Senior Case Manager

5 Star Recruitment; Taunton; On-site; GBP 26,000 - 32,000; Full time

Job summary

The Council is seeking a capable tenancy and estates administrator to prioritise caseloads, provide high-level housing advice, and ensure all customer contact is recorded on the Open Housing System. You will support the Case Manager Lead, help develop policies, and contribute to learning and development of the team, while safeguarding and compliance are kept at the forefront.

Experience in social housing and frontline customer service is essential.

Qualifications

• CIH Level 4 or working towards it.
• Minimum of 5 GCSEs including English and Maths.
• NVQ Level 4 or equivalent, or significant housing experience.
• Experience dealing with the general public and vulnerable customers.
• Experience delivering frontline customer services.
• Experience in an administrative role.
• Experience recording and maintaining accurate statistical information.
• Experience triaging enquiries and signposting clients.
• Experience working within the housing sector.
• Experience using computerised invoice/order systems.

Responsibilities

• Prioritise and manage caseloads in tenancy and estates work.
• Provide high level advice and information on tenancy matters.
• Record all customer contact on the Open Housing System.
• Assist the Case Manager Lead with administrative tasks.
• Support learning and development of the team.

Skills

Customer care

Communication

Organisation

Numeracy

Team player

Education

CIH Level 4

GCSEs including English & Maths

NVQ Level 4 or equivalent / significant housing experience

Tools

Microsoft Word

Excel

Outlook

Case management systems

Job description

To ensure the Tenancy and Estates Team are effectively prioritising and managing caseloads of work and responding to housing related enquiries and actions. To ensure that all contact with our customer is recorded on the Open Housing System and appropriate advice and support provided to tenancy officers in addressing tenant issues, giving advice and personally taking on and managing more complex case work and complaints. Work closely with the Case Manager lead to ensure that policies and procedures are written and kept up to date and fit for purpose. Ensure learning and development of the team.

Corporate Responsibilities

Understand, uphold, and promote the aims of the councils equality, diversity, and inclusion policies; health, safety and wellbeing of self and others; and Organisational values in everything you do. Equality and Diversity practice covers both interaction with staff, service users and communities and includes challenging discrimination and promoting equality of opportunity for all.

Advice and Information

Provide high level advice and information in relation to tenancy and estate management, having a good oversight of housing law; current legislation and new initiatives that are coming through. Understanding of tenancy and estates policies and procedures, looking to improve, lean and update where necessary. Ensuring relationships are maintained with all our multi agency partners. Ensuring safeguarding practices are adhered to and that the customers is at the heart of everything we do.

Administration

Assist the Case Manager Lead with the administrative aspects of managing the tenancy and estates cases. Provide comprehensive administrative support to the Tenancy and Estate Team, ensuring tenant enquires are actioned in a timely manner,

Qualification/Knowledge/Experience/Skills

• Good understanding of the social housing; with a strong emphasis in housing management
• An awareness of the Data Protection Act
• An awareness of Health and safety in a social housing setting.
• An awareness of welfare benefits and welfare reform
• An awareness of the role of Registered Providers and Supported Housing
• Experience of dealing with complaints and rolling out learning outcomes
• Knowledge of working within Housing management, tenancy, and estates
• Excellent customer care and people skills and an ability to communicate well both face to face, by email and by telephone.
• Ability to deal with confidential and sensitive matters with a wide range and spectrum of people in varying circumstances.
• Good organisational and administrative skills
• Good IT skills including the use of Microsoft Word, Excel, and Outlook as well as case management systems.
• Accuracy and attention to detail
• Numerate
• Ability to prioritise, manage own workload, and meet deadlines.
• Ability to work as part of a team, be flexible, use own initiative and work with limited supervision.

Qualifications/Experience Essential

• CIH Level 4 or can demonstrate that you are working towards it.
• Minimum of 5 GCSEs at grades A to C (including English and Maths), NVQ Level 4 or
• equivalent, or significant relevant experience within housing; local authority or registered providers.
• Experience of dealing with the general public and in particular vulnerable customers
• Experience of delivery of frontline customer services
• Experience of working in an administrative role
• Experience of recording and maintaining accurate statistical information

Experience of effectively triaging enquiries and signposting clients where appropriate

Experience of working within the housing sector

Experience of computerised invoice/order systems