Customer Support Case Manager (Tenancy Sustainment)
£36,815 + Excellent Benefits Package
High Wycombe / hybrid working (2 days in the office & 3 working from home)
Our client is looking for an experienced Case Manager to join their Customer Support Team who will provide high levels of service performance, customer satisfaction and proactively identify unmet support needs by taking a coordinated holistic approach to support planning. This will be achieved by working collaboratively with internal teams and external organisations.
They pride themselves on being more than a landlord and have recently enhanced their customer support offer. Your role will be to provide professional advice, support and sign-posting service for customers who are identified as requiring additional support to maintain their tenancy. They are going through a period of change with their new housing management system and new initiatives to better support their customers at first contact.
They are looking for an individual with a strong background in managing caseloads of customers with a varied range of support needs and complexities from mental health support, financial inclusion, employment advice & signposting, applying for charitable funding, fuel or food poverty and hoarding support.
About you:
You will have extensive experience in this field and will be providing short to medium term support to some of their most vulnerable customers, making a real difference to their lives.
Working as part of a close-knit team, you will be proactive, resilient, well organised and a diligent record-keeper and also bring forward ideas and suggestions to improve the customer journey. As well as being passionate about delivering an excellent customer experience, you will be a first-class communicator with a proven track record of working with multiple agencies to deliver tangible positive outcomes to support customers to sustain their tenancies.
You will have a strong customer focus with an understanding of the issues in social housing, legislation and current government initiatives. You will have experience of effectively and efficiently managing a high caseload of support cases of varying needs referred by internal teams and external agencies.
If that sounds like you, they would love to have you as part of their team. This is a great opportunity to join them at a time when you can have a real and personal impact on the future success of their business.
Their Team:
Their team is dedicated and highly motivated with a passion to make a real difference to the lives of their customers and the local community. This role is key in delivering and achieving their Vision and corporate plans.
In return they offer a very generous package including the following:
- Holidays - 25 days to start (this rises with service to a maximum of 30 days) plus 3 paid days between Xmas and New Year when they close, plus the opportunity to buy up to another 5 days - subject to conditions
- Pension scheme: employee minimum contribution of 3% and they will contribute 7.5% or 9.5% depending on the employee's contribution rate.
- Annual Bonus potential
- Professional Sponsorship Scheme (subject to conditions) and professional subscriptions paid
- Family Friendly policies incl generous paternity, maternity, shared parental and adoption leave, sabbaticals and more
- Health Cash Plan - worth over £1,800 p/a includes Dental, Optical, Prescriptions and Flu jabs, Physiotherapy, Chiropractic therapy, Reflexology, Sports massage and more. It's free to add up to 4 dependent children aged up to 24yrs (if in f/t education) and each child is entitled to 50% worth of your allowance for each category!
- Hybrid working - mix of home and office/site working to support work/life balance
- Up to 3 paid 'Giving Back' (Volunteer) days per year
- Modern collaborative offices, with free parking and charging points for electric vehicles
- Car Leasing scheme (subject to conditions)
- Employee Rewards platform
- Opportunities for career advancement - if that's what you want, but it's fine if you don't
- Social events, such as Quiz nights, Xmas Party, Summer BBQ (Covid permitting)
They support flexible working and welcome applications from all sections of the communities they work in.
If the above appeals to you, apply today and/or pass on these vacancy details to someone who may also fit the bill. What have you got to lose?
Further information
As part of their application process, they ask for a covering statement and CV so they can assess your application against their essential criteria as set out in the job description and person specification. Please include in your covering statement how you meet the criteria so they can see how well you match their requirements and give your application the consideration it deserves.
Shortlisting will be conducted in line with the essential and desirable criteria set out in the person specification. They reserve the right to close this role earlier than the published date should a suitable candidate be identified.