ROLE PURPOSE

Responsible for supporting the delivery of important service charge information to our residents. We introduced our Service Charge Action and Resolution Team (SCART) in 2024 to focus on reviewing service charge accounts; producing commentaries; and responding to resident service charge queries. The team has been a success, and we are continuing to improve services and drive new efficient ways of working for both staff and our residents. As a SCART officer, you will play a key role in revolutionizing the way we manage our service charges.

KEY RESPONSIBILITIES/DELIVERABLES

• Be responsible for resolving customer queries promptly, including liaison with the A2Dominion operational teams, customers, local authorities and external managing agents as required.
• Be responsible for delivering a strong financial performance by working collaboratively with the service charge team to ensure production of accurate and transparent service charge estimates, in-year block management accounts and year-end accounts.
• Be accountable for maintaining full, clear, and accurate records for all customer contact.
• Be empowered to work closely with and challenge colleagues and contractors to ensure that services are provided to a high standard to all estates and buildings in the designated portfolio.
• To actively build relationships with stakeholders (internal and external) and represent the Group at meetings, hearings, and other forums as appropriate.
• To keep up to date with building safety, service charge and leasehold legislation and take an active role in supporting the Area Manager and Leasehold Services Manager with policies, procedures, and work practices updates to continually improve service delivery

As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life. We offer a wide range of staff benefits. For this role, these include:

• 25 days’ holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service
• Up to 8% contributory pension
• Flexible working
• Investment in your learning and development