Head of Customer Service Accounts

Glu Recruit
£65,000.00 - £65,000.00 Per Year
14 Jun 2017
14 Jul 2017
Contract Type
Full Time
Role: Head of Customer Service Accounts

Location: Birmingham

Salary: up to £65K, DOE


To lead the client accounting teams in order to fully support the business to ensure that we manage properties that people are proud to live, investors are proud to own and we are proud to manage through building trusted relationships with all stakeholders to ensure that we manage property effectively.
To build teams who are commercially aware and BOCSO is at the heart of everything we do, whilst creating a Great Place to Work.


Client Accounting: To ensure that all client bank accounts are reconciled, appropriate procedures and controls are implemented and maintained, client reporting is produced in accordance with the contract requirements, reporting on all exceptions.
Database maintenance: To ensure integrity of all data contained on the property database (QubePM) is maintained and updated on a timely basis. To ensure all procedures are maintained and updated within the department at all times.
Continual improvement: Including enhancing productivity, procedures and developing opportunities to improve use of IT through QubePM.
Service Charge: To ensure that we deliver an excellent service charge product to all clients. Functions of team to include:
Developing Service Charge Models
Preparing Service Charge Budgets
Production of Annual Accounts
Liaison with External Clients
To ensure that all exceptions are reported on.
Treasury: To include treasury monies calculations. To ensure that the QubePM database is maintained and accurately reflects the funds held. Ensure that all funds are held in accordance with RICS and other regulatory bodies.
Client Finance: To include the timely distribution of budgets, demands, client reports and accounts preparation.
Purchase Ledger: Ensure that invoices are posted against the correct property. Suppliers are paid in a timely manner out of service charge funds.
Credit Control: To ensure that arrears are chased in a timely manner. Referrals to solicitors are made in accordance with company policies and in accordance with client instructions. To report on all exceptions and provide accurate and detailed client reports when requested.
People Management: Full management responsibility for associated staff including training and development, recruitment and performance management matters, day to day management, management of daily, weekly, monthly MI to ensure that we can proactively support the business in delivering excellence.
To pursue ‘excellence in customer service’ and maintain client relationships.
To maximise cash flow on properties
To facilitate the integration of the finance team with other areas of the business, ensuring effective communication between departments.
Maintain client relationships to ensure the provision of comprehensive finance requirements in accordance with client contracts.
To attend client meetings and present/report on financial matters.
Any other duties as assigned by your line manager.


 Accounts qualification (CIMA or AAT)
 Ideally, 2 plus years’ experience of working in a similar role
 Experience of building strong working relationships with all internal stakeholders
 Experience of building and managing a team of people
 Experience of running operations across multiple sites
 Experience of working in property Service Charge
 Commercially aware with ability to understand business requirements
 Understanding of databases and the ability to interrogate information
 Excellent communication skills both written and verbal
 Diligent with attention to detail
 Prioritise and manage own workload.
 Excellent customer service skills
 Strong ideas generation and team player, contributing to an effective, efficient process that supports the development of the business
 Results-driven and entrepreneurial
 Innovative and creative
 Energetic and confident
 Structured and organised
 Honesty and integrity
 Good working knowledge of QubePM and/or Propware (desirable)
 Good working knowledge of the different facets of property management (desirable)
 Working knowledge of relevant statutory legislation including RICS code of practice and specifically the requirements of ARMA Q (desirable)

Glu Recruit are an equal opportunities employer.