Join a leading housing organisation as an experienced Service Charge & Rent Officer to support during a busy peak period.

Location: London (Hybrid)
Contract: FTC
Salary: £32,000 – £38,000

This is a key role focused on delivering a responsive, customer-focused service, managing a high volume of enquiries relating to service charges, rent, and ground rent—particularly following annual variation notices.

Core focus of the Service Charge & Rent Officer

You will act as a key point of contact for residents, ensuring queries are handled efficiently, accurately, and professionally. This role plays a vital part in improving customer understanding, reducing escalations, and supporting income protection through effective query resolution.

Day-to-day of the role

• Respond to customer enquiries relating to:
  • Service charges
  • Rent and rent variations
  • Ground rent
  • Sales packs
• Provide clear and accurate explanations of charges in line with tenancy agreements and lease terms
• Support the issuing and clarification of annual rent and service charge variation notices
• Investigate and resolve queries, liaising with internal teams where required
• Maintain accurate records of all enquiries and responses
• Identify recurring issues and trends, escalating where appropriate
• Contribute to improving customer communication and information provision

Key Outcomes

• Timely and effective resolution of customer enquiries
• Reduction in complaints and escalations related to service charge queries
• Improved customer understanding and satisfaction
• Protection of income through reduced delays linked to unresolved queries

Skills you need

We are looking for a calm, customer-focused professional who can manage high volumes of enquiries without compromising on quality.

Essential

• Experience in a customer-facing role within housing, finance, or service charges
• Strong communication skills, both written and verbal
• Ability to manage a high workload in a fast-paced environment
• High level of accuracy and attention to detail

Desirable

• Experience within a housing association or local authority
• Understanding of service charges, rent structures, or leasehold processes

Apply today

To apply for the Service Charge & Rent Officer, use the application form below to submit your application. Your submission will be sent to Ed Tree.

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