Service Charge Complaints & Disputes Manager

Employer: Poplar HARCA
Salary: £51,099 - £54,135 per annum
Location: 155 East India Dock Road
Contract: Permanent
Working Pattern: Full Time
Hours: 35 hours per week.
DBS Check: No
Closing Date: 25/10/2024 at 17:00
Reference: HS/24/294879

Full Time - 35 hours per week

Poplar HARCA is an award-winning housing and regeneration organisation with a national reputation for innovative urban and social regeneration

We are looking for a Service Charge Complaints & Disputes Manager to lead on building trust and credibility in Poplar HARCA’s service charge processes.

The postholder will

• Lead on investigating, managing and resolving complex service charge casework
• Lead on mediating and brokering resolutions between residents with service charge concerns and Poplar HARCA colleagues
• Meet with tenants and leaseholders to present, explain, and clarify service charge information
• Assist in the preparation of documentation and evidence for legal proceedings, tribunal cases, and Ombudsman investigations
• Identify key policy issues and trends that may impact Poplar HARCA, and devise proactive strategies to address them
• Develop a model to maximise the information residents can self-serve through online access
• Produce regular reports on the nature, frequency, and outcomes of service charge complaints, providing insights for process improvements

Closing Date: Monday 11th November 2024 (5.00pm)