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This Vacancy has closed.

Service Charge and Rents Manager

  • Employer: One Housing
  • Reference: OH/21/141266
  • Published: Tue 19/01/2021, 10:55 AM
  • Closing on: Tue 02/02/2021, 23:59 PM
  • Working Pattern: Full Time
  • Hours: To be confirmed
  • Salary: £50,000 per annum
  • DBS Check: No
  • Location: Suttons Wharf South, Tower Hamlets

Job Purpose and Background

One Housing helps people to live better by providing high quality homes and care across London and the South East. We manage approximately 16,000 homes.  We work hard to make a positive difference to our residents’ lives by promoting aspiration, independence and well-being through a range of training and support services.

This role is responsible for the overall management of the functions and employees of the Service Charge and Rents Team.

Principle Outputs & Responsibilities

  • Responsible for the accurate calculation, construction and issue of all service charges, including both annual revenue charges and major works charges for properties in the One Housing portfolio management, working with other departments to achieve this.
  • To accurately estimated and actualise all service charges.
  • Responsible for the accurate calculation and issue of all rents in the One Housing portfolio working as required with other departments to achieve this.
  • Responsible for service charge and rent setting.
  • Day to day responsibility for managing the Service Charge and Rents Team and its resources (including systems such as BlueBox), allocating work, managing projects and determining priorities.
  • Responsible for the development and effectiveness of the team through regular support, supervision, appraisals, 121s and team meetings. Where required to take action in relation to disciplinary matters, sickness or capability.
  • Ensure the Service Charge and Rents Teams provides an excellent customer focused professional management service to residents and clients ensuring all legal landlord/freeholder obligations are met, ensuring all relevant fees, charges, notices and rents are issued in a timely manner and addressing any queries in relation to these as required.
  • To advise and implement lease terms, statutory measures and One Housing policies relevant to the management of shared ownership and leasehold properties.
  • To lead in the efficient and effective collection of service charges for all properties by ensuring the accuracy of charges and assisting in the resolution of disputes and queries, including First Tier Tribunal (Property Chamber) work and attendance.
  • To maximise income to the service and organisation by maximising levels of cost capture when calculating service charges.
  • To provide specialist advice and guidance to colleagues and residents on matters relating to rents, service charges and third party landlords.
  • To be responsible for undertaking all statutory consultation in relation to service charges.
  • To ensure the whole of the Service Charge and Rents Team has a good working relationship with relevant One Housing colleagues and stakeholders.
  • To proactively ensure that the databases and mapping used for the calculation of rents and service charges is up to date, accurate and contains all the relevant information.
  • Pro-actively contribute to Customer Operations Directorate management team, deputising for the Head of Income.
  • Meet all targets set and any relevant corporate objectives, including production of KPI’s and stats.
  • Regularly consider new strategies, legislation, policies, trends, practices and initiate and implement any changes where appropriate to maximise income collection and deliver a industry leading service.
  • To manage team’s direct customer contact, via phone, email & post.
  • To answer calls directly from customers.

Essential Knowledge, Skills and Experience

  • Experience in dealing with service charge and rent setting.
  • Experience in dealing with variable service charges.
  • Experience and knowledge in legislation and regulations.
  • Knowledge of property management and experience of calculating and issuing property charges, including services and rents.
  • Extensive knowledge of leases, tenancies, legislation and case law in relation to service charges and rents.
  • Very good IT skills generally and specifically in relation to Excel.
  • The ability to build effective links with relevant stakeholders, both internally and externally.
  • Driven and target orientated.
  • Commitment to delivering exemplary and industry leading customer service.
  • Degree level education.

Desirable  Knowledge, Skills and Experience

  • Experience in dealing with service charge and rent setting.
  • Experience in dealing with variable service charges.
  • Experience and knowledge in legislation and regulations.
  • People management experience.
  • Professional qualification in property management, facilities management, service charges and rents and/or leadership.

Professional Qualifications and Membership

  • Working towards membership of the Royal Institution of Chartered Surveyors (RICS).
  • Decision Making Accountability
  • The post holder will need to have very good working relationships within the Customer Operations Directorate Finance, One Direct and Housing Operations.
  • The post holder will be responsible to make decisions (in consultation with senior managers where necessary) about service charge recovery, budget setting and service improvements.

Other Duties

  • Ensure that responsibilities for Health & Safety are properly understood and discharged as defined in One Housing’s Health & Safety Policy and that Health & Safety concerns are promptly and clearly communicated to the appropriate people.
  • Comply fully with One Housing’s policies and procedures including the standing orders and financial regulations.
  • Comply with the Equal Opportunities and Diversity Policy. 
  • Comply with the Data Protection Act (all employees will not disclose or make use of for their private advantage any information held on record which is not available to the public).
  • Carry out any other reasonable duties as required.

Progression Pathway

This role currently reports into the Head of Income.

In order for someone to progress from this role to a more senior management level, (Head of Service) they would need the desirable skills, knowledge and experience described above. They will also require extensive understanding and exposure to the wider property management functions of One Housing.

  • Employer: One Housing
  • Reference: OH/21/141266
  • Published: Tue 19/01/2021, 10:55 AM
  • Closing on: Tue 02/02/2021, 23:59 PM
  • Working Pattern: Full Time
  • Hours: To be confirmed
  • Salary: £50,000 per annum
  • DBS Check: No
  • Location: Suttons Wharf South, Tower Hamlets

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