Service Charge & Rents Manager

An exciting opportunity has arisen for an experienced Service Charges & Rents Manager to work with a Housing Provider based in Norfolk on a Permanent basis.

Salary: -49,680 Per Annum

The Service Charge & Rents Manager is operationally responsible for the effective management, administration, and communication of service charges and rent application for 7000+ homes, homeowners, freeholders on estate and garages.

The Service Charge & Rents Manager will work closely with internal teams, residents, and contractors to ensure transparency, fairness, and efficiency in the service charge process, as well as resolving any queries or disputes in a timely and professional manner. This role intersects with the wider organisation and is the advocate for our tenants when ensure value for money and quality of service

Duties:

• Develop, implement, and manage the annual service charge budgets for all properties within the Housing Association''s portfolio, ensuring accuracy and transparency.
• Monitor service charge income and expenditure, ensuring that costs are within budget and that service charge forecasts are updated regularly.
• Liaise with departments (e.g., Housing and Asset) to gather data and ensure that the budgeting process reflects the true costs of services provided to Residents Coach and mentor future leaders, promoting a culture of empowerment and accountability.
• Create a culture of creativity, innovation and problem solving with all team members.
• Cultivate a sense of ownership, responsibility and curiosity within all teams ensuring staff feel empowered and connected to our Inspiring strategy.
• Act as an ambassador for the client and explore ways in which to represent the work that we do and collaborative working.
• Deputise for the Director of Tenant Services as required.
• Ensure the annual rent and charges are issued in line with regulatory requirements, and best practice. Ensuring all tenants that have a service charge or personal charge receive clear and concise breakdowns of the charges, with transparent explanations for any changes in costs.
• Ensure the timely and accurate billing of service charges to tenants, ensuring all charges comply with relevant lease agreements, regulatory requirements, and best practice.
• Oversee the accurate calculation of individual service charges for each property, ensuring all costs are appropriately allocated and apportioned.
• Issue annual service charge accounts, ensuring all tenants receive clear and concise breakdowns of the charges, with transparent explanations for any changes in costs.
• Calculate and issue annual sinking fund statements.
• Oversee the setting of service charges and set service charges for complex new developments, ensuring sinking funds set where required.
• Ensure that freeholders with estate-based charges are billed in line with the transfers and deeds.
• Ensure the utility billing is issued as per the agreements and in line with new regulations and Ofgem rules.
• Ensure the accurate application of rents and service charges to accounts and on relet

Experience Required:

• Demonstrable and extensive working in service charge and rents management or a similar role within housing associations, property management, or public sector housing.
• In depth experience in managing complex variable service charges, estate charges, sinking funds, and diverse rent regimes (Social, Affordable, Intermediate).
• Understanding of leasehold management, Section 20 consultation processes and managing external third-party managing agents.
• Understanding of welfare benefits.
• Extensive experience in operational management and leading a customer facing team.
• A track record of customer excellence and performance against KPI''s
• Experience of change management and being and subject matter expert for changes in software and systems.