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Vacancy at Stonewater: Performance & Delivery Manager – Rents & Service Charges


12 Month Fixed Term Contract (with the potential of a permanent opportunity within Stonewater for the right candidate)

Are you a bit of a guru when it comes to service charges? Are you someone with a track record of delivering efficient and accurate services? Do you genuinely care about great customer service and excel in working in a fast-paced, high-pressure environment?

We'd love to hear from you if you answered yes to all of these!

At Stonewater, we don’t believe there is any room for ‘good enough’; we want to be great! With life in constant motion, if you’re not moving forward, you’re going backwards. We don’t want to go backwards!

This brand-new role sits within the Rents & Service Charges and is all about service improvement and great detail, fast-paced delivery. We need a leader to engage with our customers, colleagues and stakeholders and co-produce our services to ensure they are legally compliant, customer-centred, and fit for the future.

With the cost of living putting even greater pressure on our customers, we want to ensure we deliver efficient, effective services that enable customers to thrive. We’re passionate about our Rents & Service Charge delivery and collection and believe this is an amazing opportunity to make a real difference.

If you’re a bit of a lone wolf, this one probably isn’t for you. We really want a team player who will partner with customers, colleagues, contractors and stakeholders and deliver results.

We’re after a service charge expert with a good working knowledge of leasehold and shared ownership. You’ll be responsible for ensuring robust procedures and processes, ensuring charges are accurate and compliant and taking a lead role in the annual review of the rent and service charge. You will be responsible for reviewing the delivery of both our income setting and maximisation. You can drive performance improvement and work to key KPIs, while ensuring customers remain at the heart of outcomes.

This will be fast paced, high pressure and hard work, so you’ll need to be agile and have a heap of resilience and a bundle of tenacity. There will be challenges along the way, you’ll occasionally frustrated, but you’ll be working with a great supportive team in a brilliant organisation. You’ll also have a real opportunity to shape and improve services and most importantly deliver for our customers.

The ideal candidate will:

  • Demonstrate effecting change across an organisation / service area and it being truly embedded
  • Have extensive knowledge and experience of Rents & Service Charges
  • Show us that you have used systems and data to improve services and ensure efficiency
  • Show passion for Income Maximisation and providing financial resilience & support for customers.
  • Have experience of redesigning efficiency & future proofing services
  • Show commitment to the benefits of co-produced services
  • Be a practical and logical thinker, overcoming problems/issues to meet deadlines.
  • Demonstrate working in a high pressure environment, obtaining key KPIs
  • Have strong analytical and report writing skills.

Appointment to this role will be subject to a satisfactory Disclosure and Barring Service Check, satisfactory references and possession of a valid Right to Work document.

If you have any queries or want to find out more about the role, please contact Holly Edwards or David Lockerman;;

Discover Stonewater:

Stonewater is a leading housing provider. We manage around 36,000 homes, serving 78,000 customers across our portfolio of affordable properties for general rent, shared ownership and sale, alongside specialist accommodation, with an ambitious house-building programme.

Our mission is to provide quality homes and services for people whose needs are not met by the open market.

We’re looking for like-minded people to join our team of over 800 talented colleagues who embody our values of being ethical, ambitious, passionate, agile and commercial, as well as people who want to make a difference and transform people’s lives.

We are a Disability Confident Employer and working towards accreditation for becoming a Disability Confident Leader, which allows us to record and report on disability, mental health and wellbeing in the workplace to better support our colleagues. We have also achieved accreditation for being an Advanced Employer for Investing in Ethnicity Maturity Matrix. We are committed to being a Menopause Friendly employer and working towards accreditation our Menopause Friendly accreditation.

Are you ready to #DiscoverStonewater?

Closing Date 21st August 2023.

Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date