We are currently recruiting for a Service Charge Complaints Specialist to join a leading housing organisation. This is an excellent opportunity for an experienced complaints professional with strong service charge knowledge to investigate and resolve complex resident complaints relating to leasehold and shared ownership service charges.

Working as part of a specialist team, you will manage a caseload of service charge complaints, liaise with internal stakeholders, review leases and tenancy agreements, and ensure responses are compliant with relevant legislation and the Housing Ombudsman Complaint Handling Code.

Key Details:

• Location: Borehamwood, WD6 (Hybrid Working)
• Rate: £16.58 PAYE / £20.97 Umbrella per hour
• Contract: Temporary Contract Until the End of May 2027
• Hours: Full Time
• Working Pattern: Hybrid

Key Responsibilities:

• Investigate and resolve complex service charge-related complaints.
• Manage complaints through all stages, ensuring timely and high-quality responses.
• Review service charge budgets, reconciliations and supporting documentation to identify issues and disputes.
• Interpret leases, tenancy agreements and service charge provisions to assess recoverability and compliance.
• Act as a key point of contact for residents regarding service charge complaints and queries.
• Liaise closely with Finance, Housing Management, Asset Management and Legal teams to facilitate complaint resolution.
• Prepare responses in line with Housing Ombudsman requirements and best practice.
• Maintain accurate records and update CRM systems accordingly.
• Identify trends, root causes and opportunities for service improvement.
• Support the wider service charge team in reducing complaints and improving customer experience.

About You

To be successful in this role, you will have:

• Previous experience investigating complex service charge complaints.
• Strong understanding of leasehold and service charge principles.
• Experience handling Stage 1 and Stage 2 complaints.
• Knowledge of the Housing Ombudsman Complaint Handling Code.
• Ability to interpret leases, tenancy agreements and service charge provisions.
• Excellent written communication skills, with the ability to explain complex matters clearly and empathetically.
• Strong analytical and investigative skills with excellent attention to detail.
• Experience working within social housing, housing associations or local authorities.
• Good working knowledge of Microsoft Office applications.

HOW TO APPLY?

If this opportunity is of interest, please send apply with your most up-to-date CV.