Vacancy Description

£23.00 Per Hour Full-Time

We have an urgent need to a Service Charge Officer to work on a temporary basis (min 3 months with potential to be extended) paying £18.91ph PAYE / £23.45 ph umbrella rate.

A Basic DBS will be required for this role.

Main purpose of the role
Ensuring there is accurate, consistent, timely and transparent reporting and accounting of service charges for all residents, across all tenures, in compliance with legislation, agreements and best practice.

Key responsibilities

* Handle service charge enquiries from residents and internal staff
* Work with your managers to answer escalated customer complaints
* Work closely with the analysts prior to service charge estimates and actuals are sent to ensure accuracy
* Investigate and where necessary make service charge adjustments in ERP
* Participate and contribute to projects relating service charges
* Liaise with key stakeholders to ensure accuracy of service charges
* Ensure emails sent to the service charge mailbox are responded to accurately in a timely manner
* Ensure all enquiries from residents are acknowledged
* When necessary attend face to face meetings with residents to resolve disputes
* Support the rent team with any service charge queries, including those from local authorities
* Ability to adapt and manage change in a challenging environment.
* Ensure compliance with the organisation’s Equality, Diversity and Inclusion policy and relevant legislation.
* Ensure compliance with and promotion of the organisation’s Health & Safety policy and legislation.

Experience and pre-qualification criteria

* Understanding of Landlord and Tenant legislation and best practice, with more detailed knowledge of aspects that relate to service charges.
* Knowledge of the application of service charges in the social housing sector.
* Excellent communication skills when dealing with customer enquiries, both written and verbally
* Good numeracy skills
* Excellent communication skills, able to adapt approaches and techniques dependent on the audience.
* Proven excel skills, handling, manipulating and checking large volumes of data.
* Ability to achieve strenuous performance targets
* Proven experience of successful delivery of service charges in a customer focussed business, securing high levels of customer satisfaction.
* Experienced user of ERP and CRM
* A clear commitment to the promotion of Equality, Diversity and Inclusion in employment and service delivery
* Ability to be flexible where business needs are required.

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