Complex Case Management Officer

MSV Housing; Manchester; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Car allowance

Home working kit

33 days holiday + bank holidays + buy

Pension up to 10% matched

Health cash plan

Enhanced sick pay

Wellbeing programme

Life assurance

Learning & development

Equality & Inclusion networks

Job summary

MSV Housing seeks a Complex Case Management Officer to own a portfolio of challenging property cases, coordinating investigations, action plans and multi‑agency responses. You will be the primary point of contact for customers, delivering clear communication and supporting them through the resolution process.

Working across Property Care, Neighbourhoods, Compliance and external partners, you’ll deliver joined‑up housing solutions, manage risks around vulnerability and safeguarding, and drive

Qualifications

• Experience managing complex customer cases with positive outcomes.
• Ability to balance competing priorities and influence stakeholders.
• Experience coordinating multi‑agency responses and safeguarding scenarios.

Responsibilities

• Take ownership of a diverse caseload of complex property cases with action plans and multi‑agency responses.
• Be the primary contact for customers, communicating clearly and managing expectations.
• Collaborate with Property Care, Compliance, Neighbourhoods and external partners to deliver joined‑up solutions.
• Identify and manage risks relating to vulnerability, safeguarding, health and safety and compliance.
• Champion learning and improvement to enhance customer experience and regulatory compliance.

Skills

Case management

Stakeholder management

Analytical thinking

Communication skills

Risk assessment

Multi-agency collaboration

Education

Professional qualification or experience

Job description

Do you thrive on tackling complex challenges and making a real difference for customers? We're looking for a proactive and solution-focused Complex Case Officer to take ownership of some of MSV's most challenging property cases, coordinating services, managing risks and driving cases through to successful resolution.

Working across Property Care, Neighbourhoods, Compliance, Complaints and external partners, you'll lead a joined-up approach to cases involving customer vulnerability, disrepair, damp and mould, access issues, safeguarding concerns, legal action and other complex circumstances. You'll be the key point of contact for customers, ensuring they receive a consistent, supportive and customer-focused service while helping MSV meet its regulatory and landlord responsibilities.

This is an exciting opportunity for someone who enjoys problem-solving, building relationships and delivering positive outcomes in a fast-paced and rewarding environment.

What will our Complex Case Management Officer’s do;

• Take ownership of a diverse caseload of complex property cases, coordinating investigations, action plans and multi-agency responses to achieve sustainable outcomes.
• Act as the primary point of contact for customers, delivering clear communication, managing expectations and providing support throughout the resolution process.
• Work closely with Property Care, Compliance, Neighbourhoods, Independent Living and external partners to deliver joined‑up solutions for complex housing and property-related issues.
• Identify and manage risks relating to customer vulnerability, safeguarding, health and safety, compliance and organisational reputation, escalating concerns where required.
• Champion continuous improvement by identifying trends, sharing learning and helping to enhance customer experience, case management practices and regulatory compliance.

What we are looking for;

• Proven experience managing complex customer cases, investigating issues, overcoming barriers and delivering positive outcomes in challenging situations.
• Excellent case management, organisational and communication skills, with the ability to manage competing priorities, influence stakeholders and build strong working relationships.
• Strong analytical, problem‑solving and decision‑making abilities, with confidence in assessing risk and handling difficult conversations professionally.
• Experience working collaboratively across services and partner organisations, ideally supporting vulnerable customers and coordinating multi‑agency responses.
• A relevant professional qualification (or equivalent experience) and commitment to continuous professional development. Experience within social housing, housing condition casework, safeguarding, complaints investigations, Awaab's Law or regulatory compliance would be an advantage.

In addition, we are looking for candidates that have a passion to advocate on behalf of people and communities.

We offer a range of great benefits including:

• Essential car user allowance to support you with car running costs
• Flexibility on where you work with home working kit provided
• 33 days holiday per year plus bank holidays, and a holiday a buy scheme.
• Company pension scheme with up to 10% matched contributions
• Company funded access to a health cash plan, where you can claim back costs of everyday health treatments such as optical, dental and much more.
• Enhanced sick pay with up to 3 months full pay and 3 months half pay
• Health and Wellbeing Support including an employee assistance programme, free counselling, mental health first aiders and numerous wellbeing initiatives
• Life assurance subject to being a member of our company pension scheme.
• Learning and development to support you to develop the skills you need to fulfil your role and progress in your career
• Commitment to Equality and Inclusion with employee network groups covering anti‑racism, LGBTQ+, disability and long‑term health conditions, carers, and menopause.

MSV are committed to Equality and Inclusion all applications are scored against the essential criteria of the role; however, we encourage candidates to submit an ammonised CV if they can do so.

MSV are also committed to supporting you to balance work and life, including with any caring or parental responsibilities you might have, and have a range of flexible working options and wellbeing support available to all colleagues to facilitate this.

If you wish to discuss the roles informally, please contact Gareth Eadsforth, Managing Director of Property Care on 07590961814.

Interview dates are to be confirmed, interviews will be carried out throughout the recruitment process and the role closed if a suitable candidate is found.

We’re passionate about inclusion and we’d love to hear from people from diverse backgrounds for this role.