Job Description

Service Charge Analyst

Location:  Grosvenor House, 125 High Street, Croydon, CR0 9XP

Start Date: ASAP

Contract Duration: 2+ Months

Working Hours: Mon – Fri, 09:00 – 17:00, 37 Hours per week

Pay Rate: £ 21.92 per hour 

Job Ref: OR9274

Responsibilities

Deliver a high-quality service to service charge payers and other stakeholders, working collaboratively across teams to support the transformation of Service Charge delivery.

Calculate, construct, and issue all estimated and actualised service charges accurately, ensuring compliance with legal deadlines and contractual agreements, focusing on complex cases.

Provide a customer-centric service, resolving complex customer queries directly with residents and collaborating with internal colleagues to address complaints and disputes.

Support the development and implementation of systems and processes required for Service Charge delivery transformation.

Assist in the integration and management of legacy systems and stock, contributing to the creation of standardised best practices and processes.

Review and maintain procedures to ensure full recovery of service chargeable expenditure.

Maintain strong business partnering relationships with key budget holders and service managers to develop scheme knowledge and enable accurate allocation and consistent setting of service charges.

Participate in key stage meetings with development teams on new schemes, offering advice, identifying concerns, and calculating service charges accurately for new development schemes.

Engage with service charge payers and managing agents in meetings.

Prepare service charge information and supporting evidence for First Tier Tribunal and attend if required.

Identify and act on areas for improvement in service charge calculations and information supply to residents.

Identify communication gaps and explore new ways to keep residents informed about service charge changes and decisions.

Ensure data accuracy in systems and databases.

Share knowledge and collaborate with the team to enhance resilience in service charge setting activities.

Person Specification

Experience in service charge analysis with a strong understanding of residential and commercial service charge management, including legislative requirements and sector best practices.

Strong organisational skills, capable of managing multiple tasks to meet deadlines.

Experience working with councillors, the wider community, and external partners.

Excellent written and oral communication skills.

Strong financial and numerical skills.

Exceptional customer service skills.

A strong belief in customer satisfaction and business benefit-driven solutions.

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