<p></p><div><h2><span style="font-size: 14pt;">Head of Service Charges, Rent and Income</span></h2><p><strong><span style="font-size: 14pt;">Location: NORWICH - Hybird </span></strong></p><h3><strong>About the role</strong></h3><p>Seeking an exceptional leader to join us as <strong>Head of Service Charges, Rent and Income</strong>. This is a pivotal senior role responsible for shaping strategy and delivering high-quality services across service charges, rent setting and income collection for over 7,000 homes, including tenants, homeowners, freeholders, and garages.</p><p>You will lead a high-performing team, ensuring that all income streams are maximised while remaining fully compliant, transparent, and customer-focused. This is an exciting opportunity to influence organisational strategy, drive innovation, and ensure our services align with evolving legislation and best practice across the housing sector.</p><hr /><h3><strong>Key responsibilities</strong></h3><h4><strong>Leadership &amp; Strategy</strong></h4><ul><li>Lead the strategic development and delivery of service charge, rent and income services</li><li>Own and oversee key processes including rent notifications, service charge estimates and actuals, sinking funds, major works accounting, and collections</li><li>Develop and maintain key policies including Service Charge and Income Collection policies</li><li>Set and monitor robust KPIs to drive performance and accountability</li><li>Represent Saffron at regional and national forums, enhancing our profile and influence</li><li>Identify and respond to legislative, regulatory, and sector changes</li></ul><h4><strong>Operational &amp; Financial Management</strong></h4><ul><li>Oversee the full lifecycle of service charge and rent activity: setting, issuing, reconciliation, and collection</li><li>Ensure compliance with relevant legislation and regulatory requirements</li><li>Work closely with Finance to align budgetary controls and maximise income recovery</li><li>Lead on the management and recovery of income exceeding £43m</li><li>Identify under-recovery risks and implement mitigation strategies</li></ul><h4><strong>Leadership &amp; People Development</strong></h4><ul><li>Provide visible, values-led leadership across the service</li><li>Coach, mentor and develop managers and future leaders</li><li>Build a culture of innovation, accountability, and continuous improvement</li><li>Enhance organisational understanding of service charges, rent and income</li></ul><h4><strong>Tenant Engagement &amp; Service Improvement</strong></h4><ul><li>Champion a resident-first approach and embed customer feedback into service improvements</li><li>Drive initiatives that enhance tenant engagement and satisfaction</li><li>Lead continuous improvement activity informed by performance data and complaints</li><li>Work collaboratively with internal teams, residents, and external partners</li></ul><hr /><h3><strong>About you</strong></h3><p>You will be a highly experienced housing professional with strong strategic, financial and leadership capability.</p><h4><strong>Essential experience &amp; knowledge</strong></h4><ul><li><strong>Significant senior-level experience in social housing or local authority settings</strong></li><li><strong>Expertise in service charges, rent setting, and income collection across multiple tenures</strong></li><li><strong>Strong understanding of leasehold management, Section 20 processes, and managing agents</strong></li><li><strong>Extensive knowledge of housing legislation, including the Landlord &amp; Tenant Act 1985 and Housing Acts</strong></li><li><strong>Experience developing policies, leading change, and presenting to Boards or governance groups</strong></li><li><strong>Proven track record of leading high-performing, customer-focused teams</strong></li></ul><hr /><h3><strong>What we offer</strong></h3><ul><li>A senior leadership role with real strategic influence</li><li>The opportunity to shape and modernise key services</li><li>A collaborative, values-led organisational culture</li><li>The chance to make a meaningful difference to our residents</li></ul><hr /><h3><strong>Additional information</strong></h3><p>This role is subject to a <strong>Basic Disclosure and Barring Service (DBS) check</strong>.</p></div><p> </p><p>Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.</p>

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