Service Charge Complaints and Disputes Manager


Company 

AD WARRIOR

Location 

London

Employment Hours 

Full Time

Employment Type 

Permanent

Salary 

Job Requirements/Description

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.

Company 

AD WARRIOR

Location 

London

Employment Hours 

Full Time

Employment Type 

Permanent

Salary 

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