Head of Rent Service Charge & Customer Accounts

Guinness Partnership; Failsworth; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading not-for-profit housing organization is looking for a Head of Rent, Service Charge and Customer Accounts. The role, based in England, offers a hybrid working option and involves leading strategic development and operational management of customer accounts. The ideal candidate will have substantial experience in management, excellent communication skills, and be customer-focused. Benefits include a competitive pension scheme, performance pay bonuses, holiday entitlement up to 27 days plus bank holidays, and additional perks such as health plans and other employee discounts.

Benefits

25–27 days of holiday per year

Competitive pension scheme

Salary sacrifice for National Insurance

Lifestyle benefits scheme

Annual Performance Score bonus

Life assurance cover

Health plan options

Free eye test vouchers

Access to wellness portal

Travel season ticket loan

Car lease scheme

Qualifications

• Proven track record of leading high-quality customer-focused services.
• Significant experience in managing operational teams.
• Exceptional focus on customer and commercial needs.

Responsibilities

• Lead strategic development and operational management.
• Manage Rent, Service Charge and Customer Accounts service.
• Collaborate and build relationships with stakeholders.

Skills

Senior management experience in Rent management

Strategic and operational planning

Team leadership

Customer focus

Performance improvement

Business change management

Excellent oral and written communication

Microsoft Office proficiency

Education

Degree level education

Relevant professional qualification (e.g. CIH Level 6)

Job description

JOB DESCRIPTION

About the role: We have an exciting opportunity for a Head of Rent, Service Charge and Customer Accounts to join the Guinness Team.

Is this the next step in your career? Find out if you are the right candidate by reading through the complete overview below.

This permanent, full-time, 35 hours per week vacancy based in our Oldham office has a hybrid working option.

The purpose of the role is to lead the strategic development and operational management of Guinnesss Rent, Service Charge and Customer Accounts service.

What we're looking for

We know that how we do things is just as important as what we do, so you'll be highly self‑motivated with the rigour to pursue goals, you’ll also be a confident collaborator, networker and relationship builder with a willingness to go the extra mile to get the job done.

Essential qualifications

• Senior management experience in Rent, Service Charge and Customer Accounts management environments.
• Proven track record of strategic and operational planning in leading the delivery of high‑quality customer‑focused services.
• Significant experience of leading, managing and motivating multi‑disciplinary operational teams.
• Exceptional customer and commercial focus demonstrated in personal actions and behaviours.
• Experience of leading delivery of measurable improvements in performance and quality.
• Experience of leading implementation of significant business change.
• Excellent oral and written communications.
• Excellent knowledge of Microsoft Office.

Desirable qualifications

• Broad understanding of the not‑for‑profit sector, and / or housing sector.
• Broad understanding of income recovery / arrears collection industry.

Qualifications

• Educated to degree level and / or relevant professional qualification, e.g. CIH Level 6.

Demonstrate the Guinness Behaviours.Demonstrate the Guinness Leadership and Management Standard.

Benefits

Holidays: We offer 25–27 days holiday a year, plus bank holidays. You will also receive additional holiday in line with your length of service (1 extra day per 5 years service, capped at 4 days). We will also give you the opportunity to buy up to an additional 5 days.

Competitive Pension Scheme: We will help you save for your retirement through our workplace pension scheme. Guinness matches your contribution up to 9%.

To help you get the most out of your pension contributions, we operate a salary sacrifice arrangement that means you will pay less National Insurance contributions.

Benefits portal: We have a lifestyle benefits scheme, pulling together a range of special offers and great deals.

You can make some great savings on everyday shopping from fashion and electronics to travel, leisure and days out and weekly supermarket shopping.

Performance Pay

Annual Performance Score bonus subject to eligibility.

Life Assurance

For peace of mind, Guinness provides three times salary life cover in the event of your death.

Health Plan Options

There are a couple of health care schemes available depending on the post grade.

Other benefits

DVU / DSE : Free eye test vouchers every 2 years with £55 contribution to glasses if required for VDU work.

Additional benefits include: Access to the Finance wellbeing portal, professional subscription annual payment, travel season ticket loan, car lease scheme.