Head of Service Charges, Rent and Income
hace 10 días
Lakenham
Head of Service Charges, Rent and Income\n\nLocation: Long Stratton, Norwich, Norfolk\n\nSalary: £72,000 per annum\n\nWe have an exciting opportunity for a Head of Service Charges, Rent & Income to provide strategic leadership and operational oversight for our clients service charges, rent application and income collection activities. Ensuring that delivery is compliant, customer-focused, and aligned with best practice whilst maximising income across the 7000+ homes, homeowners, freeholders on estate and garages.\n\nKey Responsibilities Include:\n\nResponsible for the Rent and Charges notification process, estimate consultation process, Actual Account Process, Sinking Fund Process, Major Work Final Account Process and Collections processes.\n\nProvide visible, values-based leadership contributing to cross departmental collaboration.\n\nSupport colleagues to enhance and apply their technical knowledge to deliver an effective service to tenants, residents, and stakeholders.\n\nOversee the setting, issuing, applying, reconciliation and collection of service charges, personal charges, estate-based charges, and utility charges ensuring compliance with legislation and transparency for residents.\n\nLead initiatives to enhance tenant and residents’ engagement, ensuring we listen to and act on customer feedback.\n\nMaintain up to date knowledge of government, regulatory requirements, and best practice across the sector ensuring that all policies and processes are kept up to date to maintain regulatory compliance.\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\nMembership with the Chartered Institute of Housing (CIH) or The Property Institute (formerly IRPM) (D).\n\nExperience:\n\nDemonstrable and extensive experience working in a senior housing management role a Social Housing or Local Authority setting.\n\nIn depth experience in managing complex variable service charges, estate charges, sinking funds, and diverse rent regimes (Social, Affordable, Intermediate).\n\nDeep understanding of leasehold management, Section 20 consultation processes and managing external third-party managing agents.\n\nExperience of income collection and welfare benefits.\n\nExperience in creating and developing 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\nExtensive knowledge of law and housing legislation related to rents, service charge, leasehold management, managing agents and income collection to ensure compliance and effective service delivery.\n\nExtensive stakeholder management of both internal and external stakeholders.\n\nSkills, Knowledge and Abilities:\n\nExtensive knowledge of government policy, legislation, regulations, in relation to service charges, rents and collections.\n\nExtensive knowledge of leases, tenancies, legislation, and case law in relation to income collection, service charges and rents.\n\nKnowledge of developing IT systems for managing service charges, rents and income collection.\n\nComprehensive knowledge of the Landlord and Tenant Act 1985 & Housing Acts.\n\nKnowledge of the Regulator of Social Housing’s Consumer Standards (2024) and new inspection framework.\n\nKnowledge of sector risk themes and the impact of these on service charges, rent and income collection.\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\nExcellent 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\nPeople centred committed to a coaching culture that empowers staff, colleagues, and residents.\n\nStrategic and outcome-focused with a strong grasp of governance and accountability, who balances financial rigor, with social purpose and pragmatism.\n\nAdopts a collaborative approach and excels in building and maintaining strong stakeholder relationships internally and externally.\n\nPlease note this role is subject to a Basic Disclosure and Barring Service check\n\nClosing date: 24th May 2026\n\nShortlist date: 25th May 2026\n\nInterview date: TBC