Job Title: Case Management Officer
Contract Type: Fixed Term Contract for 12 Months
Salary: £36,069.96 per annum (£40,424.54 per annum is achieved after 12 months successful performance in the role)
Working Hours: 35 Hours per week
Working Pattern: Monday- Friday, Hybrid
Location: Speke, Estuary Boulevard, Liverpool
If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.
The difference you will make as a Case Management Officer
The Case Management Officer will have a key role in addressing the required improvement in managing Legal Disrepair cases, encouraging alternative resolution to litigation by communicating, carrying out thorough investigations, supporting where necessary to challenge claims were there is no validity. To provide excellent customer service and compliance with The Riverside Group’s (TRG) Case management team KPI’s through a solution focused approach
TRG work collaboratively with all stakeholders in addressing incoming letters of claims, in line with the legal and non-legal frameworks. The successful candidate will hold a caseload involving disrepair work, managing the end-to end process from Letter of Claim to Closure.
The ideal candidate will be of an investigative nature with great attention to detail. Taking ownership of responsibility in supporting the needs of the service whilst displaying the ability to work in a team, in addition to being a great communicator and negotiator as the role will re-quire the production of correspondence to advocates and contractors to deal with outstanding repair works and negotiating settlement on behalf of TRG.
About you
We are looking for someone with
• Significant understanding of working with different IT systems relevant to role including client systems
• Understanding of the disrepair protocol within Housing including time constraints & penalties
• Ability to interpret and apply contractual SLA’s & KPI obligations to inform appropriate course of action with customer complaints
• Ability to show initiative and propose solutions to issues identified
Why Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
• Competitive pay & generous pension
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits
Diversity and Inclusion at Riverside:
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.
This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.
Applications may close before the deadline, so please apply early to be considered.
Role Profile
Role requires you to be responsible for the management of effective handling of property disrepair claims against TRG, including litigation and the resolution and settlement of complaints.
• Assist in the Management of Legal Disrepair cases in line with the Legal Disrepair Protocol.
• Court Paper preparation, including the drafting of witness statements, reviewing defense statements, and attending court hearings nationally to represent TRG as a witness.
• Provide support to all other departments with Disrepair and complex repair related issues.
• Deliver effective customer and solicitor liaison to manage outstanding repair /claims through to resolution, ensuring all case actions are implemented to mitigate financial liability on behalf of TRG.
• Lead on negotiations with Panel Solicitors for case settlement, which includes the assessment of financial redress via the Quantum of Liability.
• Manage all customer and any third-party advocate disputes and complaints, from initial contact through to resolution.
• Review lessons learned and feedback on S11 claims to inform service improvement and customer outcomes across TRG repair deliver.
• Disrepair Team Management of Environmental Protection Claims or HHSRS Category One Hazard Decants
• To assist in identifying trends through analysis and reporting.
• To liaise and assist the contractors in completing repairs to a high standard.
• To work within TRG’s procedures for Legal Disrepair Protocol.
• To participate actively in, taking responsibility for ensuring the delivery of service.
• Develop and maintain effective client arrangements with Legal service providers and contractors to ensure delivery of an effective and coordinated service.
• To assist in identifying issues requiring a management input to ensure that effective solutions are developed and implemented.
• To work with the Repairs Manager to drive delivery of key performance indicators.
• Meet or exceed the response rate required within the legal disrepair protocol
• Ensure solicitor and resident letters are concise and comprehensive and meet the quality standards met.
• Ensure all financial records relating to cases are recorded upon closure and legal costs are kept to a minimum.
• Evidence that you have strong communication channels with internal and externals customers.
• Meet or exceed the deadlines of notification and ensure that all systems are updated to reflect actions carried out.
• Work collaboratively, manage relationships and deadlines provided with contractors and key stakeholders to deliver an excellent customer experience during the case.
• Maintain and improve knowledge and skills to best carry out the role and represent the best interests of TRG and its customers.
• Identify improvement areas and assist in developing strategies that will enhance the customer experience and contribute to the value for money initiative.
• Show initiative and tenacity in ensuring that cases are followed through to resolution and lessons learned are identified and implemented.
• The post holder may be directed by their line manger to carry out other duties and responsibilities in line with post, grade, skills, knowledge, and experience.
Person specification
Knowledge, Skills and Experience
Essential
• Significant understanding of working with different IT systems relevant to role including client systems
• Understanding of the disrepair protocol within Housing including time constraints & penalties
• Ability to interpret and apply contractual SLA’s & KPI obligations to inform appropriate course of action with customer complaints
• Ability to show initiative and propose solutions to issues identified
• Proven track record of providing an excellent level of customer service
• Ability to deal with difficult & challenging customers
• Adopting a methodical approach with the ability to problem solve to achieve results
• Resolving issues adopting a pragmatic and assertive manner whilst maintaining great interpersonal skills
• Being able to plan and manage own workload.
• Be empathic and consider all complaints from an equal footing
• Providing direction to disrepair resource with a view to achieving results
• Handling and administering complaints and disrepair cases through to completion
• Customer focused with strong written and verbal communication skills, with the ability to work at all levels within the business, to include providing clear instruction to others with timescales
• Being flexible and adaptable with the objective of prioritising tasks & using time management skills to deliver results in a fast-paced environment, integrating ad hoc project work alongside existing work.
• Capturing, analysing and presenting data with the production of regular statics
• Regular general reviews to enhance both the service provided by TRG and general enhancement of the disrepair process.
Desirable
• Basic understanding of property related legislation, including Disrepair, FFHHA, HHSRS, Party Wall Act and Environmental Health Act
• Experience of attending court hearings and witness representation
• Social Housing Qualification
• Knowledge of diagnosing & logging repairs including the interpretation and analysis of job history with attention to detail