Service Charges & Rent Manager

Service Charges & Rent Manager

Location:

Long Stratton, Norwich, Norfolk

Salary: £49,680 per annum

We have an exciting opportunity for a Service Charges & Rent Manager to be operationally responsible for the effective management, administration, and communication of service charges and rent application for 7000+ homes, homeowners, freeholders on estate and garages.

Key Responsibilities Include:

Develop, implement, and manage the annual service charge budgets for all properties within the Housing Association’s portfolio, ensuring accuracy and transparency.

Ensure the annual rent and charges are issued in line with regulatory requirements, and best practice. Ensuring all tenants that have a service charge or personal charge receive clear and concise breakdowns of the charges, with transparent explanations for any changes in costs.

Ensure that service charge, estate-based charges and utility billing arrangements comply with the relevant laws, regulations, and guidelines, including the Leasehold Reform Act and other housing legislation.

Provide clear and transparent communication to residents regarding service charge billing, including responding to queries and explaining charges in an understandable manner.

Work closely with contractors, suppliers, and internal teams to support the teams that manage the contracts to ensure that services provided to residents (e.g., cleaning, maintenance, grounds maintenance) are delivered as per the agreed terms and conditions.

Lead on the implementation of new systems, tools, or technologies to improve service charge management and resident satisfaction.

Deliver a high standard of customer service ensuring customer outcomes are effectively delivered.

For a full list of responsibilities please see the attached Role Profile

Our Ideal Candidate Will Have:

Educations and

Qualifications:

Degree level or equivalent relevant professional qualification or qualified by experience (E).

Evidence of continued professional development (E)

Have or are working towards a Chartered Institute of Housing (CIH) Level 3 or above, or similar (D).

Experience:

Demonstrable and extensive working in service charge and rents management or a similar role within housing associations, property management, or public sector housing.

In depth experience in managing complex variable service charges, estate charges, sinking funds, and diverse rent regimes (Social, Affordable, Intermediate).

Understanding of leasehold management, Section 20 consultation processes and managing external third-party managing agents.

Understanding of welfare benefits.

Extensive experience in operational management and leading a customer facing team.

A track record of customer excellence and performance against KPI’s

Experience of change management and being and subject matter expert for changes in software and systems.

Experience of working within a customer-focused environment and handling challenging customer interactions.

Knowledge of housing management software and systems used to manage service charge billing and reporting.

Experience of modifying and maintaining policy and procedures.

Substantive experience of working with and presenting complex financial and compliance reports to governance groups including Tenant Service Committees and Boards.

Experience of identifying, interpreting, and implementing changes in response to new legislation or regulations.

Experience at forming and delivering strategic roadmap plans including training, quality assurance, and annual plans.

Experience in leading customer facing teams and a history of customer excellence & performance against KPI’s.

Experience of interpreting law and housing legislation as it related to rents, service charge, leasehold management and managing agents to ensure compliance and effective service delivery.

Extensive stakeholder management of both internal and external stakeholders.

Skills, Knowledge and Abilities:

Strong knowledge of government policy, legislation, regulations, in relation to service charges, rents and best practice

Strong knowledge of leases, tenancies, legislation, and case law in relation to service charges, sinking funds and rents.

Knowledge of developing IT systems…