Vacancies Service Charge Officer

Job Introduction

Do you have the expertise, attention to detail and dedication to play a key role in delivering timely, accurate, transparent, and high-quality Service Charges?

Are you customer-focused recognising the crucial role that Service Charge accounts play to support Notting Hill Genesis to live well in their homes?

Main Responsibility

We are recruiting a Service Charge Officer position to contribute to our vision of delivering high-quality Service Charges to residents.

Transparent and clear Service Charges are fundamental to resident satisfaction, and as a Service Charge Officer, you will have responsibility for delivering Service Charge accounts within a specific region. Working closely with operational teams throughout the year, you will drive the successful delivery of the end-to-end Service Charge cycle, delivering compliance and customer-focused process.

We have some ambitious Service Charge targets in our customer strategy. This includes meaningful consultation across 100% of our schemes ahead of annual Service Charge budget and a target of fewer than 5% section 20b notices by the end of 2025.  We need candidates who are outcome motivated to help us achieve this.

Service charges touch many teams at NHG, from repairs to planned investment, compliance to building safety, estate services to insurance.  You’ll be the gatekeeper of Service Charge costs for your region and will work positively with stakeholders to develop processes to support this.

The Service Charge Officer role is the bridge between the operational teams and finance.  The role is part of our offer to local officers to support the delivery of Service Charges and make a positive impact shaping residents’ experience of Service Charges. 

The Ideal Candidate

We believe that great service starts with great people, and are committed to recruiting and developing passionate, progressive, and enthusiastic individuals who can add value to our thriving organisation.

Under a Service Charge Business Partner, you will work alongside other Service Charge Officer peers to work consistently and share best practice. You will be proficient with excel and numbers and be confident with Service Charge compliance legislation.

You will be as comfortable working with numbers and spreadsheets, as getting out and about with local officers to see how Service Charges come to life when mapped onto the properties in your region.   A strong communicator, both written and verbal, you will play a key role in motivating and supporting operational staff in breaking down Service Charge accounts for residents. You will have the talent to explain how Service Charges work in a clear, accessible, and inclusive manner.

You can break down jargon and complicated processes and communicate these clearly to operational colleagues and residents alike. You seek solutions and proactively identify risks to flag these to stakeholders.  Above all else, you take pride in your work and seek to establish a culture of service improvement. As a resident advocate, you see how your work affects residents and the part you play.

You will be expected to be in the office/on-site a minimum of 3 days a week.

Necessary experience and skills -

• Understanding and experience of working compliantly with varying Service Charge regimes (fixed and variable).
• Experience of reading and understanding tenancy agreements, leases, deeds of transfer etc.
• Experience of building and managing effective relationships with a range of stakeholders, ideally in a matrix way across teams.  
• Experience of effective analysis of complex data to make business decisions. 
• Excellent interpersonal skills. 
• Strong IT skills, including advanced Excel. 
• Awareness of the RICS Service Charge residential code and ICAEW tech 03/11 and how to apply them.

Desirable

We value and respect difference and are committed to building an inclusive culture by creating an environment where you can balance a successful career with your commitments and interests outside of work. We support flexible working arrangements that foster collaboration, combined with the power of in-person interactions. Our optimal balance of three days a week in the office or with customers ensures we're at our prime, crafting exceptional customer experiences and achieving outstanding business outcomes. Some roles lend themselves to flexible options more than others and we are open to discussing agile working opportunities during the hiring process.

• Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)  
• Generous pension scheme  
• Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)  
• Employee assistance - free confidential advice and counselling services provided by independent specialist organisations.  
• Health cash plan  
• Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more.  
• Interest free loans - season ticket loan, tenancy deposit loan, and training loan  
• Cycle to work scheme.  
• Life Assurance x 4 annual salary

Attached documents

• values and behaviours
• Service Charge Officer