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Horsham
William Purnell

William Purnell

Senior Service Charge Analyst

Home Services / Social Care

Horsham, Horsham District, West Sussex

Social


About William Purnell:

I am a highly motivated and results-oriented individual with a strong passion for data & technology and a proven ability to lead teams and deliver exceptional customer service. My background includes successfully building and leading a new service charge team from the ground up, demonstrating strong leadership, communication, and problem-solving skills, while also building rapport with customers and colleagues. My background in sales and management has further equipped me with strong business acumen. I am a quick learner with a keen interest in data & technology and media, and I am eager to contribute my skills and experience to a challenging and rewarding role

Experience

Service Charge Analyst | Southern Housing | June 23 - Present

  • Analyzed service charge budgets and actual costs for a portfolio of 80,000 residential properties.
  • Successfully caught up after a 3-year backlog of Service Charge Actuals.
  • Reduced Estimate v Actual Variance.
  • Reconciled service charge accounts, and liaised with third party auditors ensuring accurate and timely billing to residents.
  • Utilized Orchard Housing MRI, Customer Dynamics CRM, Bluebox/Tramps, Proactis and Sun Finance, as well as SQL server and Advanced Microsoft Excel.
  • Prepared for and represented the company at Tribunal Hearings.
  • Gained a practical working understanding of service charge and housing law. Including Section 20 Consultations, S20b Notices, Leasehold Reform, Fire Safety Management, Contract law (in relation to leases and tenancy agreements) and more.
  • Implemented new Systems, Policies, and Procedures to ensure we give the best service to our residents as well as looking after the company and staff.
  • Investigated and resolved resident queries and disputes regarding service charge charges.
  • Prepared and presented complex financial information to residents and stakeholders.
  • Contributed to the development and improvement of service charge processes and procedures.

CUSTOMER ACCOUNTS ADVISOR, SOUTHERN HOUSING GROUP, 2021 - PRESENT
The Southern Housing Group allowed me step in to the housing industry, and I absolutely love it.
I joined the accounts team and was responsible for residents rent and service charge payments. This job has a debt
recovery element as many resident are in arrears, However I work as a specialist for proactive work for our home
ownership team which covers leasehold, shared ownership and freehold properties. This proactive work involves
contacting the residents to discuss there finances and that of there account with us. I found the best way to do this
was to build a repour with the home owner.
During my time in this role I have been able to work with the home ownership management team, meaning I have built a
good understanding of all things home ownership. This has been an amazing and educational challenge.
ACCOUNT MANAGER, TLC ELECTRICAL, 2017 - 2021
In this role I worked as a part of a small team in the head office. We as a team are responsible for supporting the 36
branch managers and their staff to produce the highest level of customer service and satisfaction.
More specifically my role found me dealing with larger clients and quoting for jobs. This meant I had to communicate
with senior leadership and directors of the company and liaise with the client. I have been labelled some what of a
product guru as my fascination and keen eye for detail has left me researching and building a vast knowledge of the
products we sell. This role has been especially helpful in building upon the management skills I’ve learned in previous
jobs and applying them to a much larger structure.
STORE MANAGER, SHAKEAWAY HORSHAM, 2014 - 2017
In this job I gained a vast amount of knowledge and practical experience in management and administration.
As the store manager I am responsible for a team of staff to ensure the smooth running of the shop.
Communication had been a big part of this role. Monthly I would arrange a team meeting after opening hours with the
team to discuss sales and how we can improve together in efficiency and service. I was in frequent communication
with the store franchise owner to review how the company is doing financially, how each staff member is performing
and to arrange interviews for any upcoming vacancies.
I have been involved with the administrative side of this job. This includes, creating rotas, calculating wages and
finalising payroll. I was also responsible for ordering stock into the shop dependant on what we require at given times
and completing stock counts on a monthly basis.
VOLUNTEER, KINGDOM FAITH, HORSHAM, 2011-2013
It was a great opportunity to be able to serve in such a fantastic place. In this role, I have been a caterer with a great
team, I have also been involved in music and sound technology, from playing drums to recording and sound mixing as
well as leading teams of people in community action programmes which varied from youth drop in centres to open mic
nights to feeding the poor and working with the homeless.
I was also part of a pastoral care team for prisoners as well as being involved in the day to day running of the local
church.
DIXONS CARPHONE, 2009-2014
I started at Dixon’s shortly after I finished my studies as a tv sales man. After a short time I was moved up to team
leader for the photographic department due to the nature of my studies, hobbies and a proven sales record. As my time
with the company went on, they launched knowhow as a technical service and repair section. It was an honour to be
involved in the launch and not just run the team within my branch but have my branch be the pioneer for the rest of the
company. My time with this company was invaluable and largely shaped how I work and manage even to this day. As
well as allowing me to be part of this major development as a company, Dixons spent time and money developing me,
sending me on multiple training courses covering anything from cash management to leadership and sales techniques.
VOLUNTEER, ELIM CHURCH CRAWLEY, 2018 - PRESENT
Being part of this church is to be part of a community I am very grateful for. People that will love, surround and support
you. As well as being involved in events I volunteer as a member of the broadcast team. Using the focus of my studies
to broadcast the church service in the homes of our congregation and/or anyone else in the world that wishes to
watch. Myself and the team aim to create the highest quality production within our means to make the experience as
meaningful and engaging as possible. As a part of this, I also take a lead role in graphic design within the church. It is
an honour to serve the church but also, all of this experience can easily translate in skills that can be used outside of
the church itself.

 

Education

Foundation Degree in
Moving Imagery
Higher and National
Diploma in Media
Diploma in Leadership
5 GCSE’s at C or above
A City and Guilds in
Mathematics

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