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 We are looking for a Service Charge Complaints & Disputes Manager to lead on building trust and credibility in Poplar HARCA’s service charge processes. The postholder will Lead on investigating, managing and resolving complex service charge casework Lead on mediating and brokering resolutions between residents with service charge concerns and Poplar HARCA colleagues Meet with tenants and leaseholders to present, explain, and clarify service charge information Assist in the preparation of documentation and evidence for legal proceedings, tribunal cases, and Ombudsman investigations Identify key policy issues and trends that may impact Poplar HARCA, and devise proactive strategies to address them Develop a model to maximise the information residents can self-serve through online access Produce regular reports on the nature, frequency, and outcomes of service charge complaints, providing insights for process improvements Closing Date: Monday 11th November 2024 (5.00pm)