This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
Full Time - 35 Hours per week
Poplar HARCA is an award-winning housing and regeneration organisation with a national reputation for innovative urban and social regeneration.
An exciting opportunity has arisen within our Finance Directorate for a Service Charge Liaison Advisor.
The Service Charge Liaison Advisor will act as the first point of contact for residents, providing clear, accurate, and timely responses to service charge enquiries and disputes, while supporting the wider team in resolving issues and improving customer understanding. The post holder will respond to resident queries on service charges via phone, email, and written correspondence, explaining service charge budgets, actuals, and variances in a clear, accessible way. The Service Charge Liaison Advisor will identify at-risk residents and ensure that they are provided with appropriate support and advice, meeting with residents at home, in the office or in other appropriate venues.
The postholder's responsibilities:
Engage with leaseholder forums such as Estate Boards, Resident Associations, surgeries, and statutory and non-statutory consultations
Ensure all enquiries are answered promptly to ensure a high level of customer care is maintained
Manage a caseload of service charge enquiries and disputes through to resolution
Ensure casework meets legislative, regulatory and policy requirement
Effective information management, including sharing information in accordance with agreed protocols
Identify recurring issues and feedback to improve services
Work closely with Analysts to gather information and resolve queries
Assist with data validation and checking where needed
Due to the nature of this post, employment in this role is dependent on a Basic Disclosure and Barring Service (DBS) check.
Closing Date: Friday 2nd October (5:00pm)
The Company
Poplar HARCA is an award-winning housing and regeneration community association based in East London. We own and manage over 10,000 homes and invest around £4m each year in community regeneration.
We’re all about creating opportunities for people in Poplar and Bow. From building new homes, to bringing people together through community events and upskilling residents through training and development opportunities.
We’re looking for people to match our passion and help us make a difference. If you’re ready to collaborate, use your skills, and help transform our corner of east London, we want to hear from you.
The Benefits
Benefit 1
Benefit 2
Benefit 3
Benefit 4
The Values
Innovation
We are creative and fearless in our work.
Accountability
We take ownership of our work and lead from the front.
Teamwork
We collaborate widely and build supportive environments.
Leave
25 days annual leave plus bank holidays from day one, with an extra three days off between Christmas and New Year. Additional leave is awarded after two and five years of service.
Health Care
Access to a health cash plan. This covers medical, dental, optical, and wellbeing expenses, with optional coverage for your family.
Pension
Access to a defined contribution pension scheme with generous employer contribution rates.
Flexible benefits
Options to buy or sell annual leave and enjoy flexible working arrangements. Access to season ticket and cycle to work schemes.
Development
Learning, training, and career development opportunities to support your growth.
Wellness
Access to an Employee Assistance Programme from day one, where you can attend up to 8 therapy sessions.
Life at Poplar HARCA
We believe in the power of coming together. Throughout the year we host a range of exciting events to connect colleagues, encourage collaboration and inspire new ideas.
Our events include:
Staff conferences & away days
Lunch & Learns to gain insights into different teams and projects
Eid Lunch & Summer BBQs
Fun evening and lunch time events for staff
Volunteering opportunities
Charity fundraising challenges
Wellbeing activities to support your health and happiness
As you can see, there’s something for everyone! Whether it’s learning something new, celebrating achievements, or simply some enjoying well-deserved fun with your colleagues, our events help create a positive and connected workplace.
Poplar Housing and Regeneration Community Association Limited. A Charity and Registered Society 7726. Registered Provider L4170
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Privacy Policy
Poplar HARCAPrivacy Statement
The following explains how we Poplar HARCA (Controllers) intend to use the information you provide in your application, along with your rights, our reasons for requesting it and who will have access to it.
As defined by the General Data Protection Regulation (GDPR) Poplar HARCA is the Data Controller and ultimately responsible for ensuring the data you provide is kept secure, processed correctly and that you understand your legal rights in relation to the data you provide.
The recruitment software we use via this website is supplied by IRIS Software Group Limited and they are defined as a Data Processor under the GDPR. They will only process your data in accordance with our instructions.
IRIS can be contacted at: 4th Floor Heathrow Approach, 470 London Road, Slough, England, SL3 8QY
For Data Protection enquiries, please contact the Help Desk at support@networxrecruitment.com
What information do we collect from you?
We collect information that is specifically provided by you as part of an application process. We will collect the following (but not limited to):
Name, address, email, telephone number
CV (if applicable)
Equal opportunities monitoring information (defined as special categories data) - this information is purely for statistical analysis and monitoring purposes
Answers to application questions
Any other information you wish to provide in support of your application
We are using Contract as our legal basis for processing, which means we can use your details and information so that we may assess your suitability for employment with us, as well as carry out our statistical analysis of recruitment.
Why do we collect this information and who do we share it with?
Details you provide in this application:
Will be held on our computer systems and may be downloaded by us
Will be used to deal with your application
Will be made available to us and our processors
Will be used for communication with you regarding the vacancy
Will be used to satisfy legal requirements
Will be used for statistical analysis
Will be held and may be used to contact you about other vacancies
We will store your application data for 13 months after the vacancy has closed. After this period, it will be fully anonymised.
How can I access the information you hold about me? Your rights
We are dedicated to providing reasonable access to visitors who wish to review the personal information retained when they apply via our website site and correct any inaccuracies it may contain. If you choose to register, you may access your profile, correct and update your details, or withdraw your details at any time. To do this, you can access your personal profile by using the secure login. In all cases we will treat requests to access information or change information in accordance with applicable legal requirements.
You have the following rights in relation to the way in which we deal with your personal data:
the right of erasure or to be forgotten
the right to rectification if information is inaccurate or out of date
the right of data portability (to obtain and reuse your personal data)
the right to object to networx and the controller and processors handling of your personal data
the right to withdraw your consent with regards to the handling of your personal data
you have the right to ask for a copy of the information we hold about you (Subject Access Request - S.A.R)
You have the right to lodge a complaint with a supervisory authority - the ICO
Within your candidate account, you can also use the Download Data feature to generate an XML file of the current data we hold on you that you have provided and/or have access to within the account.
Where you exercise your right to object or withdraw your consent we may process your personal data without your knowledge or consent where we are permitted or required by law or regulatory requirements to do so. In such a case, we will not process more personal data than is required under the circumstances.
If you are not satisfied by our actions, you can seek recourse through our internal complaints procedure. If you remain dissatisfied, you have the right to refer the matter to the Information Commissioner (www.ico.org.uk) or seek recourse through the courts.
Poplar HARCA can exercise the right to update this policy as and when required.
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