Description
Service Charge Officer
Borehamwood | Hybrid
6-month temporary contract with potential extension
Pay negotiable depending on experience
We are recruiting an experienced Service Charge Officer to join a leading social housing organisation on an initial six-month temporary contract, with the potential for an extension.
This is a varied, customer-focused opportunity for someone with strong service charge knowledge who can confidently investigate resident enquiries, interpret leases and tenancy agreements, and provide clear and accurate responses. You will help ensure that service charges are reported and accounted for consistently, transparently and in line with legislation, agreements and recognised best practice.
The role offers a hybrid working arrangement based in Borehamwood. You may also need to attend face-to-face meetings with residents when required to help resolve queries and disputes.
The role
You will handle service charge enquiries from residents, colleagues and other stakeholders, ensuring that each enquiry is acknowledged and answered accurately within the required timescales.
Working closely with managers and service charge analysts, you will investigate complex queries, support escalated complaints and help check the accuracy of estimated and actual service charges before information is issued to residents.
Your responsibilities will include:
- Responding to service charge enquiries from residents and internal teams
- Investigating queries and providing clear, evidence-based explanations
- Reviewing leases and tenancy agreements to establish service charge obligations and recoverability
- Supporting managers with escalated customer complaints
- Checking the accuracy of service charge estimates and actuals
- Making service charge adjustments within the ERP system where necessary
- Liaising with colleagues and key stakeholders to resolve discrepancies
- Managing enquiries received through the service charge mailbox
- Supporting the rent team with service charge queries, including enquiries from local authorities
- Attending face-to-face resident meetings where necessary
- Contributing to service charge projects and wider improvements
About you
You will have proven experience handling service charge enquiries, ideally within social housing or a similarly regulated, customer-focused environment.
You will also need:
- The ability to review leases and tenancy agreements and understand service charge obligations and recoverability
- Knowledge of landlord and tenant legislation relating to service charges
- An understanding of how service charges are applied within social housing
- Strong customer service and communication skills, both written and verbal
- The ability to investigate and resolve resident queries accurately and efficiently
- Good numeracy skills and attention to detail
- Proven Excel skills, including handling, checking and manipulating large volumes of data
- Experience using ERP and CRM systems
- The ability to manage demanding performance targets
- A flexible approach and the ability to adapt to change
You should be comfortable explaining potentially complex information to different audiences while maintaining a calm, helpful and professional approach.
If you have strong service charge experience and enjoy combining detailed investigation with resident-focused customer service, we would be pleased to hear from you. Please apply with your latest CV for further information.