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Policy Rent

2 months ago

Liverpool, United Kingdom Riverside Full time

Job Title: Policy Rent & Service Charge Administrator 
Contract Type : 9-month Fixed Term Contract 
Salary : £24,672.30 
Working Hours : 35 hours per week.
Working Pattern : Hybrid 
Location : Liverpool 

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

The difference you will make as a Policy Rent & Service Charge Administrator.

In this role you will be supporting the Group Policy - Rent and Service Charge function in administering its policies and procedures. Support with the accurate formulation of rent and service charges for all customer types and the maintenance of associated calculators.

You will Provide a customer focussed Policy service on Rent and Service Charge, delivering support to finance and operational colleagues regarding rent and service charge matters including associated business rules and formulae. 

About you

We are looking for someone who has:

the confidence to communicate with a wide range of people, both internally and externally. Excellent attention to detail with the ability to work under pressure, delivering to strict deadlines. Uses balanced, evidence approach to support decision making, as required  Customer focused, communicates clearly, concisely and articulately, both verbal and written, showing the ability to meet the needs of a varied customer base. Understands how to prioritise work and does so effectively, understands how the urgency, importance and complexity of tasks interact to create priority and acts on this.

Why Riverside?

At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. 

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:

Competitive pay & generous pension  28 days holidays plus bank holidays Flexible working options available Investment in your learning, personal development and technology A wide range of benefits

Diversity and Inclusion at Riverside:  

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. 

Applications may close before the deadline, so please apply early to avoid disappointment.

Role Profile

Accountabilities or “What You Have to Do”

Provide support to the team in administering rent review and service charge processes for the Group, ensuring statutory deadlines are met. Horizon scanning and keeping up to date with current polices, legislation and latest thinking and trends. Support the Policy Advisors in providing excellent customer service by actively responding to requests for information, from both internal and external customers. Coordinate and administer the internal and external communication. Accurately record and deal with informal queries aiming to resolve at first contact. Support the Policy Advisors on all internal rent or service charge queries ensuring accurate and consistent application of charges and rent or service charge calculations across the Group.  Support the Policy Advisors on the development of procedures and supporting information for the Group on how to handle both standard rent setting and property/customer exceptions ensuring the correct protocols are followed at all times. Support the Rent & Service Charge Policy team with recording new developments and ensuring the appropriate rent and service charge channels are established. Maintain system records to ensure accurate data is held and issues are escalated to the Policy Advisor in line with agreed procedures and service level agreements. Manage internal and external stakeholders effectively, building constructive working relationships to effectively deliver the Group’s Rent and Service Charge Strategy. Support the Policy Advisor to provide accurate and timely data as required to address customer queries and for review by others to support decision making. Develop knowledge of regulatory, legal and supporting systems knowledge to ensure effectiveness in role and your own continued professional development. Actively contribute to the continuous improvement of processes, systems and procedures.  Respond flexibly to any necessary changes in work priorities and undertake other duties when required to support the effective operation of the service. Ensure all GDPR requirements are met in accordance with the Group’s policy, procedures and statutory requirements. Ensure that health and safety requirements are met in accordance with the Group’s policy, procedures and statutory requirements Be prepared to work flexibly outside normal office hours, where required.  To undertake any other tasks and duties within the scope and grade of this post 

Knowledge, Skills and Experience

Essential

Has the confidence to communicate with a wide range of people, both internally and externally. Excellent attention to detail with the ability to work under pressure, delivering to strict deadlines. Uses balanced, evidence approach to support decision making, as required  Customer focused, communicates clearly, concisely and articulately, both verbal and written, showing the ability to meet the needs of a varied customer base. Understands how to prioritise work and does so effectively, understands how the urgency, importance and complexity of tasks interact to create priority and acts on this  Has the confidence to constructively challenge and question processes and practices or the behaviour of others to drive continuous improvement. Ability to show initiative and propose solutions to issues identified. Results focussed with the ability to take ownership of tasks. Excellent team player who can work flexibly to meet business requirements. Proficient in the use of MS Office including Excel.

Desirable

Knowledge of or interest in rent and service charge legislation  Studying or looking to study towards a professional accountancy qualification (CIMA etc)  Previous experience of working within property management, within the public or private sector  Previous experience of TM1 or Open Housing systems