• 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.

• 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.

• 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.

• 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.