Service Charge & Income Maximisation Manager

Hyperion Partners are currently working with a respected housing provider to recruit an experienced Service Charge & Income Maximisation Manager.

This is an exciting opportunity for a service charge professional with strong financial and operational expertise to lead the delivery of service charge and related income services across a mixed tenure housing portfolio. The successful candidate will play a key strategic role in ensuring service charges are accurate, transparent, compliant, and fully recoverable, while driving service improvements and leading a high-performing team.

The organisation is seeking a confident and commercially aware individual with strong stakeholder management skills and extensive knowledge of service charge legislation and best practice within social housing or residential property management.

Key Responsibilities

• Service Charge Leadership & Compliance
• Lead the setting, review, and issuing of service charge budgets, estimates, and actual accounts across multiple tenures.
• Ensure compliance with the Landlord and Tenant Act, Housing Acts, Consumer Standards, and relevant legislation and case law.
• Oversee Section 20 consultations and manage relationships with leaseholders, homeowners, and service providers.
• Provide expert advice on service charge matters across the organisation.
• Drive continuous improvement through complaint resolution, service reviews, and customer-focused practices.

Financial Management & Reporting

• Develop robust service charge budgets for existing stock and new developments.
• Monitor expenditure against budgets, identifying variances and implementing corrective actions.
• Lead year-end reconciliation processes, including surplus and deficit management.
• Support financial reporting processes and present performance information to senior stakeholders, boards, and resident forums.

Income Collection & Arrears Management

• Oversee service charge billing, debt monitoring, and income recovery processes.
• Ensure accurate administration of payment methods and customer accounts.
• Monitor arrears performance and support sustainable payment arrangements for residents.

Managing Agent & Stakeholder Management

• Scrutinise managing agent expenditure to ensure value for money and compliance with lease agreements.
• Build strong relationships with internal teams, residents, leaseholders, and external partners.
• Support colleagues in managing third-party relationships and operational delivery.

Leadership & Service Improvement

• Lead and develop a high-performing service charge and income team.
• Promote a culture of accountability, collaboration, and customer service excellence.
• Drive innovation, process improvements, and system enhancements across the function.
• Support audits, governance activities, and regulatory assurance processes.

About You

• Significant experience within service charge management in social housing or residential property management.
• Strong financial management and budgeting experience.
• Good understanding of service charge legislation, leasehold management, and income recovery.
• Experience managing teams and driving operational improvements.
• Confident communicator with the ability to engage effectively with senior stakeholders and residents.
• Part-qualified CCAB or equivalent financial qualification desirable.