everyone has the right to a safe and secure home, which is the foundation for a successful life. Our values— Trustworthy, Respectful, Accountable, Collaborative and Excellent — guide our work and our commitment to creating an inclusive workplace where everyone can thrive. We have been recognised as a top employer in the prestigious Sunday Times Best Places to Work 2025. We are proud to be a Disability Confident Employer, committed to providing opportunities and support for all applicants, including those with disabilities.

Whg is committed to safeguarding and promoting the welfare of our customers and communities. Please note that for some roles, a Disclosure and Barring Service (DBS) check may be required as part of our pre‑employment screening process.

Interested in joining our team? Visit our website www.whg.uk.com and read Our 2030 Plan.