Head of Rent and Service Charges

Salary
: £79,714 + £5,000 salary supplement + excellent benefits

Location
:
Wooburn Green, High Wycombe or Letchworth Garden City

Hybrid working
: A minimum of two days per week in the office, three days per week working from home

Contract
:
Permanent

Are you looking to join a growing, values-led organisation with a clear social purpose?

At Settle Paradigm, we’re proud to be the largest housing group in the region, managing over 30,000 homes across Buckinghamshire, Bedfordshire, and Hertfordshire.

Everything we do is about delivering excellent services, high quality homes, neighbourhoods we can be proud of and maximising number of new affordable homes we build. Through our merger we’ve brought together shared values, skills and ambition, so we can build more affordable homes and make an even bigger difference in the communities we serve

If you’re ready to grow your career in a supportive, inclusive environment while helping to shape stronger communities, we’d love to welcome you on our journey. Together, we’re building a better future.

We are looking for a Head of Rent and Service Charges to provide strategic leadership and operational oversight for all rent and service charge activity across the organisation. You will ensure our processes meet regulatory requirements, support financial sustainability and deliver value for money for residents. You will lead the Rent and Service Charges team, fostering a culture of high performance, engagement and continuous improvement.

You will act as the organisation’s key representative for rent and service charge matters, building strong relationships with senior leaders, residents, leaseholders, management companies, freeholders, local authorities and auditors. You will ensure our systems, processes and communication are clear, accurate and timely, supporting both operational delivery and long‑term financial planning.

• Lead the annual rent and service charge setting process across all tenures, ensuring compliance with regulatory frameworks and agreements
• Oversee accurate preparation and timely distribution of year‑end service charge statements
• Drive transparency through accurate billing and clear communication to residents
• Ensure timely resolution of rent and service charge queries and complaints, embedding lessons learned
• Plan and resource effectively throughout the year, anticipating peaks in activity
• Monitor performance against budgets, identifying risks and opportunities
• Champion value for money by monitoring costs, ensuring effective cost recovery and driving efficiencies
• Develop and maintain performance indicators to monitor service effectiveness and improve satisfaction
• Act as the key representative for rent and service charges, managing internal and external stakeholder relationships
• Provide timely and accurate information to operational teams and senior leadership
• Collaborate with Finance and Asset Management teams to forecast service charge income and expenditure

• Provide effective leadership, ensuring clarity of aims, objectives and values
• Monitor team performance and carry out regular one‑to‑ones and performance reviews
• Promote a culture of openness, innovation, involvement and teamwork
• Ensure compliance with internal controls, policies, procedures and financial regulations
• Ensure compliance with health and safety requirements
• Champion Settle Paradigm values and act as a role model
• Promote equality of opportunity in service provision and employment practices
• Lead on special projects as required

• Proven experience managing rent and service charge activity at managerial level
• Commitment to delivering excellent customer service and improving transparency
• Experience leading process improvement initiatives
• Proven track record building and developing high performing teams

• Strong knowledge of housing regulation, rent setting frameworks and service charge legislation
• Good understanding of accounting procedures and processes
• Degree in finance, housing or related discipline, or equivalent experience

• Strong strategic thinking and ability to influence…