Location
London

Hours
Full Time

Salary
£43,132 Per Annum

About the Role
Are you looking for a fulfilling and rewarding career opportunity working for one of London's biggest housing associations, Notting Hill Genesis? Can you provide a first-class service to enhance and improve the customer satisfaction of our residents? Notting Hill Genesis is offering a fantastic opportunity to join us as a Service Charge Officer in our Service Charge Operations Team, working alongside our P&E, C&S & EMA teams, supporting two service charge business partners. In this role, you will support our customers and operational colleagues to provide a high-quality service to our residents that helps us to meet our six priorities as outlined in our customer strategy. This role is based in the office/on-site for a minimum of 3 days per week.

How you'll do it
Support the delivery of a comprehensive service charge management framework. Assist in identifying high-risk schemes and support the implementation of action plans to ensure business risks are mitigated and customer-centric outcomes delivered. Work with the Business Partners to proactively engage with your operational colleagues to ensure service charge priorities are delivered. Be responsive and can-do in the face of queries. Support the effective delivery of all aspects of the service charge cycle, including meaningful consultation with residents on service charge budgets, robust in-year variance reporting, and quality end-of-year reconciliations/accounts. Support the effective resolution of disputes, mediation, or First Tier Tribunal (FTT) processes, providing first-class expertise to service charge and operational colleagues. Support the compliant delivery of Qualifying Long Term Agreements (QLTAs). Assist with spot checks on key schemes to provide Quality Assurance and implement action plans where necessary. Support effective systems and data management in relation to service charges, including the processing and dissemination of all documentation related to the service charge cycle. Where necessary, manage supplier invoices and purchase orders to ensure costs are coded correctly. Work with the Business Partners to ensure costs not coded correctly to schemes reach their rightful home. Work with operational colleagues to develop value for money services, where cost pressures are mitigated for residents and all appropriate costs recouped for the business. Work with your service charge colleagues to collectively become a centre of excellence for service charge practice, learning from other providers to continually amend and develop practices for the benefit of the business and residents.

Experience
Understanding and experience of working compliantly with varying service charge regimes (fixed and variable). Experience of reading and understanding tenancy agreements, leases, deeds of transfer, etc. Experience of building and managing effective relationships with a range of stakeholders, ideally in a matrix way across teams. Experience of effective analysis of complex data to make business decisions.

About you
We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation. You will be proficient with Excel and numbers and be confident with service charge compliance legislation. You will be as comfortable working with numbers and spreadsheets as getting out and about with local officers to see how service charges come to life when mapped onto the properties in your region. A strong communicator, both written and verbal, you will play a key role in motivating and supporting operational staff in breaking down service charge accounts for residents. You will have the talent to explain how service charges work in a clear, accessible, and inclusive manner. You can break down jargon and complicated processes and communicate these clearly to operational colleagues and residents alike. You seek solutions and proactively identify risks to flag these to stakeholders. Above all else, you take pride in your work and seek to establish a culture of service improvement. As a resident advocate, you see how your work affects residents and the part you play.

Qualifications
Excellent interpersonal skills. Strong IT skills, including advanced Excel. Awareness of the RICS service charge residential code and ICAEW tech 03/11 and how to apply them.