Change Analyst

Reporting to the Central Service Charge Manager, you are responsible for delivering a high-quality service to service charge payers and other stakeholders.

You?ll work collaboratively with colleagues and teams across Southern Housing to support and contribute to the transformation of our Service Charge delivery.

The location

You?ll be based at one of our main offices in either Farringdon, Croydon, or Sittingbourne, with the option for working in a hybrid way when appropriate and as agreed with your manager.

What you?ll be doing:

• Provide responsive internal customer service, and support, in all central aspects of service charge delivery in line with service expectations and key performance indicators.
• Compile and analyse reporting information to support the wider service charge team.
• Support the calculation and allocation of service chargeable expenditure including preparing and loading the data through various systems to enable the accurate calculation of charges.
• Identify areas to increase efficiency and optimise data collection processes by automating data workflows
• Monitor and audit data quality to support validation and cleansing
• Provide key performance statistics for monitoring KPI?s and other metrics to measure team performance
• Maximise recovery of income by ensuring that charges are coded and allocated correctly
• Support the building and embedding of the systems and processes required to support the transformation of service charge delivery
• Review and maintain procedures and process maps to facilitate the accurate allocation and consistent setting of service charges
• Support the wider service charge team with data collection and the analysis of service chargeable income and expenditure as part of the annual cycle
• Support the wider service charge team with yearend certification and liaise with external auditors to evidence service chargeable expenditure.

• Excellent financial and numerical skills
• Strong analytical skills
• Good understanding of residential and commercial service charge management
• Strong organisational skills, able to control and deliver a range of tasks to meet deadlines.
• A strong command of Excel, including formulas, pivot tables, data cleaning and data visualisation skills
• Meticulous attention to details
• Strong communication skills and the ability to explain complex data to someone without a technical background

Strong critical thinking and problem-solving skills, * Administrative: 5 years (required)

• Change management: 2 years (required)
• OR18308: 1 year (required)

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