Service Charge Complaints Specialist

Service Charge Complaints Specialist needed in London

This is a temporary role and the rate is £16.58ph PAYE

The reference number is: 000B 81AC / 1

The successful candidate will be responsible for investigating and resolving complex service charge complaints, ensuring all cases are managed fairly, transparently and in accordance with relevant legislation, regulatory requirements and best practice. They will act as a key point of contact for residents, handling escalated complaints and enquiries, providing clear explanations of service charges, and maintaining high levels of customer satisfaction throughout the resolution process.

Working closely with Finance, Housing Management, Asset Management and Legal teams, they will review service charge budgets, reconciliations and financial data, identify areas of dispute, and ensure accurate complaint responses are delivered within agreed timescales. The role will also involve compiling documentation for Housing Ombudsman enquiries, maintaining accurate records within CRM systems, analysing trends, undertaking root cause investigations and supporting continuous improvement initiatives to reduce future complaints and disputes.

The ideal candidate will possess proven experience managing service charge complaints within a housing association or social housing environment, alongside a strong understanding of service charges, leasehold and shared ownership arrangements. They will have knowledge of relevant legislation, including the Landlord and Tenant Act and Housing Ombudsman requirements, excellent investigative and analytical skills, and the ability to communicate complex information clearly to a wide range of audiences. Strong organisational skills, attention to detail, experience using housing management and finance systems, and the ability to manage competing priorities in a high-volume environment are essential.