Service Charge Complaints Specialist

ESSENTIAL EMPLOYMENT LTD; Greater London; Vor Ort; GBP 19.000 - 27.000; Vollzeit

Zusammenfassung

ESSENTIAL EMPLOYMENT LTD in London is seeking a Service Charge Complaints Specialist on a temporary basis. The role pays £16.58 per hour PAYE and requires handling escalated complaints with clear explanations of service charges to residents.

You will work with Finance, Housing Management, Asset Management and Legal teams to review budgets and data, generate accurate responses, and support Ombudsman processes. Strong investigation and communication skills are essential.

Qualifikationen

• Experience handling service charge complaints in housing associations.
• Knowledge of Landlord and Tenant Act and Housing Ombudsman requirements.
• Strong investigative and analytical skills.

Aufgaben

• Investigate and resolve complex service charge complaints.
• Act as main contact for residents and escalated inquiries.
• Review service charge budgets, reconciliations and financial data.
• Prepare documentation for Housing Ombudsman enquiries.
• Maintain accurate CRM records and analyse trends.
• Support continuous improvement to reduce disputes.

Kenntnisse

Investigative skills

Customer service

Analytical thinking

CRM experience

Communication

Tools

CRM systems

Jobbeschreibung

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.