Service Charge Officer

Clarion Housing Group; Borehamwood; Hybrid; GBP 31,000 - 40,000; Full time

Job summary

Clarion Housing Group in Borehamwood is seeking a Service Charge Officer to join our team on a hybrid basis. You will respond to service charge enquiries and complaints, investigating issues and ensuring costs reflect tenancy terms and policy.

Working with colleagues across the business, you’ll gather documents, explain decisions clearly, adjust charges as needed, and keep our CRM up to date. You’ll need strong numerical skills and proficiency with Excel to deliver accurate service charge

Qualifications

• Experience in customer service environment.
• Ability to handle complex enquiries and investigations.
• Strong numerical skills and proficiency with Excel.
• Clear and concise communication of complex subjects.

Responsibilities

• Respond to service charge enquiries and complaints by investigating issues.
• Adjust service charges following investigations in line with policy.
• Collaborate with teams and keep CRM updated with activity and correspondence.
• Attend office for training and monthly meetings as required.

Skills

Numerical skills

Customer service

Tools

Excel

Job description

Location: Hybrid - Oaks Court, Borehamwood Salary: London - £31,038 - £39,695 per annum National - £28,673 - £36,585 per annum Hours: 36 hours per week Contract Type: Secondment until October 2027

Do you have experience of working in a customer service environment, tackling complex issues? We’re looking for a Service Charge Officer to join our excellent team responding to service charge enquiries and complaints by investigating issues raised by customers. Working with teams across the business collating necessary documents and explanations you’ll respond to customers, in line with relevant Clarion Policies and terms of tenancy or lease agreements. Clarion Housing provide a range of services to residents as part of their tenancy or lease agreements; you’ll play a key part in ensuring that costs of services provide value for money, are accounted for in a transparent manner and recovery of costs maximised. With your ability to identify key components of a query/complaint and the desired outcomes for customers, you’ll carry out any adjustment to service charges following investigations and provide feedback to teams to ensure errors of miscoding do not re-occur. You’ll also respond to internal teams' enquiries regarding all aspects of service charges and keep our CRM system updated with activity and correspondence at all times. Substantial experience of using Excel and excellent numerical skills are essential, as is the ability to communicate complex subjects in a clear and concise way using a range of media.

Here at Clarion, we’re dedicated to rewarding hard work and commitment, and providing benefits that support you and your lifestyle

Closing Date: Tuesday 27th October 2026 at midnight. This vacancy may close early without notice. This is a hybrid role with a base location at our offices in Borehamwood. Candidates will be expected to work from the office for monthly team meetings and when required. You’ll be required to attend the office in person for an initial training period. At Clarion Housing Group, we support the responsible use of AI. Here is your guide to using AI during your recruitment process.

You must be eligible to work in the UK to apply for this vacancy; Clarion are not able to offer visa sponsorship. You are required to reside in England or Wales for the duration of your employment.

About Clarion Housing Group Clarion Housing Group is the country’s largest social landlord with more than 350,000 people nationwide calling a Clarion home their own. Our mission is to provide affordable homes for those who need them most, and our development arm (Latimer) builds thousands of new homes each year across the country. We know that having a safe and secure home enables people to build better lives, and we believe being a good social landlord is about making a difference to our residents and communities. Our charitable foundation, Clarion Futures, works with charities, social enterprises and other organisations to provide employment support and apprenticeship opportunities to residents, as well as money management advice and help getting online. Web: www.clarionhg.com LinkedIn: www.linkedin.com

Diversity and Inclusion

We want Clarion to be a workplace where everyone feels valued, can be themselves and know they can reach their full potential. We embrace and celebrate our differences through various initiatives and support colleagues through a number of staff networks. We’re committed to building a strong, diverse workforce and making Clarion an inclusive place to work.