Head of Rent and Service Charges

SettleParadigm; High Wycombe; Hybrid; GBP 72,000 - 88,000; Full time

Benefits offered by this job

Hybrid working

Generous pension

30 days holiday

Health cash plan

Life cover

Flexible working

Job summary

SettleParadigm, the largest housing group in the region, is recruiting a Head of Rent and Service Charges to provide strategic leadership and operational oversight for all rent and service charge activity. You will ensure regulatory compliance, support financial sustainability and deliver value for residents.

You will lead the Rent and Service Charges team, fostering a culture of high performance and continuous improvement.

Qualifications

• Proven experience managing rent and service charges at managerial level.
• Commitment to delivering excellent customer service and improving transparency.
• Experience leading process improvement initiatives.
• Proven track record building and developing high performing teams.

Responsibilities

• Lead the annual rent and service charge setting process across all tenures, ensuring compliance with regulatory frameworks and agreements.
• Oversee accurate preparation and timely distribution of year-end service charge statements.
• Drive transparency through accurate billing and clear communication to residents.
• Ensure timely resolution of rent and service charge queries and complaints, embedding lessons learned.
• Plan and resource effectively throughout the year, anticipating peaks in activity.
• Monitor performance against budgets, identifying risks and opportunities.
• Champion value for money by monitoring costs, ensuring effective cost recovery and driving efficiencies.
• Develop and maintain performance indicators to monitor service effectiveness and improve satisfaction.
• Act as the key representative for rent and service charges, managing internal and external stakeholder relationships.
• Provide timely and accurate information to operational teams and senior leadership.
• Collaborate with Finance and Asset Management teams to forecast service charge income and expenditure

Skills

Rent setting

Service charges

Strategic leadership

Stakeholder management

Analytical skills

Microsoft Excel

Regulatory knowledge

Education

Degree in finance, housing or related discipline

Tools

Microsoft Excel

Job description

Salary: £79,714 + £5,000 salary supplement + excellent benefits

Location: Wooburn Green, High Wycombe or Letchworth Garden City

Hybrid working: A minimum of two days per week in the office, three days per week working from home

Contract: Permanent

Are you looking to join a growing, values-led organisation with a clear social purpose?

At SettleParadigm, we’re proud to be the largest housing group in the region, managing over 30,000 homes across Buckinghamshire, Bedfordshire, and Hertfordshire.

Everything we do is about delivering excellent services, high quality homes, neighbourhoods we can be proud of and maximising number of new affordable homes we build. Through our merger we’ve brought together shared values, skills and ambition, so we can build more affordable homes and make an even bigger difference in the communities we serve

If you're ready to grow your career in a supportive, inclusive environment while helping to shape stronger communities, we’d love to welcome you on our journey. Together, we’re building a better future.

About the role

We are looking for a Head of Rent and Service Charges to provide strategic leadership and operational oversight for all rent and service charge activity across the organisation. You will ensure our processes meet regulatory requirements, support financial sustainability and deliver value for money for residents. You will lead the Rent and Service Charges team, fostering a culture of high performance, engagement and continuous improvement.

You will act as the organisation’s key representative for rent and service charge matters, building strong relationships with senior leaders, residents, leaseholders, management companies, freeholders, local authorities and auditors. You will ensure our systems, processes and communication are clear, accurate and timely, supporting both operational delivery and long‑term financial planning.

Key responsibilities

Rent and service charge management

• Lead the annual rent and service charge setting process across all tenures, ensuring compliance with regulatory frameworks and agreements
• Oversee accurate preparation and timely distribution of year‑end service charge statements
• Drive transparency through accurate billing and clear communication to residents
• Ensure timely resolution of rent and service charge queries and complaints, embedding lessons learned
• Plan and resource effectively throughout the year, anticipating peaks in activity
• Monitor performance against budgets, identifying risks and opportunities
• Champion value for money by monitoring costs, ensuring effective cost recovery and driving efficiencies
• Develop and maintain performance indicators to monitor service effectiveness and improve satisfaction
• Act as the key representative for rent and service charges, managing internal and external stakeholder relationships
• Provide timely and accurate information to operational teams and senior leadership
Collaborate with Finance and Asset Management teams to forecast service charge income and expenditure

Leadership and general responsibilities

• Provide effective leadership, ensuring clarity of aims, objectives and values
• Monitor team performance and carry out regular one‑to‑ones and performance reviews
• Promote a culture of openness, innovation, involvement and teamwork
• Ensure compliance with internal controls, policies, procedures and financial regulations
• Ensure compliance with health and safety requirements
• Champion SettleParadigm values and act as a role model
• Promote equality of opportunity in service provision and employment practices
• Lead on special projects as required

About you

Experience

• Proven experience managing rent and service charge activity at managerial level
• Commitment to delivering excellent customer service and improving transparency
• Experience leading process improvement initiatives
• Proven track record building and developing high performing teams

Knowledge

• Strong knowledge of housing regulation, rent setting frameworks and service charge legislation
• Good understanding of accounting procedures and processes
• Degree in finance, housing or related discipline, or equivalent experience

Skills

• Strong strategic thinking and ability to influence at senior levels
• Ability to build trust and manage relationships with stakeholders
• Excellent analytical and critical thinking skills, able to interpret complex information
• Confident people leader with a coaching mindset
• Highly organised, decisive and outcome‑driven
• Effective networking, negotiation and influencing skills
• Advanced understanding of Microsoft Excel
• High integrity, independence and professional scepticism
• Experience leading organisational change
• Experience managing change related to new technology adoption

At SettleParadigm, we believe in creating an environment where our people feel valued, supported, and inspired to grow. Our comprehensive benefits and rewards package reflects this commitment.

• Annual salary: £79,714 per annum + £5000 salary supplement.
• 30 days holiday from day 1 (for Heads of Services), plus Christmas closure and buy options
• Generous pension scheme – up to 9.5% employer contribution via salary sacrifice
• Family-friendly leave: Enhanced maternity, paternity, and adoption leave
• Health cash plan – claim up to £1,800 for everyday health costs (plus free kids’ cover)
• Life cover and income protection
• Flexible working – hybrid options, modern offices, free parking & EV charging

And that’s just the beginning! We’re also thrilled to provide:

• Mental Health First Aiders available to support
• Car leasing via salary sacrifice (for permanent colleagues subject to conditions)
• Funded training, qualifications & apprenticeships
• 3 paid volunteering days in the local communities
• Peer-recognition rewards platform
• Paid professional subscription (one per year)

Working Hours

• 37 hours per week
• Monday - Friday

Our Commitment

We are committed to creating an inclusive workforce, by reflecting and representing the diversity of the communities we serve. We would like to encourage applications from disadvantaged socio-economic backgrounds; people who identify as disabled, neurodiverse, members of the LGBTQ+ community and people from underrepresented groups.

Accessibility and Adjustments

We are committed to providing reasonable adjustments throughout our recruitment process and we’ll always endeavour to be as accommodating as possible. Please let us know in advance of any suitable arrangements required.

Due to the nature of some of our roles involving work with vulnerable members of society, this post may be subject to a basic or enhanced Criminal Disclosure, which will be carried out when a conditional offer is made.

Please ensure you fully answer the questions on the application form.

Closing Date: 10.09.2026

We reserve the right to close this vacancy earlier than the closing date should we find a suitable candidate.