Senior Housing Case Manager

Who You Are

You are a dedicated professional with a strong understanding of social housing, housing management, and relevant legislation. You possess excellent customer care and people skills, allowing you to communicate effectively across various channels. Your proficiency in handling complaints, situations involving confidential and sensitive matters, and delivering frontline customer services makes you an asset to the team. You are well-organized, attentive to details, capable of working independently, and passionate about equality and diversity.

What the Job Involves

In this role, you will ensure effective prioritization and management of caseloads within the Tenancy and Estates Team. You will provide high-level advice and oversee the recording and management of all customer interactions on the Open Housing System. You'll be responsible for complex casework, team learning, development, and updating policies with the Case Manager Lead. This role involves developing team plans, working with various teams to ensure compliance and health and safety standards, responding to complaints, preparing reports, and ensuring the implementation of safeguarding practices. You will also manage team administration, maintain housing records, and facilitate communication with customers and partners.

Skills

• Strong understanding of social housing and housing management
• Excellent customer care and communication skills
• Knowledge of data protection, health and safety, welfare benefits
• Organizational and administrative skills
• Proficiency in Microsoft Word, Excel, Outlook
• Accuracy, attention to detail, and numerate
• Ability to prioritize, work as part of a team, and use initiative
• CIH Level 4 qualification or working towards it
• 5 GCSEs (grades A to C) including English and Maths, NVQ Level 4, or equivalent experience
• Experience in frontline customer services and handling complaints