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Service Charge Complaints & Disputes Manager
Location: London
Salary: £51,099 - £54,135 per annum
Hours: 35 hours per week
The Role
Our client is an award-winning housing and regeneration organisation with a national reputation for innovative urban and social regeneration.
They are looking for a Service Charge Complaints & Disputes Manager to lead on building trust and credibility in their 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 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 the organisation, 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
Key Responsibilities
Engagement:
- Act as ‘honest broker’ between residents and their teams
- Develop clear, comprehensive, and legally compliant service charge information
- Engage with residents to better understand and address concerns about service charges
- Ensure communication about service charges is empathetic, professional, and unambiguous
- First and main point of contact for service charge queries, disputes and complaints
- Improve service charge transparency
Governance:
- Assist in the preparation of documentation and evidence for legal proceedings, tribunal cases, and Ombudsman investigations
- Assist with internal audits
- Ensure complaint handling and dispute resolution processes comply with all relevant legal and regulatory requirements
- Ensure residents’ voices are heard
- Identify trends and recurring issues, providing insight and recommendations to efficiency and service charge accuracy
- Implement robust controls to ensure data integrity
Leadership:
- Act as ambassador for the organsiation
- Be an exemplar to colleagues
- Identify key policy issues and trends that may impact them and devise proactive strategies to address them
- Provide guidance and training on best practice
- Role model the behaviours that underpin their values, and reinforce their importance
Planning:
- Collaborate with facilities, finance, housing, and technical and other colleagues to ensure accurate and timely service charge information to residents
- Develop a model to maximise the information residents can self-serve through online access
- Develop a plan to influence and promote an ethos of transparency
Reporting:
- Produce regular reports on the nature, frequency, and outcomes of service charge complaints, providing insights for process improvements
- Use data analytics to inform strategies
Service Charge Accounting:
- Assist with annual service charge processes
- Assist with major works consultations
- Review apportionments in line with agreements and statutory requirements
Skills and Qualifications
- professional qualification or degree in Accounting, Housing, Property Management, or a related field; or equivalent experience
- analyse and interpret financial data
- balance conflicting priorities to meet deadlines
- convey complex information clearly and persuasively
- effectively communicate difficult decisions
- attention to detail
- familiarity with dispute resolution frameworks, including mediation, arbitration, and tribunal procedures
- held a service charge accounting or finance role
- led on resolving disputes and complaints
- apply and interpret service charge accounting principles
- apply and interpret statutory requirements, including landlord and tenant legislation
- deliver excellence in a complex environment
To Apply
If you feel you are a suitable candidate and would like to work for this reputable company, please click apply to be redirected to their website to complete your application.
