Senior Service Charge Analyst

Service Charge Analyst

Location: Croydon or Sittingbourne
Working Pattern: Hybrid
Salary: £40,000 - £4r,000

Are you an experienced Service Charge Analyst looking for an opportunity where you can take ownership of complex service charge activity while helping shape and improve the way services are delivered?

We are working with a large housing organisation that is committed to providing safe, high-quality homes and putting residents at the heart of everything it does.

This is an opportunity to join a team undergoing transformation, with a strong focus on improving service charge processes, customer service, accuracy and cost recovery.

The Role

Reporting to a Service Charge Manager, you will be responsible for delivering a high-quality service to service charge payers and other stakeholders.

You will take ownership of complex service charge activity, work closely with internal teams and budget holders, and play an important role in developing and embedding improved systems and processes.

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• Accurately calculate, construct and issue estimated and actual service charges, ensuring compliance with legislation, contractual requirements and internal policies.
• Take ownership of complex service charge cases and ensure costs are fully recoverable.
• Provide an expert, customer-focused service to residents, resolving complex queries, complaints and disputes.
• Work collaboratively with internal teams to improve and transform service charge delivery.
• Support the integration and management of legacy systems and stock, helping establish consistent best-practice processes.
• Review and maintain procedures to maximise the recovery of service chargeable expenditure.
• Build strong relationships with budget holders and service managers to develop scheme knowledge and ensure accurate allocation and setting of charges.
• Provide service charge advice and guidance during the development of new schemes, identifying potential issues around service charge liabilities.
• Attend meetings with service charge payers, resident groups and managing agents.
• Prepare service charge information and supporting evidence for First-tier Tribunal cases and attend where required.
• Identify opportunities to improve service charge calculations and the information provided to residents.
• Help improve communication with residents around service charge changes and decisions.
• Maintain accurate data across relevant systems and databases.
• Share knowledge across the team and contribute to greater resilience across service charge-setting activities.

We are looking for someone with:

• Proven experience in service charge analysis.
• A strong understanding of residential and commercial service charge management.
• Knowledge of current legislative requirements and sector best practice.
• Excellent financial and numerical skills.
• Strong organisational skills, with the ability to manage multiple priorities and meet deadlines.
• Excellent written and verbal communication skills.
• Strong customer service and relationship-management skills.
• Experience working with communities and external stakeholders.
• A genuine focus on customer satisfaction and finding commercially beneficial solutions.