Service Charge Officer

Reed; United Kingdom; Hybrid; GBP 19,000 - 27,000; Full time

Job summary

Reed, a large national housing association, is seeking a Service Charge Officer for a hybrid role in WD6. The position offers an immediate start on an ongoing temporary basis with a basic DBS check required.

You will handle service charge reporting, respond to enquiries, and support resolution processes across tenures. Key duties include coordinating with Rent and internal teams, investigating discrepancies, and ensuring accuracy before distribution.

Qualifications

• Experience in a service charge function, ideally within social housing or property management.
• Knowledge of landlord and tenant legislation and service charge best practice.
• Strong written and verbal communication skills with residents and stakeholders.
• Advanced Excel skills and handling large data sets.
• Experience using ERP and CRM systems.

Responsibilities

• Handle service charge enquiries from residents and internal colleagues.
• Support managers in responding to escalated customer complaints.
• Ensure service charge estimates and actuals are accurate before distribution.
• Investigate discrepancies and process adjustments within the ERP system.
• Contribute to service charge projects and continuous improvement initiatives.
• Liaise with stakeholders to ensure service charge accuracy and compliance.
• Respond to enquiries via the service charge mailbox in a timely manner.
• Attend meetings with residents to resolve disputes and provide support.

Skills

Numerical and analytical skills

Communication skills

Excel

Attention to detail

ERP/CRM systems experience

Tools

ERP/CRM software

Job description

Service Charge Officer

WD6 (Hybrid Working)

£16.58 per hour

36 hours per week (7.2 hours per day, Monday to Friday)

Immediate Start Ongoing Temporary Assignment

Basic DBS Check Required

An exciting opportunity has arisen for an experienced Service Charge Officer to join a large national housing association on an ongoing temporary basis. This is a hybrid role based in WD6, offering the chance to work within a collaborative team focused on delivering an excellent service to residents across a diverse housing portfolio.

The Role

As a Service Charge Officer, you will play a key role in ensuring accurate, transparent and timely service charge reporting and accounting for residents across all tenures. You will be responsible for responding to enquiries, supporting complaint resolution, maintaining accurate service charge records and working closely with internal teams to deliver a high-quality customer-focused service.

Key Responsibilities

• Handle service charge enquiries from residents and internal colleagues.
• Support managers in responding to escalated customer complaints.
• Work closely with analysts to ensure service charge estimates and actuals are accurate before distribution.
• Investigate service charge discrepancies and process adjustments within the ERP system.
• Contribute to service charge-related projects and continuous improvement initiatives.
• Liaise with key stakeholders to ensure service charge accuracy and compliance.
• Manage and respond to enquiries received through the service charge mailbox in a timely manner.
• Ensure resident enquiries are acknowledged and resolved effectively.
• Attend face-to-face meetings with residents where required to resolve disputes and provide support.
• Support the Rent Team with service charge queries, including enquiries from local authorities.
• Adapt effectively to changing priorities within a busy environment.
• Promote and adhere to Equality, Diversity & Inclusion and Health & Safety policies.

About You

To be successful in this role, you will have:

• Previous experience working within a service charge function, ideally within social housing or property management.
• Knowledge of Landlord and Tenant legislation and service charge best practice.
• Understanding of the application of service charges within the social housing sector.
• Excellent written and verbal communication skills with the ability to build positive relationships with residents and stakeholders.
• Strong numerical and analytical skills.
• Advanced Excel skills, with experience handling, manipulating and checking large volumes of data.
• Experience using ERP and CRM systems.
• Proven ability to deliver high levels of customer satisfaction in a customer-focused environment.
• The ability to work accurately under pressure and meet challenging performance targets.
• Strong organisational skills and attention to detail.

What's on Offer?

• Immediate start available.
• Hybrid working arrangement.
• Join a respected national housing provider.
• Opportunity to gain valuable experience within a busy and supportive team.
• Ongoing temporary contract with potential for extension.

Please note that a Basic DBS check will be required prior to commencement.