Head of Service Charges, Rent and Income Job at Saffron Housing Trust (Long Stratton, Norwich, Norfolk)

Job Description

We have an exciting opportunity for a Head of Service Charges, Rent & Income to provide strategic leadership and operational oversight for Saffron Housing Trust's service charges, rent application and income collection activities. Ensuring that delivery is compliant, customer-focused, and aligned with best practice whilst maximising income across the 7000+ homes, homeowners, freeholders on estate and garages.

Job Responsibility

Responsible for the Rent and Charges notification process, estimate consultation process, Actual Account Process, Sinking Fund Process, Major Work Final Account Process and Collections processes
Provide visible, values-based leadership contributing to cross departmental collaboration
Support colleagues to enhance and apply their technical knowledge to deliver an effective service to tenants, residents, and stakeholders
Oversee the setting, issuing, applying, reconciliation and collection of service charges, personal charges, estate-based charges, and utility charges ensuring compliance with legislation and transparency for residents
Lead initiatives to enhance tenant and residents' engagement, ensuring we listen to and act on customer feedback
Maintain up to date knowledge of government, regulatory requirements, and best practice across the sector ensuring that all policies and processes are kept up to date to maintain regulatory compliance

Requirements

Degree level or equivalent relevant professional qualification or qualified by experience (E)
Evidence of continued professional development (E)
Have or are working towards a Chartered Institute of Housing (CIH) Level 3 or above, or similar (D)
Membership with the Chartered Institute of Housing (CIH) or The Property Institute (formerly IRPM) (D)
Demonstrable and extensive experience working in a senior housing management role a Social Housing or Local Authority setting
In depth experience in managing complex variable service charges, estate charges, sinking funds, and diverse rent regimes (Social, Affordable, Intermediate)
Deep understanding of leasehold management, Section 20 consultation processes and managing external third-party managing agents
Experience of income collection and welfare benefits
Experience in creating and developing policy and procedures
Substantive experience of working with and presenting complex financial and compliance reports to governance groups including Tenant Service Committees and Boards
Experience of identifying, interpreting, and implementing changes in response to new legislation or regulations
Experience at forming and delivering strategic roadmap plans including training, quality assurance, and annual plans
Experience in leading customer facing teams and a history of customer excellence & performance against KPI's
Extensive knowledge of law and housing legislation related to rents, service charge, leasehold management, managing agents and income collection to ensure compliance and effective service delivery
Extensive stakeholder management of both internal and external stakeholders
Extensive knowledge of government policy, legislation, regulations, in relation to service charges, rents and collections
Extensive knowledge of leases, tenancies, legislation, and case law in relation to income collection, service charges and rents
Knowledge of developing IT systems for managing service charges, rents and income collection
Comprehensive knowledge of the Landlord and Tenant Act 1985 & Housing Acts
Knowledge of the Regulator of Social Housing's Consumer Standards (2024) and new inspection framework
Knowledge of sector risk themes and the impact of these on service charges, rent and income collection
Coaching and leadership skills to enable a team to develop to achieve its full potential
Exceptional ability to translate complex financial concepts into 'plain English' for diverse stakeholders, colleagues, and residents
Exceptional customer service skills with a commitment to resolving complex enquiries efficiently and effectively
Excellent skills in financial modelling, budgeting, and forecasting
Proficiency in using data and insights to drive personalisation transparency, and service improvements
People centred committed to a coaching culture that empowers staff, colleagues, and residents
Strategic and outcome-focused with a strong grasp of governance and accountability, who balances financial rigor, with social purpose and pragmatism
Adopts a collaborative approach and excels in building and maintaining strong stakeholder relationships internally and externally

What we offer

Learning and Development: Covers the membership fee of one professional body relevant to your job role, and excellent opportunities for training & courses
Time Off: Generous holiday entitlement, Holiday Trading, Volunteer and study days, and Enhanced Family Leave
Prioritising Mental Health: Access to our Employee Assistance Program, trained Mental Health First Aiders and wellbeing check-ins
Aviva Pension Scheme: Choose your contribution and Saffron match up to 10%, and we offer Life Assurance cover
Health Schemes: Bupa Private Medical Insurance, Medicash Cashback Plan [eligible after probation completion]
Salary Sacrifice Schemes: Cycle to work, and Tusker Car Scheme

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Head of Service Charges, Rent and Income

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