Job Introduction
What you’ll do
Are you looking for a fulfilling and rewarding career opportunity working for one of London’s biggest housing associations, Notting Hill Genesis? Can you provide a first-class service to enhance and improve the customer satisfaction of our residents?
Notting Hill Genesis are offering a fantastic opportunity to join us as a Service Charge Officer in our Service Charge Operations Team working alongside our P&E, C&S & EMA teams, supporting two service charge business partners.
As a Service Charge Officer, you will support our customers and operational colleagues to provide a high-quality service to our residents that helps us to meet our six priorities as outlined in our customer strategy.
This role is based in the office/on-site for a minimum of 3 days per week.
How you’ll do it
- Support the delivery of a comprehensive service charge management framework. Assist in identifying high risk schemes and support the implementation of action plans to ensure business risks are mitigated and customer centric outcomes delivered.
- Work with the Business Partners to proactively engage with your operational colleagues to ensure service charge priorities are delivered. Be responsive and can do in the face of queries.
- Support the effective delivery of all aspects of the service charge cycle, including meaningful consultation with residents on service charge budgets, robust in-year variance reporting and quality end of year reconciliations/accounts.
- Support the effective resolution of disputes, mediation, or First Tier Tribunal (FTT) processes, providing first class expertise to service charge and operational colleagues.
- Support the compliant delivery of Qualifying Long Term Agreements (QLTAs)
- Assist with spot checks on key schemes to provide Quality Assurance and implement action plans where necessary.
- Support effective systems and data management in relation to service charges, including the processing and dissemination of all documentation related to the service charge cycle.
- Where necessary, manage supplier invoices and purchase orders to ensure costs are coded correctly. Work with the Business Partners to ensure costs not coded correctly to schemes reach their rightful home.
- Work with operational colleagues to develop value for money services, where cost pressures are mitigated for residents and all appropriate costs recouped for the business.
- Work with your service charge colleagues to collectively become a centre of excellence for service charge practice, learning from other providers to continually amend and develop practices for the benefit of the business and residents.
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.
Under two Service Charge Business Partners, you will work alongside other Service Charge Officer peers to work consistently and share best practice. You will be proficient with excel and numbers and be confident with service charge compliance legislation.
You will be as comfortable working with numbers and spreadsheets, as getting out and about with local officers to see how service charges come to life when mapped onto the properties in your region.
A strong communicator, both written and verbal, you will play a key role in motivating and supporting operational staff in breaking down service charge accounts for residents. You will have the talent to explain how service charges work in a clear, accessible, and inclusive manner.
You can break down jargon and complicated processes and communicate these clearly to operational colleagues and residents alike. You seek solutions and proactively identify risks to flag these to stakeholders. Above all else, you take pride in your work and seek to establish a culture of service improvement. As a resident advocate, you see how your work affects residents and the part you play.
- Understanding and experience of working compliantly with varying service charge regimes (fixed and variable).
- Experience of reading and understanding tenancy agreements, leases, deeds of transfer etc.
- Experience of building and managing effective relationships with a range of stakeholders, ideally in a matrix way across teams.
- Experience of effective analysis of complex data to make business decisions.
- Excellent interpersonal skills.
- Strong IT skills, including advanced Excel.
- Awareness of the RICS service charge residential code and ICAEW tech 03/11 and how to apply them.
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! Closing date is midnight 20th July 2025
Step 2: Successful candidates will be invited to interview and to present a presentation
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 recruitmentteam@nhg.org.uk.
Should a redeployee apply for this role, their application will be considered before any others.
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
