Joining us as Peer Leader - Rents & Service Charges, you will provide leadership, coaching and guidance to wider colleagues within the Rents & Service Charges team to support us to improve the quality of our service delivery and ensure compliance with legislation and our policies and processes, striving for continuous improvement in both customer services and key KPI’s.
Working with the Performance & Delivery Manager - Rents & Service Charges Compliance, you will lead a team of Rents & Service Charges Coordinators to create a robust audit and review service to improve the transparency and accountability of our Rents & Service Charge service to customers.
You will undertake secondary reviews, complex case management, compliant investigation and implement learnings. Supporting the delivery of Section 20 notices you will be responsible for data collation and customer contact implementation ensuring Stonewater’s recovery is maximised. Working heavily with our Construction and Homes colleagues you will be responsible for the projection of service charges for new schemes, troubleshooting issue to ensure void loss if minimised.
This role is unique to our other Peer Leaders across Stonewater as it will involve carrying out audit and compliance work.
The ideal candidate will:
* Be resilient, vibrant and share Stonewater’s values.
* Have experience in Rents & Service Charges setting, reconciliation & recovery.
* Have experience of data manipulation and reporting.
* Have experience of coaching, mentoring or managing colleagues.
* Have experience of safeguarding and managing complex customer cases.
* Be experienced in partnership working to meet the needs of customers.
* Be highly numerical and have good analytical skills.
* Be able to think ’beyond process’ to find innovative solutions for customers and colleagues.
* Have excellent communication and interpersonal skills.
* Be skilled in problem solving and have experience of projects and working with new tools and processes and overcoming organization conflict.
* Be committed to innovation, quality, customer service and value for money.
Appointment to this role will be subject to a satisfactory Disclosure and Barring Service Check, satisfactory references and possession of a valid Right to Work document.
Discover Stonewater:
Stonewater is a leading housing provider. We manage around 39,000 homes, serving 82,000 customers across our portfolio of affordable properties for general rent, shared ownership and sale, alongside specialist accommodation, with an ambitious house-building programme.
Our mission is to provide quality homes and services for people whose needs are not met by the open market.
We’re looking for like-minded people to join our team of over 800 talented colleagues who embody our values of being ethical, ambitious, passionate, agile and commercial, as well as people who want to make a difference and transform people’s lives.
We are a Disability Confident Employer and working towards accreditation for becoming a Disability Confident Leader, which allows us to record and report on disability, mental health and wellbeing in the workplace to better support our colleagues. We have also achieved accreditation for being an Advanced Employer for Investing in Ethnicity Maturity Matrix. We are committed to being a Menopause Friendly employer and working towards accreditation our Menopause Friendly accreditation.
Are you ready to #DiscoverStonewater?
Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.