Rent/Service Charges, Systems Process Improvement
Job description
Original text imported from Reed
About the role My client are seeking an experienced Rent Setting & Systems Improvement Manager to lead and deliver improvements to the rent and service charge setting processes within a housing management environment. This role will play a key part in streamlining existing processes, managing staff, and supporting the implementation and integration of a new housing management system.You will work closely with Finance, Housing, and IT teams to ensure accurate rent and service charge calculations, robust governance, and efficient end-to-end processes that support both customers and staff.
Key responsibilities
- Lead and manage the rent and service charge setting process across the organisation, ensuring compliance with legislation and regulatory requirements.
- Manage, support, and develop a small team responsible for rent and service charges.
- Review, redesign, and streamline rent-setting processes, identifying opportunities for automation and efficiency.
- Play a key role in the implementation and integration of a new housing management system, ensuring rent and service charge functionality meets business needs.
- Translate business requirements into clear system and process specifications
- Work collaboratively with stakeholders to embed improved ways of working
- Ensure data accuracy, reconciliation, and strong audit trails
- Support change management and staff training during system and process changes
About you
You will have:
- Proven experience in rent setting and/or service charges within a housing environment (social housing, housing association, or local authority)
- Experience of process improvement or service redesign, with the ability to simplify complex processes
- Hands-on involvement in a housing management system implementation or major system change (e.g. Northgate, Capita, Aareon, Civica or similar)
- Strong staff management experience, including coaching and performance management
- Excellent stakeholder engagement and communication skills
- Confidence working in a hybrid role, balancing home working with on-site collaboration
Why join?
- Opportunity to shape and improve a critical housing service
- Play a key role in a major system and process transformation
- Flexible hybrid working (home-based with 2 days per week on site in Manchester)
- Supportive, values-driven organisation with a focus on continuous improvement
Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk
Key skills
AI-extracted from the job advert
Application advice
5 AI-generated recommendations to maximise your chances.
🏠 Highlight your housing management system experience (Northgate, Capita, Aareon, or Civica) prominently as this is specifically mentioned in requirements
📊 Quantify your process improvement achievements: 'Streamlined rent setting for 2,500 properties, reducing processing time by 40%'
👥 Emphasise your staff management experience with concrete examples of team leadership and development in housing environments
🔄 Showcase your system implementation experience, particularly any housing management system migrations or upgrades you've led
📋 Detail your knowledge of housing legislation and regulatory compliance, as this is essential for rent and service charge setting
Suggested CV bullets
3 bullets our AI drafted for this specific advert, mirroring its ATS keywords.
Add these 3 bullets under your most recent experience:
- •Led implementation of Northgate housing management system for 3,200 properties, delivering rent setting automation that reduced processing time by 35%
- •Managed team of 4 rent officers through service charge process redesign, achieving 98% accuracy in calculations and full regulatory compliance
- •Streamlined end-to-end rent setting processes across Finance and Housing teams, eliminating 12 manual reconciliation steps and improving audit trail visibility
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Letter preview — tailored to Hays Specialist Recruitment Limited
Dear Hiring Manager,
Hays' Rent Setting & Systems Improvement Manager role combines my passion for housing operations with my proven expertise in housing management systems and process transformation. Having led rent setting processes and system implementations using platforms like Northgate and Civica, I understand the critical importance of accurate service charge calculations and regulatory compliance in social housing environments.
My background in managing housing teams while delivering complex system changes aligns perfectly with your requirements for both leadership and technical expertise. I have successfully streamlined rent-setting processes, managed staff development, and collaborated with Finance, Housing, and IT teams to ensure seamless system integrations.
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Interview questions
10 questions generated from this advert.
Technical
- ›Which housing management systems have you worked with and what was your role in their implementation?
- ›How do you ensure compliance with housing legislation when setting rent and service charges?
- ›Describe your approach to process mapping and identifying automation opportunities in rent setting
- ›What methods do you use for data reconciliation and maintaining audit trails in housing systems?
- ›How would you translate business requirements into system specifications for a housing management system?
Behavioural
- ›Tell me about a time you led a process improvement initiative that resulted in significant efficiency gains
- ›Describe a situation where you had to manage resistance to change during a system implementation
- ›Give an example of how you've developed and coached team members in a previous role
- ›Tell me about a challenging stakeholder situation you've managed and how you resolved it
- ›Describe a time when you had to balance competing priorities while managing a team and delivering a project
STAR answer examples
Model answers using the Situation-Task-Action-Result framework. Adapt to your own experience.
Tell me about a time you led a process improvement initiative that resulted in significant efficiency gains
Describe a situation where you had to manage resistance to change during a system implementation