Service Charge Director

Overview

Role: Service Charge Director

Location: Exeter

Salary: Competitive salary, plus benefits

Contract: Permanent

Hours: Monday to Friday – 9am to 5pm (35 hours per week)

First Port, are on an ambitious journey to redefine excellence in UK residential property management. We are committed to elevating and resetting industry standards to be the most trusted and professional residential property management company.

By joining us as a Service Charge Director, you will play a pivotal role in achieving our vision

• Impactful Work: You will directly support First Port’s mission to elevate industry standards and provide an exceptional service to our customers.
• Professional Growth: With access to accredited training and development programmes, you will be empowered to reach your potential.
• Supportive Environment: We foster a culture where collaboration and innovation thrive, ensuring you feel valued and supported every step of the way.
• A Future of Opportunity: Be part of a forward-thinking organisation that is shaping the future of residential property management in the UK.

At the core of everything we do are our leadership principles:

• Collaborative: We work together, combining expertise to deliver outstanding outcomes for our customers
• Consistent: We deliver dependable results, building trust with customers and colleagues.
• Simple: We simplify the complex, ensuring our financial processes are straightforward and understood.
• Clear: We communicate with clarity, making information accessible and transparent to all stakeholders.

As a Service Charge Director, you will contribute to our vision of being the UK’s favourite property manager by:

• Driving the strategic direction and delivery of our customers’ financial experience, enabling First Port to become a truly customer centric business and the ‘UK’s favourite’ by leading a team of service charge accountants to enable distribution of accurate and timely service charge financial accounts and budgets.
• Leading innovation and thought leadership, seeking to push the boundaries of opportunity throughout the division and the wider business, whilst leading on the BAU financial service charge delivery of customer accounts, pertaining to our first-time resolution principles with a proactive and tenacious approach to resolving and reducing complaints and financial enquires upfront.
• Leading and developing a team of service charge accountants and administrators, driving performance to enable delivery of an effective and efficient service to internal and external customers, and contractors.
• Attend Regional Board Meetings.

This role reports to the Director South-West and has a team of up to 3 direct reports.

• Lead and drive team performance and delivery, effectively assigning and organising all workloads appropriately to manage financial service delivery requirements within legislative requirements and company expectations.
• Provide effective leadership to motivate, engage, maintain morale and achieve high standards within their team, including one-to-one meetings, coaching, Performance Development Reviews and regular team briefings, ensuring all people-related tasks are completed as documented in company procedures.
• Continually review departmental data and trends, including employee attendance and performance to ensure set targets are met.
• Empowering teams to take ownership and use their judgement to provide timely personalised responses in a way that appropriately balances the needs of customers, our people and First Port.
• Creating a positive, diverse environment, identify talent and create development and succession plans.
• Encourage and promote collaborative working with operational colleagues to increase the quality and speed of responses to customers providing data and analytics to your stakeholders to drive service improvements and operational accountability.
• Ensure all Service Charge Accounts and Estimates are issued on time, are accurate and are of highest quality within required timescales and standards.
• Identify ways to improve the service charge accounting process, pack of information to customers and reduce queries and contact…