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Service Charge Analyst

2 months ago

London, United Kingdom Riverside Full time

Job Title:  Service Charge Analyst
Contract Type:  Fixed term for up to 6 months
Salary:  £40,000 per annum 
Working Hours:  35 hours per week, full time 
Working Pattern: Monday – Friday 
Location: Arlington, London

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 Service Charge 

You will be responsible for the accurate calculation, construction and issue of all services charges, including both annual revenue charges and major works charges for properties. Be responsible for the accurate calculation and issue of all rents in the housing portfolio work as required with other departments to achieve this. 

About you

We are looking for someone who 

Experience in dealing with service charge and rent setting. Experience in dealing with variable service charges. Experience and knowledge in legislation and regulations. Knowledge of property management and experience of calculating and issuing property charges, including services and rents. Extensive knowledge of leases, tenancies, legislation and case law in relation to service charges and rents. Very good IT skills generally and specifically in relation to Excel. The ability to build effective links with relevant stakeholders, both internally and externally. Driven and target orientated.  Commitment to delivering exemplary and industry leading customer service.  Degree level education.

Why Riverside?

One Housing is part of 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. 

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

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

Role Profile
Person specification
Knowledge, Skills and Experience

Responsible for the accurate calculation, construction and issue of all service charges, including both annual revenue charges and major works charges for properties in the One Housing portfolio management, working with other departments to achieve this. Responsible for the accurate calculation and issue of all rents in the One Housing portfolio working as required with other departments to achieve this. Responsible for the makeup of service charge and rent setting.  Responsible for the reconciliation of invoices. Responsible for actualising end of year accounts. Both Financial and calendar year.  Responsible for dealing with customers directly, responding to customer enquiries via phone email and email. Answering customer calls.  Resolving CRM cases.  Drafting complaint, ME, Mayor, general enquiries for Rents and Service charge manager.  To attend residents meeting regarding rents and service charges.  Ensure to provide an excellent customer focused professional service to residents and clients ensuring all legal landlord/freeholder obligations are met, ensuring all relevant fees, charges, notices and rents are issued in a timely manner and addressing any queries in relation to these as required. To assist the rents and service charge manager in all tasks and responsibilities.  To advise understand lease terms, statutory measures and One Housing policies relevant to the shared ownership and leasehold properties and its charges. To ensure efficient and effective collection of service charges for all properties by ensuring the accuracy of charges and assisting in the resolution of disputes and queries, including First Tier Tribunal (Property Chamber) work and attendance. To maximise income to the service and organisation by maximising levels of cost capture when calculating service charges. To provide specialist advice and guidance to colleagues and residents on matters relating to rents, service charges and third-party landlords. To be responsible for undertaking all statutory consultation in relation to service charges. To ensure a good working relationship with relevant One Housing colleagues and stakeholders.  To proactively ensure that the databases and mapping used for the calculation of rents and service charges is up to date, accurate and contains all the relevant information. Meet all targets set and any relevant corporate objectives, including production of KPI’s and stats.  Regularly consider new strategies, legislation, policies, trends, practices and initiate and implement any changes where appropriate to maximise income collection and deliver a industry leading service.  Understand Bluebox functions. 

Essential

Experience in dealing with service charge and rent setting. Experience in dealing with variable service charges. Experience and knowledge in legislation and regulations. Knowledge of property management and experience of calculating and issuing property charges, including services and rents. Extensive knowledge of leases, tenancies, legislation and case law in relation to service charges and rents. Very good IT skills generally and specifically in relation to Excel. The ability to build effective links with relevant stakeholders, both internally and externally. Driven and target orientated.  Commitment to delivering exemplary and industry leading customer service.  Degree level education.

Desirable 

Experience in dealing with service charge and rent setting. Experience in dealing with variable service charges. Experience and knowledge in legislation and regulations. People management experience. Professional qualification in property management, facilities management, service charges and rents and/or leadership.

Decision Making Accountability

The post holder will need to have very good working relationships within the Customer Operations Directorate Finance, One Direct and Housing Operations The post holder will be responsible to make good decisions (in consultation with senior managers where necessary) about service charge recovery, budget setting and service improvements. 

Other 

Ensure that responsibilities for Health & Safety are properly understood and discharged as defined in One Housing’s Health & Safety Policy and that Health & Safety concerns are promptly and clearly communicated to the appropriate people. Comply fully with One Housing’s policies and procedures including the standing orders and financial regulations.  Comply with the Equal Opportunities and Diversity Policy. Comply with the Data Protection Act (all employees will not disclose or make use of for their private advantage any information held on record which is not available to the public).  Carry out any other reasonable duties as required.