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Service Charge Officer

Working Arrangement: Hybrid working arrangement with minimal office attendance after training.
Training Location: Borehamwood or Camden

About the Role:
Our client, a leading Housing Association, is seeking an experienced Service Charge Officer to join their team. This role is essential in ensuring accurate service charge administration while delivering excellent customer service to residents. The position will begin with two weeks of office-based training, after which the successful candidate will only be required to work from the office once a month (either Borehamwood or Camden).

Key Responsibilities:

• Manage queries related to service charge estimates and actuals, including:
• Providing detailed explanations for specific services.
• Resolving disputes regarding the cost of services provided.
• Correcting resident charges where errors are identified.
• Providing documentation related to service charges (e.g., Section 21 & 22 requests, invoices, Section 20 consultation documents).
• Respond to internal queries from other teams via the team inbox.
• Verify resident charges for teams working on Housing Benefit and customer payments.
• Draft and distribute service charge information to residents as directed by other teams.
• Interact directly with residents and internal teams via phone, email, and the team inbox.
• Ensure professional and clear communication when discussing financial information or resolving disputes.
• Conduct thorough reviews of resident charges, identifying and addressing potential errors (e.g., unusual increases or inconsistencies in invoices).
• Maintain detailed and accurate records within the organisation's internal system.

Skills and Experience:

• Strong numeracy skills with keen attention to detail.
• Proven experience in customer service, including handling complex queries and resolving disputes.
• Experience with service charge processes or similar financial administration roles.
• Familiarity with Microsoft Dynamics (training will be provided).
• Previous experience working within housing associations or property management.