Job Title: Service Charge Policy & Systems Manager
Contract Type: Permanent
Salary: £47,099 (£52,056 is achieved after 12 months successful performance in the role)
Working Hours: Full time 35 hours per week
Working Pattern: Monday – Friday
Location: Speke, Liverpool or Atelier House, London (Hybrid)

For your application to be considered please attach a current CV and cover letter describing your rent and/or service charge knowledge.

Applications may close before the deadline, so please apply early to avoid disappointment.

Why Riverside?

At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:

• Competitive pay & generous pension
• 28 days holidays plus bank holidays (Full Time Equivalent)
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits
  

The difference you will make as a Service Charge, Policy & Systems Manager

The role holder will develop the Group strategy and associated policies for service charges, translating legislation and government guidelines into specific rules to ensure the accurate formulation of service charges for all customers, the maintenance of associated models, calculators, and systems.

Alongside this, the role holder will provide expertise to the wider Finance and Operational colleagues across TRGL with complex, high profile service charge matters, including the business rules and formulae associated with service charges, and also manage the small Service Charge Policy team ensuring all customer, financial and administrative activity is carried out to ensure timely delivery.

About you

We are looking for someone with:

• Rent and/or service charge knowledge
• Experience of successfully leading, managing and motivating a team
• Up to date knowledge of legislation, regulations and standards relating to service charge policy within the housing sector
• Detailed understanding of how wider government and regulatory policy impacts on service charge setting in housing associations
• Demonstrable experience of successfully developing and implementing Service Charge policies and processes within a large organisation.
  

Role Profile

Accountabilities or “What You Have to Do”

• Support the Head of Rent & Service Charge Policy in the development of the Service Charge strategy and associated policies to effectively manage the service charge setting and administration across the Group, ensuring compliance with statutory obligations, regulatory and legal frameworks and Group strategy.
• Own the data quality of all service charge collateral including letters produced for customers, ensuring accuracy, consistency and compliance with legislation, government guidelines and Group standards, including customer voice engagement.
• Ensure effective management of the workflow to monitor compliance checks for service charge expenditure.
• Manage escalated policy queries and issues, providing expertise and support to both Finance and operational colleagues on complex, high profile and high risk service charge matters, including Section 20, providing a comprehensive and accurate response for colleagues to share with customers as appropriate.
• Provide service charge policy expertise, advice and input into cases resulting in a First Tier Tribunal, liaising with key stakeholders including legal representatives and operational colleagues to ensure cases are prepared thoroughly, participants are briefed and lessons learned from the outcomes of cases to mitigate future risks.
• Oversee the budget process to ensure affordability and charges are budgeted according to legislative requirements.
• Undertake cyclical and ad-hoc analysis and reporting of service charge analytics, presenting findings and recommendations to the Head of Rent & Service Charge Policy and other key stakeholders.
• Ensure any stock transfers or acquisitions are set-up in accordance with the Occupancy Agreements
• Ensure a data quality check framework exists and that these are routinely followed.
• Ensure data quality and maintenance of the Service Charge systems (Open and TM1).
• Lead, motivate and engage with the Service Charge policy team to ensure the delivery of a high quality service to support Group strategy and objectives.
• Ensure all GDPR requirements are met in accordance with the Group’s policy, procedures and statutory requirements.
• To proactively identify, initiate and deliver on system and process improvements and opportunities to add value to the business and work to implement change as necessary.
• Develop and maintain good and effective working relationships with both internal and external stakeholders.
• To be an advocate and exemplar of ‘Our Riverside Way’ and a role model for the aspired corporate culture.
• To demonstrate a pragmatic and ‘can-do’ attitude to find solutions.
• To actively coach and manage performance of individuals, teams and departments to achieve the stated objectives of TRGL and positively impact upon the customer of TRGL.
• Ensure both as an individual and as a team that industry knowledge and expertise are maintained, including relevant legislative developments.
  

Knowledge, Skills and Experience

Essential

• Experience of successfully leading, managing and motivating a team.
• Up to date knowledge of legislation, regulations and standards relating to service charge policy within the housing sector.
• Detailed understanding of how wider government and regulatory policy impacts on service charge setting in housing associations.
• Demonstrable experience of successfully developing and implementing Service Charge policies and processes within a large organisation.
• Strong communication and influencing skills with a strong customer focus.
• Results driven with the ability to manage conflicting stakeholder priorities.
• Evidence of a focus on continuous improvement and identifying opportunities for business improvements.
• Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities.
• Strong knowledge of accounting procedures.

Desirable

• A recognised accountancy qualification.
• Previous experience within the sector.
• Evidence of continued professional development.
• Knowledge of IT systems relating to service charges.
• Financial Modelling experience.