Service Charge Advisor

Our Client Our client is a leading housing association with a strong community focus and a commitment to delivering high-quality services to residents. As part of its Finance Directorate, the organisation is seeking a customer-focused Service Charge Advisor to provide clear, accurate and timely advice to residents, manage service charge enquiries and disputes, and support the wider Service Charge Team in delivering an effective and responsive service.

The Role This is a Service Charge Advisor role, acting as a key point of contact for residents with enquiries relating to service charges. You will explain service charge budgets, actuals and variances in a clear and accessible way, provide accurate information on charges, and manage enquiries and disputes through to resolution. Working closely with colleagues across Finance, Operations and Development, you will also contribute to resident engagement, complaint handling, statutory consultations and continuous improvement initiatives, helping to improve residents' understanding of service charges and the overall customer experience.

Key responsibilities will include:
Act as a first point of contact for residents, responding to service charge enquiries via phone, email and written correspondence. Explain service charge budgets, actuals and variances clearly, helping residents understand how their charges have been calculated. Manage a caseload of service charge enquiries and disputes through to resolution, ensuring cases are accurately logged, tracked and progressed. Ensure casework complies with relevant legislation, regulatory requirements and organisational policies, with enquiries responded to within statutory timescales.

Identify complex or high-risk cases and work with Analysts, Specialist teams and Service Charge Collections colleagues where escalation is required. Meet with residents in their homes, offices and other appropriate venues, and engage with Estate Boards, Resident Associations, surgeries, forums and consultations. Support responses to Stage 1 complaints relating to service charges, ensuring communications are clear, empathetic and solution-focused. Work closely with Service Charge Analysts to gather information, resolve queries and support data validation and checking.

Support the communication of annual service charge estimates and actuals to residents, including administrative support for Section 20 consultations and related communications. Identify recurring themes and opportunities for improvement, contributing to clearer letters, FAQs, resident communications and digital/self-service resources. The Successful Candidate Experience working in a customer-facing role, ideally within housing or a related environment. A basic understanding of service charges, or the ability and willingness to learn quickly.

An understanding of, or experience applying, legislation, regulatory guidance, policies and procedures relating to leasehold and service charges. Experience working in a complex environment and managing multiple cases and deadlines in a fast-paced setting. Strong communication skills, with the ability to explain complex financial or technical information simply and clearly. Confident facilitating meetings, groups and forums, with the ability to influence, negotiate and persuade.

Strong attention to detail, organisation and case management skills. Comfortable using technology and maintaining accurate records and information systems. Able to work effectively with colleagues, partners and stakeholders across different teams. GCSE English and Maths, or comparable qualifications or experience. A collaborative, straight-talking and solution-focused approach, with a commitment to putting residents first and achieving…