Join a leading housing organisation as an experienced Service Charge & Rent Officer to support during a busy peak period.
Location: London (Hybrid)
Contract: FTC
Salary: £32,000 – £38,000
This is a key role focused on delivering a responsive, customer-focused service, managing a high volume of enquiries relating to service charges, rent, and ground rent—particularly following annual variation notices.
Core focus of the Service Charge & Rent Officer
You will act as a key point of contact for residents, ensuring queries are handled efficiently, accurately, and professionally. This role plays a vital part in improving customer understanding, reducing escalations, and supporting income protection through effective query resolution.
Day-to-day of the role
- Respond to customer enquiries relating to:
- Service charges
- Rent and rent variations
- Ground rent
- Sales packs
- Provide clear and accurate explanations of charges in line with tenancy agreements and lease terms
- Support the issuing and clarification of annual rent and service charge variation notices
- Investigate and resolve queries, liaising with internal teams where required
- Maintain accurate records of all enquiries and responses
- Identify recurring issues and trends, escalating where appropriateContribute to improving customer communication and information provision
Key Outcomes
- Timely and effective resolution of customer enquiries
- Reduction in complaints and escalations related to service charge queries
- Improved customer understanding and satisfaction
- Protection of income through reduced delays linked to unresolved queries
Skills you need
We are looking for a calm, customer-focused professional who can manage high volumes of enquiries without compromising on quality.
Essential
- Experience in a customer-facing role within housing, finance, or service charges
- Strong communication skills, both written and verbal
- Ability to manage a high workload in a fast-paced environment
- High level of accuracy and attention to detail
Desirable
- Experience within a housing association or local authority
- Understanding of service charges, rent structures, or leasehold processes
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