Service Charge Resolution Specialist

3 weeks ago


London, Greater London, United Kingdom AD WARRIOR Full time

**Job Overview**

AD WARRIOR is seeking a skilled Service Charge Resolution Specialist to lead on building trust and credibility in their service charge processes.

  • Lead on investigating, managing and resolving complex service charge casework
  • Mediate and broker resolutions between residents with service charge concerns and colleagues
  • Present, explain, and clarify service charge information to tenants and leaseholders
  • 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 service charge complaints, providing insights for process improvements

**Responsibilities**

  • Develop clear, comprehensive, and legally compliant service charge information
  • Engage with residents to better understand and address concerns about service charges
  • Ensure communication about service charges is empathetic, professional, and unambiguous
  • First and main point of contact for service charge queries, disputes and complaints
  • Improve service charge transparency
  • Assist in the preparation of documentation and evidence for legal proceedings, tribunal cases, and Ombudsman investigations
  • Ensure complaint handling and dispute resolution processes comply with all relevant legal and regulatory requirements
  • Identify trends and recurring issues, providing insight and recommendations to efficiency and service charge accuracy
  • Implement robust controls to ensure data integrity

**Requirements**

  • Collaborate with facilities, finance, housing, and technical colleagues to ensure accurate and timely service charge information to residents
  • 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
  • Use data analytics to inform strategies
  • Assist with annual service charge processes


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