Major Works Billing & Consultation Officer

We're looking for a knowledgeable and customer-focused Major Works Billing & Consultation Officer to join our Specialist Leasehold Services team. Reporting to the Major Works Billing & Consultation Manager, you'll play a key role in delivering major works consultation and billing services across Southern Housing's portfolio.

This is an exciting opportunity to combine your technical knowledge, financial awareness and customer service skills to ensure major works charges are administered accurately, consultation requirements are met, and residents receive clear, timely communication throughout the process.

You'll work closely with residents, contractors and colleagues across the business to protect service charge recoverability, maintain compliance with legislation, and contribute to the delivery of high-quality leasehold services.

What you'll be doing

As our Major Works Billing & Consultation Officer, you will:

• Deliver major works consultation and billing activities in line with statutory requirements and internal procedures.
• Prepare and issue Section 20 consultation notices, major works bills and final accounts.
• Maintain accurate records and audit trails to support compliance and transparency.
• Review expenditure, invoices and supporting documentation to ensure costs are accurate, appropriately apportioned and recoverable.
• Investigate billing queries and work collaboratively with colleagues to resolve issues.
• Act as a specialist point of contact for residents and stakeholders, providing clear advice on consultation and billing processes.
• Support complaint investigations, tribunal cases, member enquiries and complex customer queries.
• Identify and escalate financial, operational or compliance risks where appropriate.
• Contribute to service improvements and help enhance the customer experience.
• Maintain up-to-date knowledge of leasehold legislation, major works consultation requirements and service charge recovery practices.

What you'll need

Essential

• Experience within leasehold services, major works, service charges, property management, housing or a similar environment.
• Understanding of Section 20 consultation requirements, Section 20B legislation and major works billing processes.
• Experience reviewing and interpreting financial information, invoices and expenditure data.
• Strong communication skills with the ability to explain complex information clearly and sensitively.
• Excellent organisational skills and attention to detail.
• Strong analytical and problem-solving abilities.
• Ability to build positive working relationships with residents, contractors and internal stakeholders.
• Experience managing competing priorities in a busy environment.
• Good working knowledge of Microsoft Office and relevant housing or property management systems.
• GCSEs (or equivalent) including English and Maths, or demonstrable ability to work at this level.
• A full driving licence or the ability to travel effectively between offices, residents and properties as required.

Desirable

• Experience administering major works consultation and billing processes.
• Knowledge of leasehold legislation, service charge recoverability and First-tier Tribunal processes.
• Experience supporting complaints, disputes or legal proceedings.
• Understanding of procurement, contract administration or construction-related projects.
• Knowledge of the social housing sector and regulatory environment.
• Experience contributing to service improvements or transformation projects.

About you

You'll be someone who enjoys working with both people and processes, combining technical accuracy with excellent customer service. You'll be organised, detail-oriented and confident managing complex information while delivering positive outcomes for residents and stakeholders.

Most importantly, you'll share our commitment to delivering excellent services and creating communities where everyone has a safe home in a place they're proud to live.