Service Charge Complaints Manager

3 weeks ago

London, Greater London, United Kingdom Poplar HARCA Full time
Service Charge Complaints & Disputes Manager

Job Summary:

We are seeking a highly skilled Service Charge Complaints & Disputes Manager to lead on building trust and credibility in our service charge processes. As a key member of our team, you will be responsible for investigating, managing, and resolving complex service charge casework, as well as mediating and brokering resolutions between residents and our colleagues.

Key Responsibilities:

  • Investigate and resolve complex service charge complaints and disputes
  • Lead on mediating and brokering resolutions between residents and Poplar HARCA 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 Poplar HARCA, 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

About Us:

Poplar HARCA is an award-winning housing and regeneration organisation with a national reputation for innovative urban and social regeneration. We are committed to delivering high-quality services to our residents and are seeking a talented individual to join our team.

What We Offer:

We offer a competitive salary, a comprehensive benefits package, and opportunities for professional development and growth. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity.

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