Service Charge Manager

Service Charge Manager
Norfolk/ Remote
Full Time
Permanent
£52,820
An excellent opportunity has arisen for an experienced Service Charge Manager to join a leading Housing Association in Norfolk. This permanent role will see you leading the delivery of accurate, transparent and compliant service charge and rent services across a portfolio of more than 7,000 homes, while managing a specialist team and driving continuous service improvement. This role offers hybrid/ remote working with a 1 day expectation in office. THE ROLE
As the Service Charge Manager, you will take operational responsibility for the management, administration and communication of service charges and rents, ensuring compliance with legislation, delivering excellent customer outcomes and leading a high-performing customer-focused team.

• Lead the preparation, implementation and monitoring of annual service charge budgets, rent setting and year-end reconciliations.
• Ensure service charges, estate charges, utility billing and rent applications are accurate, transparent and compliant with housing legislation and best practice.
• Manage a team of Service Charge & Rent Officers, providing coaching, performance management and professional development.
• Oversee resident enquiries, complaints and disputes, providing clear explanations of service charge calculations and ensuring excellent customer service.
• Work collaboratively with internal departments, contractors and managing agents to ensure value for money and effective service delivery.
• Lead process improvements, systems development and service transformation initiatives to improve efficiency and customer satisfaction.
• Produce financial, compliance and performance reports for senior management, governance boards and tenant committees while ensuring legislative compliance.

THE CANDIDATE
The successful candidate will have substantial experience managing service charges and rents within a Housing Association, local authority or property management environment, alongside strong leadership skills and an excellent understanding of housing legislation.
You will also demonstrate:

• Extensive experience managing complex variable service charges, estate charges, sinking funds and multiple rent regimes.
• Strong knowledge of leasehold management, Section 20 consultation processes, the Landlord and Tenant Act 1985, Housing Acts and current regulatory requirements.
• Experience leading customer-facing teams and delivering high levels of customer satisfaction and KPI performance.
• Excellent financial management skills, including budgeting, forecasting, financial modelling and presenting complex reports to senior stakeholders.
• Experience implementing new systems, improving processes and building strong relationships with internal teams, contractors, residents and external stakeholders.

THE CONTRACT
Working Hours: 37 hours per week, full time
Length of Contract: Permanent
Salary: £52,820.00 per year, plus benefits HOW TO APPLY
To apply for this role, please email a copy of your CV to bethany.wiles@servicecare.org.uk or call 01772 208966 and ask for Beth to discuss the role in more detail.
If the role is more suited to someone you know, we offer a £250 referral bonus for every successfully referred candidate.