Description
Service Charge Complaints Specialist
Borehamwood | Hybrid
Six-month temporary contract, with potential extension
Pay negotiable depending on experience
We are recruiting an experienced Service Charge Complaints Specialist for a housing association. This is a hybrid opportunity for someone who combines detailed service charge knowledge with strong complaint-handling, investigative and customer communication skills.
You will take ownership of complex service charge complaints, ensuring that cases are investigated thoroughly and resolved fairly, transparently and in line with legislation, regulatory requirements and internal procedures. The role will suit someone who can interpret financial and tenancy information, explain complicated issues clearly and maintain a positive customer experience in challenging circumstances.
The role
You will act as a first point of contact for service charge queries and complaints, managing cases from initial investigation through to resolution. You will keep customers informed, establish clear complaint plans and ensure that accurate records are maintained within the relevant CRM system.
Your responsibilities will include:
- Investigating and resolving complex service charge complaints.
- Reviewing service charge budgets, actual expenditure and reconciliations to identify errors or disputed charges.
- Interpreting leases, tenancy agreements and relevant legislation to determine chargeability and compliance.
- Responding to escalated queries promptly and appropriately.
- Compiling service charge documentation for Housing Ombudsman requests.
- Communicating complex financial and technical information clearly to residents.
- Working closely with Finance, Housing Management, Asset Management and Legal teams.
- Recording customer contact, agreed actions and complaint plans accurately.
- Identifying root causes and recommending improvements that may prevent repeat complaints.
- Providing guidance to frontline colleagues on service charge queries and complaint prevention.
- Supporting the wider team with service charge enquiries during periods of lower complaint activity.
About you
You must have demonstrable experience of handling service charge complaints within a housing association. You will also need a strong working knowledge of service charges, including leasehold and shared ownership arrangements.
You should understand the legislation and guidance relevant to service charge complaints, including the Landlord and Tenant Act 1985 and the Housing Ombudsman Code.
The successful candidate will also bring:
- Excellent written and verbal communication skills.
- Strong investigative and analytical ability.
- High attention to detail.
- The ability to manage competing priorities and meet deadlines in a high-volume environment.
- Confidence using housing management and finance systems.
- Good Microsoft Office skills.
Experience of handling Housing Ombudsman cases, knowledge of social housing regulation and consumer standards, or a relevant housing or complaints qualification such as CIH would be advantageous.
This is a hybrid role based in Borehamwood. The precise office attendance pattern and working hours have not been supplied and should be confirmed during the recruitment process.
If you have the required housing association service charge complaints experience and are available for a temporary assignment, we would be pleased to hear from you. Please apply with your latest CV, outlining your relevant service charge and complaint-handling experience.