Service Charge Accounts Officer – Housing

Service Charge Accounts Officer – Housing 150 150 tcl-admin
Service Charge Accounts Officer – Housing
Contract / Temporary

Southwark 5220142

Posted: 22nd November 2022 08:46
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  • Pay Rate:

    £14.50 per hour PAYE

  • Hours per Week:

    36 Monday – Friday, normal working hours

  • This opening assignment is for 3 months

  • SOUTHWARK, London,

    SE1 2QH

What's involved with this role:

Full Job Title: Temporary Service Charge Accounts Officer – Housing

Job Reference: Southwark 5220142

Pay Rate: £14.50 per hour PAYE

Similarly to an Income Officer, the successful candidate will be responsible for collecting income but for service charge accounts not weekly rent or benefits. Ideally you will have service charge experience.

To deliver excellent professional and specialist services to residents in line with the Council’s vision, values, resources, strategic and service priorities.


  • To manage homeownership accounts and maximise collections by way of an individual portfolio in accordance with prevailing legislation relevant to service charges and homeownership management, particularly in the public sector. To have an in-depth knowledge and understanding of the Landlord and Tenants Acts 1985 and 1987, the Housing Acts 1985, 2004 and 2008 and the Housing and Planning Act 1986. Remain up to date with professional standards and current best practice.
  • To be the first point of contact for the Council in respect to homeownership queries. To manage, investigate and respond to queries for homeowners and other departments when required. To proactively monitor, manage and maximise the overall collection of service charges for Homeownership Services. Be the post holder is directly responsible for the service charge income stream of their portfolio into exchequer services and the HRA and will have a direct influence on the monthly income and arrears totals which are reported to senior management at the corporate income and debt meetings.
  • To be responsible for managing accounts through the arrears process using both automatic and manual processes in line with the debt pre-action protocol. To negotiate payment plans and have a thorough knowledge of the pre-action protocol process and be directly responsible for selecting individual cases to go through to litigation.
  • To lead and be the first point of contact on all issues relating to the recovery of revenue service charge and major works service charges of leased housing revenue account portfolio. Liaising as appropriate with central government, other local authorities and their associations, the courts, tribunals and professional bodies, representing the council’s interests and ensuring, as far as possible, that the Council’s position is reflected in pertinent legislation or best practice guides.
  • Be directly responsible for managing, investigating and responding to customers complaints and queries by providing specialist technical advice on customers’ enquiries, information and applications by telephone, written correspondence, or face-to-face, accurately maintaining customer accounts.
  • Be responsible for meeting individual and team targets in the delivery of the
  • Homeownership income service as agreed as part of the performance appraisal process. Managing and taking ownership of a demanding and varied case load with flexibility to ensure the effective operation of the team overall.
  • To continually improve the customer and stakeholder experience and the overall quality of all the interactions a customer has with the business unit with a view to always improving and evolving. Working with MySouthwark Homeowners to address areas of dissatisfaction and referring cases where there is a third party issue that requires investigation.


Specific Role Requirements” – to give yourself the maximum chance of success please try and ensure your CV addresses the following essential criteria:

  1. Experience:
    1. Experience of service charge recovery for a portfolio of residential leasehold properties in a mixed tenure environment
    2. Experience of dealing with debt recovery
    3. Experience of and ability to work on own initiative and be self-motivated and committed to providing a service to customers.
    4. Experience of and ability to make decisions which are informed by analysing information from customers and systems.
  2. Knowledge:
    1. Knowledge of pertinent legislation, regulations, guidance and good practise and how they relate to public sector leasehold management and service charges.
    2. Knowledge of residential leases and freehold transfers.
    3. Knowledge of basic housing management services
  3. Skills & Abilities:
    1. Able to communicate effectively orally and in writing.
    2. Effective numeracy skills, able to interpret and calculate statistical information.
    3. Ability to prioritise work effectively, to meet deadlines and to deal with conflicting priorities. Ability to work to set standards and targets. Effective time management skills
    4. Ability to represent the Council both internally and externally communicating effectively with a wide range of people.
    5. Ability to work on own initiative and be self-motivated and committed to providing a service to customers. Evidence of a strong customer focus and ability to contribute to continuous improvement.
  4. ICT Skills: Experience of using a wide range of computer packages, including bespoke accounting systems


NB: Please feel free to apply to us direct via [email protected] by quoting the job reference and job title exactly. SEE DETAILS AT THE BOTTOM OF THIS AD.

If you have previously applied to one of our vacancies and have already sent the required supporting documentation to us, please make this clear when you re-apply as this will help speed up your application.

To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF.

If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.

Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.

Other Essential Requirements” – Please check to ensure that your CV addresses the following items:

  1. Our clients are generally seeking applicants who are reasonably local, so on that basis we would ideally like you to supply us with your address (or at least your post code) and a telephone number so that we can reach you during working hours.
  2. Your recent UK working experience going back at least 5 years, or full employment history if you have been working for fewer years than this.
  3. Your availability to work either immediately, or at short notice.
  4. *** Qualification details and any other experience/skills relevant to the job role to help support your application (and help us to help you!) – please give full details within your CV document.
  5. Please refer to the Role Requirements section above – your CV must address the requirements listed

Other preferable/desirable details to include on your CV, if applicable:

  1. Any local authority/public sector experience
  2. Any relevant qualifications held or being studied for


Please note that clients invariably ask us to strip out contact details from CVs before we submit them for consideration. This is always quicker and easier to do if you send your CV to us in Word format, rather than as a PDF please

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If you would prefer to send a CV straight to us rather than by way of an on-line application, you are very welcome to do so via [email protected] but please quote both the job reference and job title exactly as they appear below:
Job Ref: Southwark 5220142
Service Charge Accounts Officer – Housing
Client Category: Local Authority

Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

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Job Ref: Southwark 5220142
Service Charge Accounts Officer – Housing
Client Category: Local Authority

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