Job Title: Case Management Team Leader
Contract Type: Permanent
Salary: £49,850.21 per annum
Working Hours: 35 Hours per week
Working Pattern: Monday-Friday/Hybrid
Location: 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’ll make as a Case Management Team Leader
You will Support the Healthy Homes and Repairs Manager to provide a high-quality customer focused service and ensure team compliance with The Riverside Group’s Disrepair KPI’s through a solution focused approach You will lead the Case Management Officers and Technical Coordinators in managing all customer and colleague enquiries around complex repairs, legal and non-legal disrepair cases, complaints. To include liaison with internal and external stakeholders and any support function associated within the technical repair team relating to service delivery.
About you
We are looking for someone with:
- Experience of managing a team within a Repairs or Customer Service environment dealing with complex enquiries, complaints, and Case Management to dispute resolution.
- Extensive experience in the housing sector, ideally working within a customer focused Asset Management team.
- Results driven and commercially aware with a focus on continuous improvement and the ability to drive change.
- Customer focused with excellent written and verbal communication skills, with the ability to work at all levels within the business.
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.
Applications may close before the deadline, so please apply early to avoid disappointment.
We encourage you to apply even if you don't meet all the criteria on the job description, at Riverside we recruit to potential not just on skills and experience.
Role Profile
- Provide day to day operational management of the Case Management Officers and Technical Coordinators.
- Champion the customer and lead by example, role modelling Our Riverside Way values, to create a strong customer focused culture. Provide expert advice, support, and guidance to teams across the business about legislative and regulatory requirements and quality control of action plans to ensure that they are SMART, and effective arrangements are in place to ensure delivery.
- Ensure that Our Riverside Way values and behavioural expectations are clearly understood and
considered by the team, in their decision making and actions, reinforcing and influencing them through all interactions and processes.
- Assist with effective liaison, support and assistance between the wider Asset Services team and rest of organisation.
- Develop and implement process mapping, guidance and maintain knowledge articles for customer service centre relating to Disrepair.
- Provide support to all other departments with Disrepair and complex repair related issues
- Extract and analyse data to provide reports outlining key performance areas and to prepare charts using excel in advance of monthly management team meetings.
- Monitor the Case Management team performance, develop individual targets and monitor individual
performance to ensure that complaints, enquiries, and Disrepair cases are responded to within agreed timescales and ensuring escalated and sensitive cases are given priority by the team.
- Monitor and track all assigned and non-assigned CRM cases across the Case Management and Repairs team to included lessons learned.
- Constantly review work outputs, setting improvement targets and appraising individual performance.
- Support system development for all service IT solutions.
- management of all Internal and external stakeholder and customer contacts through any channels of communication.
- Support management of enquiries related to budget, expenditure, and legal costs for all Disrepair cases
- Proactive communication to colleagues and customers relating to service delivery, Disrepair, complex repairs, and reactive communications relating to service failure, incident management etc.
- Lead team and manage all customer & colleague contacts, enquiries, complaints, and feedback process on behalf of the Disrepair team and work closely with colleagues to improve the customers experience within the service, acting as a point of escalation within the Case Management Team.
- Oversee the end-to-end process for all complaints within the Disrepair Team
- Use the CRM system to monitor complaint performance and to liaise with other team members to ensure responses are sent out within agreed timescales.
- Undertake complaint case reviews with the Repairs team leader to determine outcome of stage 1 complaints and prepare outcome letter. Support case resolution.
- monitor track and support investigations for stage 2 complaints with the appropriate Manager/Head of service.
- Lead on any requirement for business Comms – newsletters and the Disrepair SharePoint page content
- Implement improvement areas and assist in developing strategies that will enhance the customer experience and contribute to the value for money initiative.
- 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 Specificition
Knowledge, Skills and Experience
Essential
- Experience of managing a team within a Repairs or Customer Service environment dealing with complex enquiries, complaints, and Case Management to dispute resolution.
- Extensive experience in the housing sector, ideally working within a customer focused Asset Management team.
- Results driven and commercially aware with a focus on continuous improvement and the ability to drive change.
- Customer focused with excellent written and verbal communication skills, with the ability to work at all levels within the business.
- Good communication skills and developing working relationships with colleagues across an organization.
- Excellent attention to detail and Evidence of using sound judgement when making effective decisions.
- Experience monitoring and tracking service levels, setting and monitoring team and individual performance targets to include dealing with under performance.
- Results driven with strong analytical skills, including the ability to critically analyses complex information, and experience of providing meaningful management information.
- Delivering training and support to colleagues.
- Ability to work under pressure, deliver to strict deadlines and manage conflicting priorities.
Desirable
- Good understanding of property related legislation, including Disrepair, FFHHA, HHSRS, Party Wall Act and Environmental Health Act
- Social Housing Qualification
- Knowledge of diagnosing & logging repairs including the interpretation and analysis of job history with attention to detail
