Job Description: We are seeking a visionary Head of Service Charge to elevate our Service Charge operations and customer experience for our 35,000-strong portfolio, who pay a service charge, totalling over £23 million.
About The Role: As Head of Service Charge, you will play a critical role in managing and transforming our approach to service charge accounting for social and supported housing, homeowners, and commercial clients. You will oversee the end-to-end service charge cycle, ensuring compliance and a customer-focused approach. You will lead and implement the Service Charge Transformation Project, enhancing systems, processes, and culture. You will develop effective partnerships with operational teams to align service charge management with business objectives. You will ensure all financial aspects of service charge processes are accurate, timely, and fully reconciled. You will use data-driven insights to optimise performance and ensure value for money for customers.
Key Responsibilities:
* Oversee the end-to-end service charge cycle, ensuring compliance and a customer-focused approach.
* Lead and implement the Service Charge Transformation Project, enhancing systems, processes, and culture.
* Develop effective partnerships with operational teams to align service charge management with business objectives.
* Ensure all financial aspects of service charge processes are accurate, timely, and fully reconciled.
* Use data-driven insights to optimise performance and ensure value for money for customers.
About The Candidate: We are looking for an experienced, innovative leader with a comprehensive understanding of service charge, leasehold, and landlord & tenant legislation. You will have a track record of managing high-volume, process-driven teams and a proven ability to lead through change while maintaining high standards of customer service. You will have strong financial acumen and excellent communication skills to translate complex financial information for a range of stakeholders and drive improvements across service charge management.
Requirements:
* Extensive experience in service charge management within a large portfolio.
* Demonstrable working knowledge and understanding of Landlord & Tenant Legislation, Leasehold legislation, Service Charge legislation, case law and best practice as it relates to service charges.
* Proficiency in using accounting and information systems, particularly MS Excel.
* Excellent leadership and people management skills with a customer-focused approach.
* A full UK driving licence is essential for this role.
Qualifications:
* Chartered Institute of Housing Level 4 (or equivalent experience).
* Evidence of continuous professional development.
What We Offer:
* Competitive salary.
* Flexible working arrangements.
* Opportunities for personal and professional growth.