Service Charge Complaints and Disputes Manager

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

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