Resolution and Intervention Manager

Mosscare St Vincent's; United States; Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Essential car allowance

Home working kit provided

33 days holiday + bank holidays + buy‑

Company pension up to 10% matched

Health cash plan

Enhanced sick pay

Health & Wellbeing support

Life assurance

Learning and development

Equality & Inclusion networks

Job summary

Mosscare St Vincent's is seeking an experienced Resolution and Intervention Manager to lead the Complex Case Management Team, delivering high-quality, customer-focused outcomes for high-risk property cases.

You will coordinate across Property Care, Neighbourhoods, Compliance and Complaints, drive risk management and ensure escalation is handled efficiently, while advocating for vulnerable customers and communities.

Qualifications

• Led and developed high-performing teams in housing/property/services/compliance or similar.
• Managed complex/high-risk cases balancing customer needs, safeguarding, regulation and priorities.
• Excellent leadership, communication and stakeholder management; collaborate across teams and partners.
• Strong problem-solving, decision-making and organisation; manage competing priorities and drive service improvements using data.
• Relevant professional qualification or equivalent experience; CIH qualification preferred or willingness to pursue it.

Responsibilities

• Lead and inspire Complex Case Management Team for high-quality outcomes.
• Oversee portfolio of complex, high-risk property cases; drive timely resolutions.
• Coordinate multi-disciplinary responses across internal teams and external partners to remove barriers.
• Manage risk, governance and regulatory compliance with clear accountability and escalation.
• Champion proactive, customer-focused approaches and keep customers informed throughout their journey.

Skills

Team leadership

Complex/high-risk case management

Stakeholder management

Problem solving & data use

Professional qualification / PD

Job description

We're looking for an experienced and passionate leader to manage the day-to-day delivery of MSV's Complex Case Management Service. You'll oversee high-risk property cases involving vulnerability, disrepair, access challenges, legal action and regulatory compliance, ensuring customers receive a coordinated and customer-focused service. Working across Property Care, Neighbourhoods, Compliance and Complaints, you'll lead a specialist team to drive case resolution, manage risk and deliver positive outcomes for customers. This is a unique opportunity to shape best practice, influence organisational improvements and make a real difference in some of our most complex and challenging cases. In addition, we are looking for candidates that have a passion to advocate on behalf of people and communities.

What will our Resolution and Intervention Manager do

• Lead and inspire the Complex Case Management Team, ensuring high-quality case management, strong performance and exceptional customer outcomes.
• Oversee a portfolio of complex, high-risk property cases, providing direction, challenge and support to drive timely and sustainable resolutions.
• Coordinate multi-disciplinary responses across Property Care, Neighbourhoods, Compliance, Complaints and external partners to remove barriers and deliver joined-up solutions.
• Manage risk, governance and regulatory compliance, ensuring robust case planning, clear accountability and effective escalation of property, health and safety and customer welfare concerns.
• Champion proactive and customer-focused approaches, building strong partnerships, driving early intervention and ensuring customers remain informed and supported throughout their journey.

If you wish to discuss the roles informally, please contact Gareth Eadsforth, Managing Director of Property Care on (phone number removed).

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.

Qualifications

• Proven experience leading and developing high-performing teams within housing, property services, customer services, compliance or a similar operational environment.
• A strong track record of managing complex and high-risk cases, balancing customer needs, safeguarding responsibilities, regulatory requirements and organisational priorities.
• Excellent leadership, communication and stakeholder management skills, with the ability to influence, collaborate and deliver results across multiple teams and partners.
• Strong problem-solving, decision-making and organisational skills, with experience managing competing priorities, driving service improvements and using data to enhance performance.
• A relevant professional qualification (or equivalent experience), commitment to continuous professional development, and ideally a CIH qualification or willingness to work towards one.

Benefits

• 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.