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

Full Time - 35 Hours per week

Poplar HARCA is an award-winning housing and regeneration organisation with a national reputation for innovative urban and social regeneration.

An exciting opportunity has arisen within our FinanceDirectorate for aService Charge Liaison Advisor.

The Service Charge Liaison Advisor will act as the first point of contact for residents, providing clear, accurate, and timely responses to service charge enquiries and disputes, while supporting the wider team in resolving issues and improving customer understanding. The post holder will respond to resident queries on service charges via phone, email, and written correspondence, explaining service charge budgets, actuals, and variances in a clear, accessible way.The Service Charge Liaison Advisor will identify at-risk residents and ensure that they are provided with appropriate support and advice, meeting with residents at home, in the office or in other appropriate venues.

The postholder's 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.

Due to the nature of this post, employment in this role is dependent on a Basic Disclosure and Barring Service (DBS) check.

Closing Date: Friday 2nd October (5:00pm)