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Rent and Service Charge Officer

4 months ago

London, United Kingdom Goodman Masson Full time

The Rent and Service Charge Officer is responsible for the maintenance and updating of service charge information that will ensure clear and accurate information. They will work closely with our Finance Team and customers to manage expectations being a firstpoint of contact for the organisation.

**Key Responsibilities**
- Set up services, new suppliers ensuring all invoices are coded to correctly in appropriate systems and work with Finance to reconcile accounts on a regular basis
- Set up new properties and home ownership accounts on internal systems whilst maintaining a record of documents for home ownership properties
- Review and process service charge invoices including Managing Agents in a timely manner, ensuring all charges are fair and reasonable. Challenge any invoices if accounts inaccurate
- Interrogate and analyse data ensuring all properties have charges that are in line with tenancy agreements, leases and contracts of all tenures
- Work with the Finance and Home Ownership team to prepare accurate information on the rent and service charges changes processes
- Be involved in the consultation and distribution of rent and service charge changes with customers ensuring the organisation are managing expectations and meeting legislative timeframes
- Take ownership and responsibility for any service-related complaints/ queries from customers ensuring that the customer experience is positive, professional and within set timescales. This to be carried out with reference to tenancy agreements and leasesand current legislation
- Attend First Tier Tribunal hearings and resident meetings, collating and preparing documentation for presentation as required
- Assist Finance in liaising with external auditors, providing resolution of queries relating to the year-end accounts
- Monitor the financial performance of Managing Agents by ensuring compliance with leases and agreements from estimates & final accounts and to issue legal notices in cases of non-compliance
- Ensure that a culture of excellence, high performance and reflection is established and maintained
- Champion the use of all digital systems
- Inform work plans, policy and service reviews, strategies, and projects and positively participate in project groups and other corporate activities
- Role model commitment and adherence to Octavia's diversity, and health and safety policies
- Ensure excellent relationships with external stakeholders such as Local Authorities and other agencies are developed and maintained

**Requirements**:
We believe every employee at Octavia has a part to play in delivering our vision and strategy, we "think customer "in all that we do. We expect our colleagues to commit to achieving Octavia's agreed objectives in relation to strengthening complaints handlingand resident influence; and to drive opportunities for all our customers to influence and improve services, communities and homes. We are looking for individuals who will encompass our values and support one another in achieving their potential.

Experience
- Experience of rent and service charges in a social housing or environment or experience working with detailed calculations and effective communication to the customer
- Experience of successful management of recovery of charges from external agencies
- Experience of processing complicated data and keeping comprehensive records to support informed data analysis

Knowledge
- Understanding of the issues faced by social housing tenants or experience of customer services
- Ability to maximise income through the setting and recovery of rent and service charges
- An understanding of legislation, best practice or external factors in relation to Home Ownership

**Skills**:

- Excellent IT skills
- Self-motivated, able to exercise initiative with minimum supervision. Strong interpersonal skills
- Flexible approach - comfortable working in a small team
- Good time-management skills - able to plan own workload and meet deadlines

**Benefits**

The salary for this role is competitive with up to a 10% pension contribution.

Together, we continue to build an inclusive culture that encourages, supports and celebrates the diverse voices of our employees. Everyone is welcome.