Service Charge Complaints

3 weeks ago

London, Greater London, United Kingdom Ad Warrior Ltd Full time
Job Title: Service Charge Complaints & Disputes Manager

Job Summary:

We are seeking a highly skilled Service Charge Complaints & Disputes Manager to join our team. The successful candidate will be responsible for leading on investigating, managing and resolving complex service charge casework, mediating and brokering resolutions between residents with service charge concerns and Poplar HARCA colleagues, and meeting with tenants and leaseholders to present, explain, and clarify service charge information.

Key Responsibilities:

  1. Lead on investigating, managing and resolving complex service charge casework
  2. Lead on mediating and brokering resolutions between residents with service charge concerns and Poplar HARCA colleagues
  3. Meet with tenants and leaseholders to present, explain, and clarify service charge information
  4. Assist in the preparation of documentation and evidence for legal proceedings, tribunal cases, and Ombudsman investigations
  5. Identify key policy issues and trends that may impact Poplar HARCA, and devise proactive strategies to address them
  6. Develop a model to maximise the information residents can self-serve through online access
  7. Produce regular reports on the nature, frequency, and outcomes of service charge complaints, providing insights for process improvements

Requirements:

  1. Professional qualification or degree in Accounting, Housing, Property Management, or a related field; or equivalent experience
  2. Analyse and interpret financial data
  3. Balance conflicting priorities to meet deadlines
  4. Convey complex information clearly and persuasively
  5. Effectively communicate difficult decisions
  6. Attention to detail
  7. Familiarity with dispute resolution frameworks, including mediation, arbitration, and tribunal procedures
  8. Held a service charge accounting or finance role
  9. Led on resolving disputes and complaints
  10. Apply and interpret service charge accounting principles
  11. Apply and interpret statutory requirements, including landlord and tenant legislation
  12. Deliver excellence in a complex environment

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