Project Officer Service Charges

Project Officer - Service Charges
Location: Hybrid and Didsbury, Manchester
Salary: 43,927.00 (pay award pending)
Full time / 35 hours per week
Fixed term contract - 9 months
Agile working with 3 Days per week in the Office

About Us
Southway Housing Trust is a committed and forward-thinking community focused housing association dedicated to providing excellent homes and outstanding customer care. With a vision of Thriving Communities, Southway manages over 6,500 homes across Greater Manchester.

Southway strives to reduce child poverty, loneliness and isolation and increase employment, social connectedness and pride in neighbourhoods. Our REACH values of Respect, Equity, Ambition, Compassion and Honesty reflect Southway's culture, how we deliver our services, and our relationships with customers, colleagues and partners. Southway values diversity in all aspects of its communities and operations.

About the Role
We have an exciting opportunity for a Project Officer - Service Charges to join our Customers & Communities team on a fixed term basis. This role will play a key part in delivering Southway's Service Charge Improvement Plan over the next nine months.

You will coordinate and deliver improvements to our customer-facing service charge processes, ensuring communications are clear, compliant, and helpful for tenants. Responsibilities include drafting correspondence, preparing explanatory materials, updating our website and intranet, resolving queries and Stage 1 complaints.

You will review wider Southway customer-facing services, recommending future delivery methods. This involves identifying gaps and opportunities to strengthen tenant experience, ensuring our processes reflect customer feedback, regulatory requirements, and best practice.

You will also drive forward the service charge improvement plan by organising meetings, tracking actions, updating colleagues on progress, and contributing to the development of new procedures, materials, and ways of working. To achieve this, you will lead collaboration across our Finance, Income and wider teams, working closely with our Finance Manager - Rent & Service Charges

What we are looking for
Someone with strong organisational skills, excellent communication, and a customer focused mindset. You will be confident preparing clear written materials, working collaboratively with colleagues across teams, and bringing forward practical solutions. An understanding of service charges within the social housing sector is desirable, with a commitment to developing your knowledge further.

For the right person we offer a 35-hour week, competitive salary, excellent contributory pension scheme, and 25 days holiday increasing to 30 days.

Closing Date: 15 March 2026

For an informal discussion please contact Katie Teasdale, Assistant Director Customers and Communities at .

Applications are being reviewed as they are received, and interviews will be arranged for successful candidates in date order.

The Trust reserves the right to remove the job advert once vacant positions have been recruited, please do not wait until the closing date to apply.

Strictly no agencies.

We are committed to equality of opportunity and welcome applications from suitably skilled people from all sectors of the community.

All applicants who have a disability or from an ethnic minority background or ex armed forces that meet the minimum essential criteria for the post will be invited to interview. If you have a disability or are ex armed forces, please tell us about this on your application form. Please let us know about any special arrangements you would like us to make if you are invited in for an interview.

We are committed to equality of opportunity and welcome applications from suitably skilled people from all sectors of the community.

All applicants who have a disability or are ex armed forces that meet the minimum essential criteria for the post will be invited to interview. If you have a disability or are ex armed forces, please tell us about this on your application form and please let us know about any special arrangements you would like us to make if you are invited in for an interview.