Role Profile. Page 1. Role Title: Service Charge Administrator Division: Finance Department: Service Charges Team: Service Charges

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1 Role Profile Role Title: Service Charge Administrator Division: Finance Department: Service Charges Team: Service Charges Role Identifiers: - Career Ladder: Customer Services - Level: Intermediate Level 2 - Function: Administrative Services - Discipline: Administrative Services Generalist/Multidiscipline Main Purpose of Role To efficiently process invoice transactions/data for Managing Agents in accordance with company procedures/policies. To ensure that all queries are dealt with in a timely manner and that supplier s invoices are checked against the legislation (s18 30 Landlord &Tenant Act 1985) before being logged, processed, coded and paid within agreed settlement terms. To be the main contact for Managing Agents and to liaise with external parties (ie Monarch) to ensure that managing agents continue to provide estate and/or block services to our customers. Outputs & Accountabilities Log and record all Managing Agent invoices received from our suppliers and scan the documents to the appropriate folders for access by the business. Check that the documents are compliant with s18 30 Landlord &Tenant Act 1985 and raise any non-compliance issues directly with the Managing Agents. Process and code of all suppliers invoices/credit notes and split costs by tenure type where appropriate. To action and resolve all suppliers queries. Be the first point of contact to resolve all invoice issues with the Business or Suppliers and attend meetings with Managing Agents to resolve queries. Page 1

2 Monitor Managing Agent accounts to ensure that documents received within the correct timescales and in accordance with the legal agreements. Reconcile supplier statements to ensure accounts up to date. Request invoice packs and back up documentation as required by the business. Liaise with solicitors and debt collectors over outstanding invoices to ensure that services continue and that legal action is avoided. Provide reports to the business on the numbers of invoices processed/outstanding and the value. Prepare year end accruals on Managing Agent accounts in line with published timescales for year end. Set up new Managing Agents as new suppliers and ensure that all Managing Agent details are up to date. Update Northgate with new details. Support the Service Charge Co-ordinators with training and assistance around Managing Agent processes and liaise with Service Charge Co-ordinators over the review of Managing Agent Budgets and Final accounts. Resolve staircasing enquiries as they relate to Managing Agents and provide support to Hyde New Homes around the direct billing of Managing Agents costs to those who have staircased. Undertake a project to review all head leases to ensure Managing Agents comply with the terms of the head lease when billing. Undertaking general office administration duties; including use of Excel, Microsoft Word Oracle and Northgate system Page 2

3 Expected Competencies for Service Charge Administrator General Profile Typically requires no work experience; Works on repetitive tasks subject to review by others; Depends on others for instruction, guidance and direction; Has developed knowledge and skills in own area; may still be acquiring higher level skills; Works with moderate supervision/ guidance; Accountable for individual results and impact on team Leading the Business Leadership Change Management Represents the organisation positively when dealing with customers Is self-motivated Consistently role models appropriate behaviours to both customers and staff; is honest and respectful to customers and staff Remains positive about the organisation and their work through challenges Is approachable and consistent, remaining calm in all their interactions Inputs to the delivery of change; provides specific feedback on how change will work best for or impact on customers Implements change effectively and as directed Talks positively about change to others Technical Expertise Technical Expertise and Business Understanding Develops and builds knowledge and skills in their own work area (learning curve) Performs routine or repetitive processes/procedures that support the business or customers e.g. is driven by KPI s Applies their knowledge to complete a variety of day-to-day activities within their own work area Adheres to and recognises the importance of following policy and procedures to mitigate risk Undertakes work with some understanding/knowledge of local organisational objectives, processes and the impact of their work Page 3

4 Customer/Business Orientation Customer Focus (Internal and External) Builds short mid term relationships with customers in order to provide high levels of service Views and treats customers positively; understands their importance in relation to corporate aims Highlights areas of poor service to others, escalating issues where necessary; addresses standard areas of poor service Adopts a person-centred approach with customers in order to tailor services delivered to that customer Creating and Delivering Solutions Delivery Focus Problem Solving Prioritises and organises own work to meet agreed upon deadlines set by others Takes ownership to meet and deliver against agreed KPI s and shorter term commitments Accurately maintains data integrity e.g. by using systems and databases Looks to make things happen rather than being easily offset by obstacles Solves problems using standard procedures/processes in an effective and timely fashion Uses others for guidance and instructions in solving problems. Escalates the issues to the appropriate person if the required information is not available to make a decision Gives basic consideration to financial constraints when problem solving Seeks to understand the root causes/trends of problems Solves problems following procedures to ensure customer/service user risk is minimised Uses judgement and initiative to make decisions and move things forward (when appropriate) Working Relationships Communicating, Negotiating and Influencing Communicates and explains standard information to Page 4

5 others e.g. external agencies Conveys/presents key messages clearly and effectively Communicates information accurately in writing and verbally Listens, understands and responds to key messages; Adapts style of communication according to the needs of different customers Teamwork, Coaching and Guidance Looks to others for ongoing training and development e.g. buddy system Has ongoing, regular, open and informal dialogue with peer team members to develop a sense of team and consensus Offers support and encouragement; supports others to resolve standard issues/problems Seeks the expertise of other team members Page 5