Jobs in London - Service Charge Team Manager • South East London

Company: CRA GROUP RECRUITMENT AND PAYROLL LTD

South East London

3 months contract with a Local Authority Job Summary:• The Service Charge Team Manager will lead and motivate a team responsible for the accurate preparation, calculation, and issuing of both estimated and actual service charges across Southern Housing.• Reporting to the Head of Service Charge Transformation, the postholder will ensure legal compliance, support service improvement projects, drive customer-focused service delivery, and contribute to the wider transformation of service charge processes.Key Duties/Accountabilities (Sample):• Lead, manage, supervise, and motivate the Service Charge Team to deliver accurate service charge calculations and documentation.• Ensure compliance with statutory deadlines, contractual obligations, policy, and regulatory requirements.• Oversee customer enquiries, complaints, disputes, and service charge challenges, ensuring a customer-centred approach.• Maintain effective internal controls to ensure strong performance against KPIs and full cost recoverability.• Partner with internal stakeholders to prepare annual service charge budgets and monitor expenditure.• Support systems development and process improvements to enhance the efficiency and accuracy of service charge delivery.• Develop and maintain policies, procedures, and controls aligned with legislation and best practice.• Deliver training, coaching, and support to strengthen capability and resilience within the team.• Build and manage relationships with residents, managing agents, freeholders, head lessees, and other partners.• Identify opportunities for improvement in service charge calculation and information provision.• Lead service improvement and transformation projects as required.• Manage team HR matters in line with organisational policies (recruitment, performance, attendance, capability, etc.).• Ensure the accuracy and integrity of service charge data across systems and databases.Skills/Experience:• Proven people-leadership experience with the ability to motivate, develop, and manage a team.• Strong organisational capability, able to balance multiple deadlines and monitor workflow effectively.• In-depth knowledge of residential and commercial service charge management, legislation, and industry best practice.• Excellent communication skills (written and verbal) and confidence working with a range of stakeholders.• Experience working with councillors, community stakeholders, and external managing agents.• Strong financial and numerical skills, including interpretation of KPIs and management information.• High level of customer service focus and ability to resolve complex queries and disputes.• Ability to manage change, navigate complex environments, and prioritise competing demands.• Resilience, diplomacy, patience and strong listening skills.• Commitment to Southern Housing’s HEART values: Honest, Efficient, Accountable, Respectful, Trusted.Additional Information:• The closing date: 04/12/2025.• This temporary role (13 weeks) is based at either Croydon, Farringdon, East Croydon or Sittingbourne, with hybrid working (3 remote days, office attendance Tuesdays and Wednesdays).• Employment type: Temporary (13 weeks), 35 hours per week.