Job Description
Be the Voice of Clarity – Bring Service Charges to Life for Our Communities
Do you thrive on clear communication and building meaningful relationships? Are you ready to be the trusted face of service charges, helping residents understand exactly what they’re paying for – and why? If you're passionate about customer service and making things better, we want to hear from you.
At PA Housing, we believe this isn’t your typical housing role. We're here to make a real difference in people's lives – and that starts with you. You’ll play a vital role in improving the resident experience by ensuring our service charge process is transparent, fair, and customer-focused.
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……
This is a varied and meaningful role that puts you at the heart of the resident experience. You’ll:
- Be the first point of contact for all service charge queries – making complex info easy to understand
- Build trust by responding to complaints and queries quickly, professionally, and empathetically
- Manage complex and high-profile cases, including Ombudsman and FTT cases, from start to finish
- Represent the Service Charge team at residents’ meetings and visits to schemes
- Work closely with teams across PA Housing to make sure service charges are accurate, fair, and legally compliant
- Support the annual service charge cycle – helping to validate actuals, budgets, and ensure value for money
- Use insight from case data to help improve our service and drive better outcomes for customers
- Assist with new scheme setup, ensuring accurate service charge estimates and coding
What we’re looking for:
We’re after someone who genuinely cares about delivering top-quality customer service, and who isn’t afraid to get into the detail. If the following sounds like you, you’ll fit right in:
- You've got at least 5 years’ experience in a customer-service role within housing or a similar public service environment
- You know your way around service charges, landlord and tenant law, and the latest best practices
- You’re confident handling complex queries and legal processes, including court procedures
- You're great with data and insights – and know how to use them to solve problems
- You’re Excel-savvy and comfortable working across systems like Northgate
- You’re approachable, reliable, and a natural communicator
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.
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 recruitment@pahousing.co.uk - 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.