Head of Service Charges, Rent and Income

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