Senior Complex Case Resolution & Intervention Lead

Mosscare St Vincents Housing (MSV Housing); Manchester; Hybrid; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Car allowance

Home working kit

Holiday + bank holidays

Pension with matched contributions

Health cash plan

Enhanced sick pay

Employee assistance programme

Life assurance

Learning & development

Equality & Inclusion networks

Job summary

Mosscare St Vincents Housing (MSV Housing) seeks an experienced Resolution and Intervention Manager to lead the Complex Case Management Service. You will oversee high-risk property cases, coordinate across Property Care, Neighbourhoods, Compliance and Complaints, and drive timely, sustainable resolutions with a customer-focused approach.

You will champion proactive interventions, manage governance and regulatory requirements, and influence improvements across teams while advocating for

Qualifications

• Proven experience leading and developing high-performing teams within housing, property services, customer services or a similar operational environment.
• Strong track record of managing complex, high-risk cases balancing customer needs, safeguarding, regulatory requirements and priorities.
• Excellent leadership, communication and stakeholder management skills across multiple teams.
• Strong problem-solving, decision-making and data-informed service improvements.
• A relevant professional qualification (CIH preferred) or willingness to work towards one.

Responsibilities

• Lead and inspire the Complex Case Management Team with high-quality case management and strong performance.
• Oversee a portfolio of complex, high-risk property cases and drive timely resolutions.
• Coordinate cross‑functional responses with partners to deliver joined‑up solutions.
• Manage risk, governance and regulatory compliance with clear accountability and escalation.
• Champion proactive, customer‑focused approaches and keep customers informed throughout.

Skills

Leadership

Stakeholder management

Team development

Risk management

Communication

Decision making

Education

CIH qualification

Relevant professional qualification

Job description

Mosscare St Vincents Housing (MSV Housing) seeks an experienced Resolution and Intervention Manager to lead the Complex Case Management Service. You will oversee high-risk property cases, coordinate across Property Care, Neighbourhoods, Compliance and Complaints, and drive timely, sustainable resolutions with a customer-focused approach.

You will champion proactive interventions, manage governance and regulatory requirements, and influence improvements across teams while advocating for