Case Management Team Leader

3 days ago

Liverpool, Liverpool, United Kingdom Riverside Full time
About the Role

We are seeking an experienced Case Management Team Leader to join our team at Riverside. As a key member of our Asset Management team, you will play a crucial role in developing and implementing a robust case management service for legal disrepair, ensuring compliance, customer satisfaction, and achievement of our obligations.

Key Responsibilities
  • Lead and manage a team of Case Management Officers to deliver a high-quality service, developing and implementing operational objectives, including key performance indicators, to underpin the Asset Management Strategy.
  • Manage all customer and colleague contacts, enquiries, complaints, and feedback processes on behalf of the Disrepair team, working closely with colleagues to improve the customer experience within the service.
  • Monitor the Case Management team performance, develop individual targets, and monitor individual performance to ensure that complaints, enquiries, and Disrepair cases are responded to within agreed timescales.
  • Manage client relationships with legal service providers to ensure delivery of an effective service, driving cost reduction and high standards of customer service.
  • Support Case Management Officers with escalated complex cases, including court paper preparation, drafting of witness statements, reviewing defense statements, and attending court hearings nationally to represent the group as a witness.
  • Oversee compliance for all complaints within the Disrepair Team, working alongside colleagues in undertaking complaint case reviews and recording lessons learned.
  • Lead on any requirement for business communications, including newsletters and the Disrepair SharePoint page content.
  • Assist with effective liaison, support, and assistance between the wider Asset Services team and the rest of the organisation.
  • Develop and implement process mapping, guidance, and maintain knowledge articles for customer service centre relating to Team activities.
  • Provide support to all other departments with Disrepair and complex repair-related issues.
  • Work collaboratively, managing 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 the group 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.
Person Specification

We are looking for someone who has:

  • Customer-focused with excellent written and verbal communication skills, with the ability to work at all levels within the business.
  • Good communication skills and developing working relationships with colleagues across an organisation.
  • Excellent attention to detail and evidence of using sound judgement when making effective decisions.
  • Experience monitoring and tracking service levels, setting and monitoring team and individual performance targets, including dealing with underperformance.
  • Results-driven with strong analytical skills, including the ability to critically analyse complex information, and experience of providing meaningful management information.
  • Delivering training and support to colleagues.
  • Ability to work under pressure, deliver to strict deadlines, and manage conflicting priorities.
Desirable
  • Good understanding of property-related legislation, including Disrepair, FFHHA, HHSRS, Party Wall Act, and Environmental Health Act.
  • Social Housing Qualification.
  • Knowledge of diagnosing and logging repairs, including the interpretation and analysis of job history with attention to detail.

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