Resident Service Charge Liaison Advisor

Housing Diversity Network; Greater London; Hybrid; GBP 26,000 - 32,000; Full time

Job summary

Poplar HARCA is seeking a Service Charge Liaison Advisor to provide clear, timely responses to service charge enquiries and disputes. The role supports the Finance Directorate, responds via phone, email, and letters, and explains budgets, actuals and variances to residents in an accessible way.

The postholder will engage with leaseholder forums, manage a caseload, ensure compliance with regulations, and contribute to improving services. A DBS check is required before appointment.

Responsibilities

• Engage with leaseholder forums such as Estate Boards, Resident Associations, surgeries, and statutory and non-statutory consultations.
• Ensure all enquiries are answered promptly to ensure a high level of customer care is maintained.
• Manage a caseload of service charge enquiries and disputes through to resolution.
• Ensure casework meets legislative, regulatory and policy requirement.
• Effective information management, including sharing information in accordance with agreed protocols.
• Identify recurring issues and feedback to improve services.
• Work closely with Analysts to gather information and resolve queries.
• Assist with data validation and checking where needed.

Job description

Poplar HARCA is seeking a Service Charge Liaison Advisor to provide clear, timely responses to service charge enquiries and disputes. The role supports the Finance Directorate, responds via phone, email, and letters, and explains budgets, actuals and variances to residents in an accessible way.

The postholder will engage with leaseholder forums, manage a caseload, ensure compliance with regulations, and contribute to improving services. A DBS check is required before appointment.