Service Charge Manager

Key Accountabilities

Key Responsibilities

• Take ownership of service charge budgeting and year-end reconciliations across the portfolio, ensuring charges are accurate, timely and supported by the relevant lease provisions.
• Manage customer queries and disputes relating to service charges, work In close collaboration with our customer team and ensure customer cases are responded & resolved in SLA.
• Support the identification and implementation of new service charge opportunities, helping to establish new schedules and improve cost recovery across the estate.
• Recommend and manage budgets for exceptional works, ensuring costs are captured appropriately and aligned to estate requirements and lease obligations.
• Prepare, review and maintain service charge budgets, supporting assumptions with accurate data and ensuring figures are clearly documented.
• Work closely with the wider team to keep service charge activity moving at pace.
• Proactively chase outstanding information, actions and approvals, ensuring issues are followed through to completion in a timely manner.
• Work proactively with accounts teams to manage arrears payments, risk profiling customers and issuing CARR notices as appropriate
• Use internal systems and processes effectively, supporting strong financial control, accurate reporting and consistent service charge administration.
  
  

Skills, Knowledge and Experience

• Proven track record in service charge budgeting and reconciliation within a commercial property environment.
• Experience managing a high volume of work efficiently and accurately, with the ability to prioritise tasks and meet deadlines.
• Strong attention to detail, with the ability to work through complex information and maintain accuracy across budgets, reconciliations and customer communications.
• Confident working independently, while also building effective relationships with colleagues across the wider team.
• Clear and professional communicator, able to explain service charge information simply and deal with queries in a calm and constructive way.
• Strong sense of ownership, with the ability to follow up actions, keep tasks moving and see work through to completion.

• Pragmatic and solutions-focused, with a willingness to take ownership of issues and work through them to resolution.
• Strong ownership and accountability, with a disciplined approach to follow-up and completing tasks on time.
• Clear communicator, able to handle challenging situations confidently.
• Team-oriented and reliable, with a focus on supporting colleagues, maintaining momentum and delivering consistent outcomes.