Interim Service Charge Advisor

Title: Service Charge Advisor

Contract type: Temporary

Pay: £20 - £25 an hour via Umbrella

Hours: Full time

Pattern of work: Hybrid

We’re looking for an experienced Service Charge Advisor to join a small and developing team, supporting customers with enquiries relating to rent and service charges.

This is a hands-on role where you’ll investigate customer queries, establish the facts and provide clear, accurate explanations. You’ll work closely with Finance, Housing, Complaints and other operational teams to resolve issues and ensure customers receive a high standard of service.

Key Responsibilities

• Manage and resolve customer enquiries relating to rent, service charges and ground rent.
• Investigate queries thoroughly and provide clear, customer-friendly explanations.
• Take ownership of enquiries from initial contact through to resolution.
• Work with Finance and other internal teams to obtain information and resolve issues.
• Support complaints relating to rent and service charges, helping to resolve issues before they escalate.
• Monitor outstanding enquiries and ensure they are progressed promptly.
• Support annual rent and service charge variation activity and respond to related customer queries.
• Identify recurring issues and provide feedback to help improve processes and customer communications.
• Maintain accurate records of enquiries, investigations and outcomes.

About You

You’ll ideally have:

• Experience in service charges, rent, housing, finance or a similar customer-facing role.
• Experience investigating and resolving customer queries.
• Strong written and verbal communication skills.
• Excellent attention to detail and confidence working with financial information.
• Good organisational skills and the ability to manage competing priorities.
• A proactive, practical and solution-focused approach.
• The confidence to ask questions, investigate issues and take ownership of your work.

Experience within a housing association or local authority, along with knowledge of service charges, rent structures, leasehold or housing systems, would be advantageous.

If you enjoy solving problems, getting into the detail and providing excellent customer service, this could be a great opportunity to make a real difference.