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 Poplar HARCA 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 Poplar HARCA, 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 Poplar HARCA 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 Poplar HARCA
Be an exemplar to colleagues
Identify key policy issues and trends that may impact Poplar HARCA, and devise proactive strategies to address them
Provide guidance and training on best practice
Role model the behaviours that underpin Poplar HARCA s 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.
