Service Charge Officer

2 weeks ago

Islington, United Kingdom Retinue Solutions Full time
Package Description
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
Ideally AIRPM - essential to be delivered in 12 months.
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.
What's in it for you?
Once you join us, you'll find plenty of opportunities to grow within our organisation. You'll also have access to a wide range of learning opportunities to help you achieve and maximise your potential.
Benefits include:
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
All about us
Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 60,000 existing homes and 10,000 more in our pipeline and we employ around 1,500 staff.
For more information on what we do and what makes us different please visit:
We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments. To find out more about our approach to equality, diversity and inclusion please visit:
Selection Process
Step 1: If you are interested, please send your application now Closing date is 17 May 2024
Step 2: Successful candidates will be asked to do an assessment
Step 3: Successful candidates will be invited to interview
Please apply for this role online. If you are not able to apply online or if you have any reasonable adjustment requirements arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team via (url removed).
Should a redeployee apply for this role, their application will be considered before any others.
NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity.
Retinue Solutions is committed to equality in the workplace and is an equal opportunity employer. Retinue Solutions is acting as an Employment Business in relation to this vacancy

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