Assistant Director of Service Charges

PEABODY GROUP; Greater London; On-site; GBP 80,000 - 100,000; Full time

Job summary

An esteemed housing association in Greater London is seeking an experienced Assistant Director of Service Charges to manage the delivery of service charges across a large portfolio. This role involves overseeing a team, ensuring compliance with legislation, and establishing transparent processes. Ideal candidates will possess a strong background in service charges, excellent leadership skills, and a focus on customer satisfaction. The position offers a competitive salary and a robust benefits package.

Benefits

30 days’ annual holiday

Access to a discount portal

Pension contribution up to 10%

4 x salary life assurance

Qualifications

• Extensive experience in leading a high-performing team in service charge management.
• Proven experience in delivering improvements in systems and processes.
• Ability to communicate complex information clearly.

Responsibilities

• Lead a team of Regional Service Charge Managers and foster a culture of improvement.
• Set, review, and issue service charge accounts for various customer segments.
• Monitor service charge costs and prepare year-end accounts.

Skills

Leadership of a high-performing team

Knowledge of service charge legislation

Strong analytical capability

Excellent communication skills

Customer-focused mindset

Education

Degree-level qualification or equivalent relevant experience

Job description

We’re looking for an experienced and customer-focused Assistant Director of Service Charges to lead the delivery of accurate, transparent and compliant service charges across Peabody’s portfolio of around 91,000 properties, with an annual value of approximately £110 million.

Reporting to the Director of Homeowner Services, you will be accountable for setting, reviewing and issuing service charge accounts for social tenants, homeowners and commercial customers. You’ll bring expert knowledge of service charge legislation best practice and cost recovery, while ensuring residents are at the heart of everything we do.

This is a key senior leadership role, offering the opportunity to shape service charge strategy across Peabody, lead significant service charge change programmes, and strengthen trust and transparency with our residents.

What you’ll lead

• Leadership of a high-performing team of Regional Service Charge Managers, fostering a culture of learning, accountability and continuous improvement.
• Expert oversight of service charge budget setting, ensuring accuracy, transparency and compliance with leases and tenancy agreements.
• Monitoring of service charge costs and delivery of accurate, timely year-end accounts, including accountability for external audit relationships.
• Review and improve service charge processes and systems across the organisation, ensuring consistency and fitness for purpose across Peabody.
• Lead the Service Charge project and contribute to the delivery of the Homeownership 5-year Strategy.
• Development of clear, insightful reporting on income and expenditure, value for money, trends and regional performance.
• Strong engagement with residents and key resident groups, promoting open dialogue and using feedback to improve services.
• Oversight of sinking funds, ensuring they are accurate, up to date and sufficient to cover long-term and cyclical works.
• Close collaboration with Development teams to ensure service charge budgets for new homes are accurate, transparent and reflect true costs.
• Partnership working with Finance and the Commercial Team to align service charge estimates and ensure clear resident communications.
• Deputising for the Director of Homeowner Services as required.

What you’ll bring

• Operating at a similar level with extensive experience in developing and leading a high performing team delivering fixed and variable service charges in a large, complex organisation.
• Strong knowledge of service charge legislation, case law and best practice, with the ability to assess organisational impact of change.
• Proven experience leading teams through change and delivering improvements in systems, processes and customer service.
• Excellent communication skills, with the ability to explain complex information clearly to residents, senior leaders and executive teams.
• Strong analytical capability, with experience using data to improve accuracy, value for money and decision-making.
• A customer-focused mindset, with a commitment to transparency, fairness and continuous service improvement.
• Degree-level qualification and/or equivalent relevant experience.

Why Join Us?

At Peabody, our values guide everything we do — Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together.

You’ll be joining a purpose-driven organisation committed to delivering fair, transparent services and positive outcomes for our residents.

What We Offer

• 30 days’ annual holiday, plus bank holidays two additional paid volunteering days each year flexible benefits scheme, including family friendly benefits and access to a discount portal 4 x salary life assurance up to 10% pension contribution

Please read before applying

If this sounds like the right opportunity for you — and you want to play a key role in shaping transparent, resident-focused service charges across Peabody — we’d love to hear from you. Please apply by submitting an anonymised CV and a short supporting statement outlining your suitability for the role.

We reserve the right to close this advert early if we receive a high volume of suitable applications.

Closing date

28th January 2026 at midnight. Interviews will be held in person at our offices in Westminster Bridge Road on Tuesday 10th February 2026.

PLEASE NOTE

Peabody does not provide sponsorship as a licensed UK employer.