RQ1508591 – Accessible Housing Technical Support Co-ordinator

Carrington Blake Recruitment; Cardiff; Hybrid; Full time

Job summary

An established industry player is seeking a dedicated Case Management Coordinator to enhance service delivery in housing adaptations. This pivotal role involves managing the entire case process, from initial inquiries to financial completion, ensuring a seamless experience for residents. The successful candidate will coordinate with various teams, maintain essential documentation, and provide performance data to drive service improvements. If you thrive in a dynamic environment and are passionate about delivering excellent customer service, this opportunity is perfect for you. Join a team committed to making a positive impact in the community.

Qualifications

• Experience in case management and customer service is essential.
• Ability to manage performance data and support team members.

Responsibilities

• Coordinate end-to-end case management from initial inquiries to completion.
• Manage customer feedback and ensure high service levels.

Skills

Customer Relationship Management

Case Management

Performance Data Analysis

Team Management

Education

Relevant Degree or Equivalent Experience

Tools

Case Management System

Document Management System

Job description

• £22.99 per hour
• Hybrid 2 days in the office

Job role:

1. Provides co-ordination of the end to end case management from initial enquiries, through to financial completion, acting as the first point of contact for referral agencies, service users and carers in respect of referrals.
2. Ensures referrals input into the case management system undertaking all initial checks including land registry, alongside reviewing all documentation, landlord permissions and OT specifications ahead of allocating to a case officer to undertake the assessment.
3. presents cases for authorization from senior managers and updates case work systems enabling payments to be processed or works undertaken.
4. Supports the Council Housing Adaptations Lead from referral to completion and post completion of works to provide a speedy and effective adaptations service to residents in council housing.
5. Provides regular performance data against the service key success indicators.
6. Works to very tight deadlines in a dynamic and constantly evolving environment to arrange, coordinate and reschedule appointments with residents using a high level of excellent customer relation management to ensure that residents receive a high level of service.
7. Manages customer feedback and instigates remedial action for poor service delivery, maintaining close liaison with the resident and service user.
8. Line manages the Accessible Housing Apprentice, providing a supportive, nurturing and focused learning environment and to support increasing knowledge and skills within the team.
9. This will be a pivotal role in developing and maintaining vital links with other relevant teams within Housing or across the Council as a whole. They will be the first point of contact for all queries in relation to the cyclical maintenance programme.
10. This role will be responsible for maintaining centralised systems including ensuring that all relevant documentation is updated on relevant systems and copies of certification are updated on the document management system.
11. Places orders with contractors, tracks and monitors completions, and raises issues with suitable managers where completions are outside timescales.
12. Develops and maintains good business relationships whilst ensuring good practice, sound financial accounting & statistical work and maintaining the organisation's vision.
13. Responds to solicitor enquiries in a prompt and professional manner with regards to Local Land Charges. This will involve organising repayment of Discretionary Grants and working with Land Charges to remove entries.

Contact: Rebecca Bentum at 02075376007