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Rent and Service Charge Officer

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Saffron Housing Trust

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Location:
United Kingdom , Long Stratton, Norwich, Norfolk

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Category:
Real Estate

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Contract Type:
Employment contract

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Salary:

38000.00 GBP / Year
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Job Description:

We have an exciting opportunity for a Rent and Service Charge Officer to lead on managing agents and carry out the administration, and communication of service charges and rent application for 7000+ homes, homeowners, freeholders on estate and garages Saffron Housing Trust.

Job Responsibility:

  • Liaise with departments (e.g., Housing and Asset) to gather data and ensure that the budgeting process reflects the true costs of services provided to residents
  • Issue the annual rent and charges with regulatory requirements, and best practice. Ensuring all tenants that have a service charge or personal charge receive clear and concise breakdowns of the charges, with transparent explanations for any changes in costs
  • Ensure that service charge, estate-based charges and utility billing arrangements comply with the relevant laws, regulations, and guidelines, including the Leasehold Reform Act and other housing legislation
  • Ensure that all statutory obligations are met, including the provision of annual service charge certificates and accurate reporting in line with regulatory requirements
  • Provide clear and transparent communication to residents regarding service charge billing, including responding to queries and explaining charges in an understandable manner

Requirements:

  • Degree level or equivalent relevant professional qualification or qualified by experience
  • Evidence of continued professional development
  • Have or are working towards a Chartered Institute of Housing (CIH) Level 2 or above, or similar
  • Demonstrable work experience in service charge and rents or a similar role within housing associations, property management, or public sector housing
  • Experience of complex variable service charges, estate charges, sinking funds, and diverse rent regimes (Social, Affordable, Intermediate)
  • Understanding of leasehold management, Section 20 consultation processes and managing external third-party managing agents
  • Understanding of welfare benefits
  • Experience in operational management in a customer facing team
  • A track record of customer excellence and performance against KPI’s
  • Experience of change management and supporting changes in software and systems
  • Experience of working within a customer-focused environment and handling challenging customer interactions
  • Knowledge of housing management software and systems used to manage service charge billing and reporting
  • Experience of modifying and maintaining policy and procedures
  • Experience of identifying, interpreting, and implementing changes in response to new legislation or regulations
  • Experience of interpreting law and housing legislation as it related to rents, service charge, leasehold management and managing agents to ensure compliance and effective service delivery
  • Experience of stakeholder management of both internal and external stakeholders
  • Knowledge of government policy, legislation, regulations, in relation to service charges, rents and best practice
  • Strong knowledge of leases, tenancies, legislation, and case law in relation to service charges, sinking funds and rents
  • Knowledge of developing IT systems for managing service charges & rents
  • Knowledge of the Landlord and Tenant Act 1985 & Housing Acts
  • Strong ability to translate complex financial concepts into "plain English" for diverse stakeholders, colleagues, and residents
  • Strong customer service skills, with a focus on resolving queries and complaints in a timely and professional manner
  • Strong skills in financial modelling, budgeting, and forecasting
  • Proficiency in using data and insights to drive personalisation transparency, and service improvements
  • A collaborative approach and excels in building and maintaining strong stakeholder relationships internally and externally
  • Strong analytical and problem-solving skills, with the ability to interpret financial data and identify trends or issues
  • Strong organisational and time-management skills, with the ability to manage competing priorities effectively
  • Elevated level of attention to detail and accuracy in financial and service charge calculations
  • Strong interpersonal and negotiation skills, with the ability to build relationships with internal teams, contractors, and residents
  • Proficient in Microsoft Office, particularly Excel, and housing management software systems
  • A proactive approach to continuous improvement and process development
  • This role may require occasional travel to different properties and meetings across the Housing Association’s portfolio
  • A flexible approach to work may be required during peak times (e.g., annual rent and charge notifications, year-end service charge reconciliation)
  • Subject to a Basic Disclosure and Barring Service check
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

Additional Information:

Job Posted:
March 19, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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