Service Charge Manager

Service Charge Manager

Newent

£42,873

Come make a real difference as our Service Charge Project Manager

Everyone should have a warm, safe, affordable home. As Service Charge Project Manager you’ll play a key role in helping us provide this with a real focus on value for money services that meet the needs of customers.

This new role will transform how we manage service charges. You will work with colleagues to make sure that services are designed with customers at its heart. You will ensure that their voices are heard and acted on throughout the process with an emphasis on transparency and excellent communication.

You will work with colleagues across the organisation to review existing processes and identify ways to modernise and personalise our approach, ensuring service charges support an excellent service offer.

Using your knowledge and expertise, you’ll provide expert advice on service charge matters, making sure that our tenants receive a high-quality service that reflects their needs and provides value for money.

What you’ll bring to our team

You will manage and lead on the delivery of all aspects of the service charge redesign project – using your excellent project management and people skills to see the project through to completion whilst ensuring the day-to-day service continues effectively.

With your confidence in leading change, you’ll work with customers, colleagues and contractors to embed changes to the way we work.

You will be focussed on ensuring new service charges, changes to service charges or contracts are managed in a way that both engages and reassures customers and enables excellent service outcomes.

What we’re looking for

• Strong service charge expertise, ideally gained in housing, with a sound understanding of legislation including the Landlord and Tenant Act 1985 and relevant best practice.

• Experience leading projects in a customer-focused environment, preferably within social housing.

• Confident stakeholder engagement skills, with the ability to build trust, influence decisions and work effectively with senior leaders, colleagues, customers, partners, consultants and suppliers.

• Experience supporting change and transformation, helping teams adopt new ways of working through clear communication and practical support.

• Excellent communication skills, with the ability to adapt your approach for different audiences and keep people informed, involved and engaged.

• A proactive, solution-focused approach, with the confidence to analyse complex issues, challenge constructively and develop practical solutions.

• Strong project planning and governance skills, including managing budgets, risks, issues, dependencies and change while staying focused on customer impact.

• A track record of improving business processes, increasing efficiency and delivering better outcomes and value for customers.

• Highly organised and adaptable, able to balance priorities, make sound decisions and keep work moving in a changing environment.

• A commitment to customer-focused services, positive working relationships and a culture of learning, innovation and continuous improvement.

More about us

Trust isn’t a tagline – it’s everything. It’s how we build relationships, how we make decisions, and how we prove, day in and day out, that we do what we say.

It’s also the thing that underpins our core values and sets out what our customers can expect from us and what we expect from our team and the partners we work with.

We want our tenants to know that we’re here, we care and make them feel at home from the moment they step through the door. It’s not just about having a home – it’s about finding a place to build a life and feel safe while doing so.

And the same can be said for our team. Two Rivers is a place with purpose, where you can be a part of something and make a real difference. We’ll help you develop and grow, in a place where you’ll find like-minded people and you can truly be yourself.

Warm, safe, affordable homes are about more than bricks and mortar. It’s a feeling of community, securing and belonging. So, whether you’re a tenant living in one of our homes or a member of the team – when you join the Two Rivers community, you’ll always feel like You’re Home Now