Service Charge Case Handler

Additional role requirements

• Full driving licence

Putting residents first starts with clear, fair and transparent service charges.

We're looking for a customer-focused Service Charge Case Handler to join our Service Charge team and become the trusted point of contact for residents, helping them understand their service charges with confidence. You'll manage a varied caseload, resolve complex queries and complaints, and work collaboratively across the business to deliver excellent customer outcomes.

This is an exciting opportunity to combine your customer service expertise with your knowledge of service charges, ensuring residents receive a professional, transparent and supportive experience every step of the way.

Please note this is a Fixed Term Contract

What’s in it for you.

In addition to the salary, we offer a number of benefits, including:

• High street discount schemes
• Health cash plans
• 26 days’ annual leave, increasing to 29 after three years, with the opportunity to buy more
• Flexible bank holidays take them when it suits you
• Car leasing scheme
• Hybrid working offering you the flexibility to thrive in your role. You'll have the opportunity to blend the best of both worlds, spending approximately two to three days per week in the office once settled in the role. This is flexible and depends on meeting cycles and board activity. We also offer an optional nine-day fortnight scheme, allowing you to compress your hours if it suits the role.

What you’ll be doing

• Manage complex service charge enquiries, complaints and escalated cases from start to finish.
• Provide clear, accurate and timely advice to residents on all aspects of service charges.
• Lead high-profile cases, including Ombudsman and First-tier Tribunal (FTT) cases.
• Work collaboratively with Housing, Finance and other teams to deliver excellent customer outcomes.
• Support the annual service charge cycle, including validation, value for money checks and customer communications.
• Produce reports and analyse case data to identify trends and drive service improvements.
• Attend resident meetings and represent the Service Charge team, building positive relationships with customers.
• Ensure service charges are managed in line with legislation, contractual obligations and organisational policies

What we’re looking for

• Significant experience in a customer-facing role within social housing or a public service environment.
• Strong knowledge of service charges, housing legislation and landlord responsibilities.
• Experience managing complex customer cases, complaints and escalations.
• Excellent communication skills, with the ability to explain complex information clearly and confidently.
• Strong analytical and problem-solving skills with a focus on continuous improvement.
• Ability to build positive relationships with residents, colleagues and external stakeholders.
• Excellent organisational skills with the ability to manage competing priorities and deadlines.
• A proactive, customer-first approach with a passion for delivering fair, transparent and high-quality services.

If specific qualifications are required, please upload them with your application to demonstrate your eligibility.

At PA Housing, we believe in respect, integrity, and accountability. Our work is about people not just properties and we’re always looking for ways to do better. If that sounds like your kind of place, we’d love to hear from you.

We recommend you read the full job description to get a really good understanding of what the role entails, you can find this as a downloadable attachment at the bottom of the advert.

AGENCIES: We know where you are if we need your support so please do not contact us.

To apply for this role please click on the apply button or for any enquiries please email ***email_hidden*** - We reserve the right to close this job advert early if we receive a sufficient number of applications. Therefore, we advise you to apply promptly to ensure your application can be considered.