Case Manager

TN United Kingdom; Exeter; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

Join a leading company as a Property Enquiries Case Manager, where you will deliver exceptional customer service while managing property-related queries. This role involves collaboration with various stakeholders and requires strong analytical skills. Enjoy a hybrid working arrangement with the opportunity to make a significant impact in the Estates and Facilities Management division.

Qualifications

• Proven experience with diverse stakeholders and strong communication skills.
• Ability to analyze and interpret information effectively.

Responsibilities

• Investigating and resolving property and land queries.
• Collaborating with solicitors and managing agents.
• Maintaining accurate property and financial records.

Skills

Communication

Analytical Skills

Customer Service

Tools

Computerised Mapping Systems

Job description

We have an exciting opportunity for a highly motivated individual with a passion for delivering excellent customer service. As a Property Enquiries Case Manager, you will be part of a national customer-facing team within the Estates and Facilities Management division.

In this role, you will work with internal and external customers, including managing agents, legal teams, other government departments, and the public. Your responsibilities will include researching and responding to customer queries related to the National Highways estate.

The role involves resolving various queries such as land ownership, fly tipping, access rights, and trespass on land around our network of motorways and major roads. You will use your analytical skills to gather and interpret geospatial, legal, and property-related data in line with legislation and policy.

This position offers a hybrid working arrangement, with an office base within one of our National Highway offices. Travel to and work from the Exeter office twice a week will be required.

This is a 10-month fixed-term contract.

Key Responsibilities:

1. Providing excellent customer service by investigating and resolving property and land queries related to the company's estate, and advising customers, stakeholders, and the organization about land ownership.
2. Collaborating with solicitors, managing agents, and Local Highway Authorities to support the resolution of Health and Safety incidents.
3. Interpreting property law, statutory legislation, and orders to manage cases.
4. Managing customer expectations and closing property queries to meet business targets, while prioritizing workload according to changing priorities.
5. Maintaining accurate property, financial, and administrative records, complying with statutory requirements and internal procedures, and identifying health, safety, and welfare risks.

About You:

1. Proven experience working with diverse internal and external stakeholders, with strong communication skills to deliver excellent customer service.
2. Ability to analyze and interpret relevant information, make informed decisions, and communicate complex information effectively to non-technical audiences.
3. Proficiency in using computerised mapping systems for case management, finance, and document management.
4. Strong focus on delivery, demonstrating initiative in prioritizing workload within tight deadlines.
5. High attention to detail and accuracy in all work aspects.

About Us:

At National Highways, we manage and improve England's motorways and major A roads, ensuring safer, smoother, and more reliable journeys for our customers. Our core values are passion, integrity, safety, teamwork, and ownership, guiding our priorities of safety, customer satisfaction, and delivery.

Our Business Services team supports the efficient operation and growth of the strategic road network by providing essential services such as procurement, finance, HR, IT, and strategic planning. We help deliver high-quality infrastructure and services, ensuring safety, sustainability, and stakeholder satisfaction.

External candidates will start at the lower end of the pay scale, while current employees will be appointed according to our pay policy.

We are committed to diversity and welcome applicants from all backgrounds.