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Legal Disrepair Officer

2 months ago

Liverpool, Liverpool, United Kingdom Riverside Full time

About the Role

We are seeking a highly skilled and experienced Case Management Officer to join our team at Riverside. As a Case Management Officer, you will play a key role in addressing the required improvement in managing Legal Disrepair cases, encouraging alternative resolution to litigation by communicating, carrying out thorough investigations, and supporting where necessary to challenge claims where there is no validity.

Key Responsibilities

  • Assist in the management of Legal Disrepair cases in line with the Legal Disrepair Protocol.
  • Court paper preparation, including the drafting of witness statements, reviewing defense statements, and attending court hearings nationally to represent TRG as a witness.
  • Provide support to all other departments with Disrepair and complex repair-related issues.
  • Deliver effective customer and solicitor liaison to manage outstanding repair/claims through to resolution, ensuring all case actions are implemented to mitigate financial liability on behalf of TRG.
  • Lead on negotiations with Panel Solicitors for case settlement, which includes the assessment of financial redress via the Quantum of Liability.
  • Manage all customer and any third-party advocate disputes and complaints, from initial contact through to resolution.
  • Review lessons learned and feedback on S11 claims to inform service improvement and customer outcomes across TRG repair deliver.
  • Disrepair Team Management of Environmental Protection Claims or HHSRS Category One Hazard Decants.
  • To assist in identifying trends through analysis and reporting.
  • To liaise and assist the contractors in completing repairs to a high standard.
  • To work within TRG's procedures for Legal Disrepair Protocol.
  • To participate actively in, taking responsibility for ensuring the delivery of service.
  • Develop and maintain effective client arrangements with Legal service providers and contractors to ensure delivery of an effective and coordinated service.
  • To assist in identifying issues requiring a management input to ensure that effective solutions are developed and implemented.
  • To work with the Repairs Manager to drive delivery of key performance indicators.
  • Meet or exceed the response rate required within the legal disrepair protocol.
  • Ensure solicitor and resident letters are concise and comprehensive and meet the quality standards met.
  • Ensure all financial records relating to cases are recorded upon closure and legal costs are kept to a minimum.
  • Evidence that you have strong communication channels with internal and external customers.
  • Meet or exceed the deadlines of notification and ensure that all systems are updated to reflect actions carried out.
  • Work collaboratively, manage relationships and deadlines provided with contractors and key stakeholders to deliver an excellent customer experience during the case.
  • Maintain and improve knowledge and skills to best carry out the role and represent the best interests of TRG and its customers.
  • Identify improvement areas and assist in developing strategies that will enhance the customer experience and contribute to the value for money initiative.
  • Show initiative and tenacity in ensuring that cases are followed through to resolution and lessons learned are identified and implemented.

Person Specification

Knowledge, Skills and Experience

Essential

  • Significant understanding of working with different IT systems relevant to role including client systems.
  • Understanding of the disrepair protocol within Housing including time constraints & penalties.
  • Ability to interpret and apply contractual SLA's & KPI obligations to inform appropriate course of action with customer complaints.
  • Ability to show initiative and propose solutions to issues identified.
  • Proven track record of providing an excellent level of customer service.
  • Ability to deal with difficult & challenging customers.
  • Aadopting a methodical approach with the ability to problem solve to achieve results.
  • Resolving issues adopting a pragmatic and assertive manner whilst maintaining great interpersonal skills.
  • Being able to plan and manage own workload.
  • Be empathic and consider all complaints from an equal footing.
  • Providing direction to disrepair resource with a view to achieving results.
  • Handling and administering complaints and disrepair cases through to completion.
  • Customer focused with strong written and verbal communication skills, with the ability to work at all levels within the business, to include providing clear instruction to others with timescales.
  • Being flexible and adaptable with the objective of prioritising tasks & using time management skills to deliver results in a fast-paced environment, integrating ad hoc project work alongside existing work.
  • Capturing, analysing and presenting data with the production of regular statistics.
  • Regular general reviews to enhance both the service provided by TRG and general enhancement of the disrepair process.

Desirable

  • Basic understanding of property related legislation, including Disrepair, FFHHA, HHSRS, Party Wall Act and Environmental Health Act.
  • Experience of attending court hearings and witness representation.
  • Social Housing Qualification.
  • Knowledge of diagnosing & logging repairs including the interpretation and analysis of job history with attention to detail.