Rent & Service Charge Manager

Blue Arrow • Permanent • Dereham, Norfolk, England, United Kingdom • 4h ago

Service Charge & Rent Officer

Location: Long Stratton (Hybrid Working Available)
Salary: Competitive
Contract: Full-Time, Permanent
Reports to: Service Charge & Rent Manager

Make a Difference in Social Housing

We are looking for an experienced and detail-oriented Service Charge & Rent Officer to join a busy Housing Operations team.

This is an excellent opportunity for a housing professional with experience in service charges, rents, leasehold management, or property management to play a key role in delivering a transparent, accurate, and customer-focused service to residents.

You will support the management and administration of service charges, rents, estate charges, utility charges, and sinking funds across a large residential portfolio. Working closely with internal teams, managing agents, residents, contractors, and stakeholders, you will ensure charges are administered fairly, accurately, and in compliance with all relevant legislation and best practice.

The Role

As the Service Charge & Rent Officer, you will be responsible for managing the calculation, application, billing, reconciliation, and communication of rents and service charges while ensuring residents receive clear information and excellent service.

You will act as a key point of contact for service charge and rent enquiries, supporting residents while ensuring value for money and regulatory compliance.

Key Responsibilities

Service Charge & Rent Administration

Calculate, set, issue, and reconcile service charges and rents.
Apply rent and service charge information accurately to customer accounts and on re-let properties.
Calculate individual service charges and ensure costs are correctly apportioned.
Produce and issue annual service charge accounts and statements.
Administer sinking funds and issue annual sinking fund statements.
Set service charges for new developments and schemes.
Calculate and administer estate charges and personal charges.
Manage utility billing arrangements in line with legislation and regulatory requirements.
Provide accurate rent and service charge information to internal stakeholders.

Managing Agent & Financial Management

Liaise with managing agents and scrutinise service charge and maintenance costs.
Challenge incorrect or unreasonable charges where appropriate.
Process managing agent invoices within agreed timescales.
Calculate estimated and actual costs for service charge recovery.
Support budgeting, forecasting, and financial planning activities.
Assist with reconciliations and financial reporting.

Compliance & Legislation

Ensure compliance with housing legislation, lease agreements, regulatory requirements, and best practice.
Support Section 20 consultation processes and service charge recovery activities.
Ensure compliance with leasehold legislation and relevant housing regulations.
Prepare information for audits, inspections, and regulatory reviews.
Monitor legal and regulatory changes and help implement updates where required.

Resident Engagement & Customer Service

Act as a key contact for resident enquiries relating to rents and service charges.
Explain service charge calculations and rent structures in a clear and accessible manner.
Resolve disputes and complaints professionally and effectively.
Support resident meetings and consultations regarding service charge budgets and expenditure.
Deliver exceptional customer service while maintaining compliance and accuracy.

Continuous Improvement

Identify opportunities to improve processes, systems, and efficiencies.
Support transformation initiatives and new technology implementation.
Contribute to service improvements that enhance the resident experience and deliver value for money.

What We're Looking For

Essential Experience

Experience working in a Service Charge, Rent, Leasehold, Housing Finance, Income Management, or similar housing-related role.
Strong understanding of service charges, estate charges, sinking funds, and rent-setting processes.
Experience within a housing association, local authority, property management company, managing agent, or similar environment.
Knowledge of leasehold management and Section 20 consultation processes.
Experience handling customer queries and managing stakeholder relationships.
Experience working with housing management systems and financial reporting.

Knowledge & Skills

Strong knowledge of service charge legislation and housing regulations.
Understanding of lease agreements, tenancy agreements, and housing law.
Knowledge of the Landlord and Tenant Act 1985 and related housing legislation.
Excellent financial analysis, budgeting, reconciliation, and reporting skills.
Strong attention to detail and accuracy.
Ability to interpret complex financial and legal information and communicate it clearly to residents and colleagues.
Excellent customer service, communication, and problem-solving skills.
Strong organisational and time-management abilities.
Proficient in Microsoft Excel and housing management software.

Qualifications

Degree-level qualification, relevant professional qualification, or equivalent experience.
Evidence of continued professional development.
CIH qualification (or working towards) is desirable.

What You'll Bring

A resident-focused approach.
Strong analytical and investigative skills.
The ability to build positive relationships with residents, colleagues, contractors, and external stakeholders.
A proactive and solutions-focused mindset.
A commitment to accuracy, transparency, and continuous improvement.

What's on Offer?

Hybrid working arrangement.
A varied and rewarding role with genuine impact.
Supportive and collaborative team environment.
Ongoing training and professional development opportunities.
Long-term career prospects within housing and property management.

If you have experience in service charges, rents, leasehold management, or housing finance and are passionate about delivering a high-quality service to residents, we'd love to hear from you.

Please note: This role is subject to a Basic Disclosure and Barring Service (DBS) check.

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.

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