Service Charge Manager
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Job Location:
Monthly Salary:
Posted on:
10 hours ago
Vacancies:
1 Vacancy
Job Summary
About the Role
CCHA is a learning organisation committed to delivering excellent services to our customers.
This role provides strategic leadership within the Housing and Communities Directorate ensuring service charges are fair transparent and accurate. It combines financial expertise with strong cross-team collaboration influencing how service chargeable activities are delivered and managed across the organisation.
Success in this role depends on building strong relationships and working in partnership with colleagues to embed best practice maintain compliance and deliver a consistent customer experience.
While a solid financial backgroundthrough qualification or experienceis essential you will also need the ability to guide and support non-financial teams in service charge-related activities.
Key responsibilities include:
- Shaping policy setting standards and embedding good practice across all directorates.
- Working with Heads of Service including Head of Finance to set annual service charge budgets reconcile costs and ensure rent and service charge letters are accurate and issued on time.
- Providing insight and advice on areas where service charges are under-recovered and identifying opportunities to maximise income while balancing affordability and compliance.
- Managing a team responsible for customer queries disputes and consultations including Section 20 notices and other legal processes.
- Acting as a change champion across the organisation influencing decisions and supporting service improvement initiatives.
- Preparing for future regulatory changes including the Leaseholder Reform Act and Heat Network Regulations.
- Contributing to corporate planning and income maximisation strategies supporting organisational sustainability and growth.
About You
CCHA is committed to delivering excellence in how we provide manage and charge for our service activities. We oversee a substantial portfolio of properties that attract service charges and we have made significant progress in ensuring consistency transparency and compliance. Listening to our customers has shaped our approach and many services are now delivered through in-house CCHA teams to improve quality and value.
This role acts as a central link between Finance Operations and Customer Services ensuring that service charges are accurate transparent and aligned with organisational priorities.
You will:
- Lead a small team and work collaboratively across departments to embed best practice support decision-making and maintain compliance with legislative and regulatory requirements.
- Coordinate with Finance Housing and Asset teams to lead the annual service charge setting process ensuring accurate calculations and timely communication to customers.
- Work closely with Heads of Service to embed accountability for service charge performance supporting them in achieving key financial and operational metrics.
- Partner with Communications and Customer Services to ensure clarity and transparency in customer messaging particularly around rent uplift letters and service changes.
- Facilitate the internal Service Charge Working Group driving collaboration sharing insights and promoting continuous improvement across all service areas.
- Provide financial and strategic advice to Heads of Service and Corporate Leadership and the Board balancing affordability for customers with organisational sustainability.
- Support customer consultations on service changes and new offerings ensuring compliance with legal frameworks and reflecting CCHAs values.
Our Shared Values
At CCHA values and diverse thinking as just as sought after as technical skills and qualifications. Our values are embedded throughout the organisation. They set out how we work together and how decisions are made. Here at CCHA we live our values by being:
Caring RespectfulTrusting and TrustworthyHonestBrave Yourself
Job Description
The job description will download in PDF format. To request an alternative format please get in touch.
Application & Interview Guidance
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If you require this information in an alternative format please contact us.
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Required Experience:
Manager
Key Skills
- Restaurant Experience
- Kitchen Experience
- Dealership Experience
- Food Safety Experience
- Management Experience
- Auto Service Management
- Maintenance
- Operations Management
- Cash Handling
- Leadership Experience
- Supervising Experience
- Automotive Service
About Company
Cardiff Community Housing Association (CCHA) is a registered social landlord with almost 3,000 homes in south east Cardiff.
