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Case Management Team Leader
2 months ago
We are seeking an experienced Case Management Team Leader to join our Asset Management team at Riverside. As a key member of our team, you will be responsible for leading and managing a team of Case Management Officers to deliver a high-quality service to our customers.
Key Responsibilities- Lead and manage a team of Case Management Officers to ensure the delivery of 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 and work closely with colleagues to improve the customers experience within the service, acting as a point of escalation within the Case Management Team.
- 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 and ensuring escalated and sensitive cases are given priority by the team.
- 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, the 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 – newsletters and the Disrepair SharePoint page content.
- Assist with effective liaison, support and assistance between the wider Asset Services team and rest of 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.
- Candidate must have experience of managing a team within a Repairs or Customer Service environment dealing with Disrepair legal matters, complex enquiries, complaints, and Case Management to dispute resolution.
- Extensive experience in the housing sector, ideally working within a customer focused Asset Management team.
- Results driven and commercially aware with a focus on continuous improvement and the ability to drive change.
Riverside is a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we've been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you'll enjoy:
- Competitive pay & generous pension
- 28 days holidays plus bank holidays
- Flexible working options available
- Investment in your learning, personal development and technology
- A wide range of benefits
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.
