Service Charge Complaints Manager

4 weeks ago

London, Greater London, United Kingdom AD WARRIOR Full time
Service Charge Complaints and Disputes Manager

Our client, a renowned housing and regeneration organisation, is seeking a highly skilled Service Charge Complaints and Disputes Manager to lead on building trust and credibility in their service charge processes.

Key Responsibilities:
  • Investigate, manage, and resolve complex service charge casework
  • Mediate and broker resolutions between residents with service charge concerns and colleagues
  • Meet with tenants and leaseholders to present, explain, and clarify service charge information
  • Assist in the preparation of documentation and evidence for legal proceedings, tribunal cases, and Ombudsman investigations
  • Identify key policy issues and trends that may impact the organisation, and devise proactive strategies to address them
  • Develop a model to maximise the information residents can self-serve through online access
  • Produce regular reports on the nature, frequency, and outcomes of service charge complaints, providing insights for process improvements
Requirements:
  • Professional qualification or degree in Accounting, Housing, Property Management, or a related field
  • Experience in service charge accounting or finance
  • Ability to lead on resolving disputes and complaints
  • Strong analytical and problem-solving skills
  • Excellent communication and interpersonal skills
About the Role:

This is an exciting opportunity to join a reputable organisation and contribute to the development of their service charge processes. If you are a motivated and experienced professional looking for a new challenge, please apply.

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