Service Charge Complaints Specialist

Service Charge Complaints Specialist

Job Type: Full-time Temporary On-Going 6 months +

Location: Borehamwood/Hybrid

Salary: £16.58 p/h PAYE or £20.96 Umbrella

Role Overview

We are recruiting for a Service Charge Complaints Specialist to join a busy housing team and take ownership of complex service charge complaints, disputes, and escalated resident cases. This is an excellent opportunity for a Service Charge Specialist with strong technical knowledge, a customer-focused approach, and the confidence to investigate issues thoroughly and deliver fair outcomes.

The Service Charge Specialist will play a key role in improving the resident experience, reducing repeat disputes, and supporting service improvements across housing, finance, and legal teams.

Day-to-day of the role

• Investigate and resolve complex service charge complaints, queries, and escalations in a fair and timely manner.
• Act as a key contact for residents, handling service charge enquiries by telephone, email, post, and in writing.
• Review service charge budgets, actuals, and reconciliations to identify errors, discrepancies, and disputed charges.
• Interpret leases, tenancy agreements, and relevant legislation to assess chargeability and compliance.
• Maintain accurate records on CRM and case management systems, including follow-up actions and complaint plans.
• Work closely with Finance, Housing Management, Asset Management, and Legal teams to gather information and resolve cases.
• Prepare clear responses and supporting documentation for escalated cases, including Ombudsman-related enquiries.
• Provide guidance to colleagues on service charge queries and help reduce avoidable disputes.
• Carry out root cause analysis to identify trends and recommend service improvements.
• Support the wider team with service charge enquiries during quieter complaint periods.

Required Skills & Qualifications

• Proven experience handling service charge complaints within a housing association or similar social housing environment.
• Strong working knowledge of service charges, including leasehold and shared ownership arrangements.
• Good understanding of relevant legislation and guidance, including the Landlord and Tenant Act 1985 and Housing Ombudsman requirements.
• Excellent written and verbal communication skills, with the ability to explain complex information clearly and professionally.
• Strong investigative and analytical skills, with high attention to detail.
• Ability to manage competing priorities and meet deadlines in a fast-paced environment.
• Confident using housing management systems, finance systems, CRM platforms, and Microsoft Office.
• Experience dealing directly with Ombudsman cases would be advantageous.
• Knowledge of social housing regulation and consumer standards would be beneficial.
• A relevant housing or complaints qualification, such as CIH, would be desirable.

Benefits

• Hybrid working
• Ongoing training and professional development
• Opportunity to work in a specialist role with real resident impact
• Collaborative working across housing, finance, and legal teams
• Chance to influence service improvements and reduce repeat issues
• Supportive team environment