Service Charges & Rent Manager
7 days ago
Lakenham
Service Charges & Rent Manager\n\nLocation: Long Stratton, Norwich, Norfolk\n\nSalary: £49,680 per annum\n\nWe have an exciting opportunity for a Service Charges & Rent Manager to be operationally responsible for the effective management, administration, and communication of service charges and rent application for 7000+ homes, homeowners, freeholders on estate and garages.\n\nKey Responsibilities Include:\n\nDevelop, implement, and manage the annual service charge budgets for all properties within the Housing Association’s portfolio, ensuring accuracy and transparency.\n\nEnsure 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.\n\nEnsure that service charge, estate-based charges and utility billing arrangements comply with the relevant laws, regulations, and guidelines, including the Leasehold Reform Act and other housing legislation.\n\nProvide clear and transparent communication to residents regarding service charge billing, including responding to queries and explaining charges in an understandable manner.\n\nWork closely with contractors, suppliers, and internal teams to support the teams that manage the contracts to ensure that services provided to residents (e.g., cleaning, maintenance, grounds maintenance) are delivered as per the agreed terms and conditions.\n\nLead on the implementation of new systems, tools, or technologies to improve service charge management and resident satisfaction.\n\nDeliver a high standard of customer service ensuring customer outcomes are effectively delivered.\n\nFor a full list of responsibilities please see the attached Role Profile\n\nOur Ideal Candidate Will Have:\n\nEducations and Qualifications:\n\nDegree level or equivalent relevant professional qualification or qualified by experience (E).\n\nEvidence of continued professional development (E)\n\nHave or are working towards a Chartered Institute of Housing (CIH) Level 3 or above, or similar (D).\n\nExperience:\n\nDemonstrable and extensive working in service charge and rents management or a similar role within housing associations, property management, or public sector housing.\n\nIn depth experience in managing complex variable service charges, estate charges, sinking funds, and diverse rent regimes (Social, Affordable, Intermediate).\n\nUnderstanding of leasehold management, Section 20 consultation processes and managing external third-party managing agents.\n\nUnderstanding of welfare benefits.\n\nExtensive experience in operational management and leading a customer facing team.\n\nA track record of customer excellence and performance against KPI’s\n\nExperience of change management and being and subject matter expert for changes in software and systems.\n\nExperience of working within a customer-focused environment and handling challenging customer interactions.\n\nKnowledge of housing management software and systems used to manage service charge billing and reporting.\n\nExperience of modifying and maintaining policy and procedures.\n\nSubstantive experience of working with and presenting complex financial and compliance reports to governance groups including Tenant Service Committees and Boards.\n\nExperience of identifying, interpreting, and implementing changes in response to new legislation or regulations.\n\nExperience at forming and delivering strategic roadmap plans including training, quality assurance, and annual plans.\n\nExperience in leading customer facing teams and a history of customer excellence & performance against KPI’s.\n\nExperience of interpreting law and housing legislation as it related to rents, service charge, leasehold management and managing agents to ensure compliance and effective service delivery.\n\nExtensive stakeholder management of both internal and external stakeholders.\n\nSkills, Knowledge and Abilities:\n\nStrong knowledge of government policy, legislation, regulations, in relation to service charges, rents and best practice\n\nStrong knowledge of leases, tenancies, legislation, and case law in relation to service charges, sinking funds and rents.\n\nKnowledge of developing IT systems for managing service charges & rents.\n\nStrong knowledge of the Landlord and Tenant Act 1985 & Housing Acts.\n\nKnowledge of the Regulator of Social Housing’s Consumer Standards (2024) and pending leasehold, shared ownership, and freehold charges reforms.\n\nCoaching and leadership skills to enable a team to develop to achieve its full potential.\n\nExceptional ability to translate complex financial concepts into "plain English" for diverse stakeholders, colleagues, and residents.\n\nExceptional customer service skills with a commitment to resolving complex enquiries efficiently and effectively.\n\nStrong customer service skills, with a focus on resolving queries and complaints in a timely and professional manner.\n\nStrong skills in financial modelling, budgeting, and forecasting\n\nProficiency in using data and insights to drive personalisation transparency, and service improvements.\n\nPersonal Attributes:\n\nCoaching and leadership skills to enable a team to develop to achieve its full potential.\n\nAdopts a collaborative approach and excels in building and maintaining strong stakeholder relationships internally and externally.\n\nStrong analytical and problem-solving skills, with the ability to interpret financial data and identify trends or issues.\n\nSkilled in gathering and leveraging customer feedback to drive continuous improvements.\n\nExceptional organisational and time-management skills, with the ability to manage competing priorities effectively.\n\nHigh level of attention to detail and accuracy in financial and service charge calculations.\n\nExcellent interpersonal and negotiation skills, with the ability to build relationships with internal teams, contractors, and residents.\n\nProficient in Microsoft Office, particularly Excel, and housing management software systems.\n\nA proactive approach to continuous improvement and process development.\n\nThis role may require occasional travel to different properties and meetings across the Housing Association’s portfolio.\n\nA flexible approach to work may be required during peak times (e.g., annual rent and charge notifications, year-end service charge reconciliation).\n\nPlease note this role is subject to a Basic Disclosure and Barring Service check\n\nClosing date: 14th June 2026 (00:00)\n\nShortlist date: 15th June 2026\n\nInterview date: TBC