Job Introduction
What you’ll do
Notting Hill Genesis, one of London's largest housing associations, is seeking an Assistant Director of Service Charges, Income and Support to join NHG on a 12-month fixed-term contract, offering the opportunity to shape and influence some of NHG’s most high‑impact operational areas.
As the Assistant Director of Service Charges, Income and Support, you’ll provide strategic leadership across service charge management, income collection, safeguarding and tenancy sustainment. You’ll oversee high‑value service charge operations, lead a newly created Income Collection Taskforce, and strengthen how we support residents to live safely and independently. This is a pivotal role in ensuring financial resilience, compliance and customer trust across NHG’s Operations directorate.
How you’ll do it
- Lead a compliant, customer‑focused service charge offer, ensuring accurate and timely budgets, effective engagement, and reductions in Section 20B notices.
- Act as the senior subject matter expert for the organisation’s service charge transformation work, embedding process, system and cultural improvements.
- Oversee £126m of service charge budgets, ensuring strong financial controls, forecasting and reporting.
- Provide corporate leadership for safeguarding and tenancy sustainment, championing resident safety and wellbeing.
- Lead and develop Heads of Service and managers to deliver high‑performance, customer‑centric outcomes.
- Temporarily lead the Income Collection Taskforce, improving arrears performance, maximising income, and overseeing system transition from Workwise to RentSense.
- Build strong relationships with internal teams and external partners to support effective case resolution and operational consistency.
- Ensure organisational compliance with legislation, regulation and policy, providing senior‑level advice to the MD of Operations and contributing to executive‑level reporting.
- Lead service charge business partnering, ensuring transparent communication, realistic budgets and high‑quality engagement with residents and scheme leads.
- Horizon‑scan for risks and opportunities within service charges, income and safeguarding, driving policy and practice improvements.
The ideal candidate
We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation.
Pending confirmation of legislative changes, this role may require a qualification to demonstrate competence. If not already qualified, there may be an expectation to study towards a professional qualification.
Essential:
- Strong housing sector experience.
- Experience operating at Head of Service level or above.
- Expertise in service charges or income management (must have led at least one of these disciplines).
- Experience influencing at senior levels, including boards, partners and external stakeholders.
- Strong working knowledge of relevant legislation, regulation and best practice.
Desirable:
- Educated to degree level
- CIH, TPI or equivalent Level 4 housing management qualification.
What’s in it for you?
Once you join us, you’ll find plenty of opportunities to grow within our organisation. You’ll also have access to a wide range of learning opportunities to help you achieve and maximise your potential.
Benefits include:
- Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
- Generous pension scheme
- Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
- Employee assistance - free confidential advice and counselling services provided by independent specialist organisations.
- Health cash plan
- Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more.
- Interest free loans - season ticket loan, tenancy deposit loan, and training loan
- Cycle to work scheme.
- Life Assurance x 4 annual salary
All about us
Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 60,000 existing homes and 10,000 more in our pipeline and we employ around 1,500 staff.
For more information on what we do and what makes us different please visit:https://group.nhg.org.uk/careers/
We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments.
To find out more about our approach to equality, diversity and inclusion please visit: https://group.nhg.org.uk/careers/diversity-is-our-strength/
Selection Process
Step 1: If you are interested, please send your application now!
Step 2: Successful candidates will be invited to interview and assessment
Please apply for this role online. If you are not able to apply online or if you have any reasonable adjustment requirements arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team via jobs@nhg.org.uk.
If you are successful and are offered this role with us, this offer will be subject to a number of pre-employment checks, including checks of your public online presence and public social media profiles. If you have any questions about what this will involve, please speak to a member of the HR Team.
NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity.
