Service Charge Complaints Specialist

Essential Employment; Greater London; On-site; GBP 19,000 - 27,000; Full time

Job summary

Essential Employment in London is seeking a Service Charge Complaints Specialist for a temporary position. You will investigate complex service charge complaints, collaborate with Finance, Housing Management, Asset Management and Legal teams, and ensure fair, transparent handling in line with legislation and best practice.

The role involves reviewing budgets, preparing responses, maintaining CRM records, and contributing to continuous improvement to reduce future disputes.

Qualifications

• Proven experience managing service charge complaints within housing associations or social housing.
• Knowledge of relevant legislation including Landlord and Tenant Act and Housing Ombudsman requirements.
• Excellent investigative and analytical skills with the ability to explain complex information clearly.
• Strong organisational skills and experience using housing management and finance systems.

Responsibilities

• Investigate and resolve complex service charge complaints and act as a key contact for residents.
• Review service charge budgets and financial data in collaboration with Finance and Housing teams.
• Prepare accurate complaint responses within agreed timescales and compile documentation for Housing Ombudsman enquiries.
• Maintain records in CRM systems, analyse trends, perform root cause investigations and support continuous improvement.

Skills

Investigative skills

Analytical skills

Clear communication

Organisational skills

Tools

CRM systems

Housing management software

Job description

Service Charge Complaints Specialist needed in London

This is a temporary role and the rate is £16.58ph PAYE

The reference number is: 000B 81AC / 1

The successful candidate will be responsible for investigating and resolving complex service charge complaints, ensuring all cases are managed fairly, transparently and in accordance with relevant legislation, regulatory requirements and best practice. They will act as a key point of contact for residents, handling escalated complaints and enquiries, providing clear explanations of service charges, and maintaining high levels of customer satisfaction throughout the resolution process.

Working closely with Finance, Housing Management, Asset Management and Legal teams, they will review service charge budgets, reconciliations and financial data, identify areas of dispute, and ensure accurate complaint responses are delivered within agreed timescales. The role will also involve compiling documentation for Housing Ombudsman enquiries, maintaining accurate records within CRM systems, analysing trends, undertaking root cause investigations and supporting continuous improvement initiatives to reduce future complaints and disputes.

The ideal candidate will possess proven experience managing service charge complaints within a housing association or social housing environment, alongside a strong understanding of service charges, leasehold and shared ownership arrangements. They will have knowledge of relevant legislation, including the Landlord and Tenant Act and Housing Ombudsman requirements, excellent investigative and analytical skills, and the ability to communicate complex information clearly to a wide range of audiences. Strong organisational skills, attention to detail, experience using housing management and finance systems, and the ability to manage competing priorities in a high-volume environment are essential.

Essential Employment is an Equal Opportunities Employer.

All our roles may be subject to pre-employment checks including references so please be prepared.