Case Management Officer

Multi Trades Recruitment; Ealing; On-site; GBP 40,000 - 60,000; Full time

Job summary

A recruitment agency is seeking an experienced Case Management Officer to support a housing provider in managing complex property cases. You will oversee case management from inception to completion, ensuring compliance with legal standards and customer satisfaction. The ideal candidate has at least 2 years of experience in case management, strong knowledge of housing legislation, and excellent communication skills. This role offers 35 hours per week with a pay rate of £18.84 per hour.

Qualifications

• Minimum 2 years' experience in case management or project management work.

Responsibilities

• Manage complex property cases including legal disrepair and home improvement requests.
• Act as the customer's dedicated point of contact, resolving concerns.
• Coordinate stakeholders to ensure efficient and cost-effective repairs.

Skills

Strong knowledge of current housing legislation and case law

Excellent customer service and communication skills

Experience working within a responsive repairs environment

Ability to problem solve and understand complex customer needs

Strong organisation skills

Confident decision-maker

Ability to manage internal and external partner relationships effectively

Good IT skills, including Outlook, Word and Excel

Education

GCSE level (Maths & English A-C or equivalent)

CIH Membership or willingness to study towards

Job description

Case Management Officer

Location: Staines or Ealing Office

Hours: 35 hours per week

Contract: 12-week initial contract

Start: ASAP

Pay: £18.84 per hour

Multi Trades Recruitment are looking for an experienced Case Management Officer to support a large housing provider with specialist property cases and complex repair workflows. This is a key role providing end-to-end case management across legal disrepair, HHSRS (Awaab's Law), Aids & Adaptations, latent defects, access issues and customer improvement requests.

About the Role

You will manage a caseload of specialist property projects from initial creation through to completion, ensuring all milestones, legal requirements, safety regulations and customer expectations are met. Working closely with Surveyors, operational teams, and external partners, you will ensure repairs progress efficiently and customers receive clear communication throughout.

Key Responsibilities

• Manage complex property cases including legal disrepair, HHSRS (Awaab's Law), Aids & Adaptations, latent defects, and home improvement requests.
• Act as the customer's dedicated point of contact, managing expectations, providing updates, and resolving concerns.
• Work collaboratively with Surveyors to remove barriers and ensure repair works progress on schedule.
• Handle HHSRS cases in line with legislation and required timescales.
• Coordinate internal and external stakeholders to deliver repairs in the most efficient and cost-effective manner.
• Manage legal access cases for works, liaising with operational teams.
• Work with the Decant Team to minimise disruption and cost when moves are required.
• Investigate resident complaints and provide and.
• Maintain accurate updates on IT systems and manual records for reporting and case tracking.
• Support vulnerable and diverse tenants, making referrals to internal/external services where needed.
• Manage Aids & Adaptations cases in line with the organisation's policy.

Requirements

Qualifications

• Educated to GCSE level (Maths & English A-C or equivalent).
• CIH Membership or willingness to study towards (desirable).
• Minimum 2 years' experience in case management or project management work.

Knowledge & Skills

• Strong knowledge of current housing legislation and case law.
• Excellent customer service and communication skills, with the ability to translate technical information clearly.
• Experience working within a responsive repairs environment.
• Ability to problem solve and understand complex customer needs.
• Strong organisation skills and ability to work under pressure.
• Confident decision-maker with the ability to influence outcomes.
• Ability to manage internal and external partner relationships effectively.
• Good IT skills, including Outlook, Word and Excel.

If interested, please apply and if more information required call Sam on (phone number removed)