Senior Housing Case Manager

Who You Are

You are an experienced professional with a solid understanding of the social housing sector, housing management, and tenant relations. You possess a comprehensive understanding of housing laws, health and safety practices in a social housing setting, and welfare reform. You have a proven track record in delivering high-quality customer service, handling complaints, and managing complex housing management cases. Ideally, you are someone who can prioritize tasks, manage workloads efficiently, and communicate effectively in person and through various channels. You hold a CIH Level 4 qualification or are working towards it, with a minimum of 5 GCSEs, NVQ Level 4, or significant relevant experience.

What the Job Involves

This role involves prioritizing and managing caseloads within the Tenancy and Estates Team, responding to housing-related inquiries, and ensuring effective record-keeping using the Open Housing System. You will provide high-level advice on tenancy and estate management, coordinate with multi-agency partners, and adhere to safeguarding practices. Your responsibilities include maintaining team performance, preparing reports, and overseeing administrative tasks. You'll support and mentor the team, ensure compliance with policies, and work closely with the Case Manager Lead. A key part of your role will involve handling complex cases and delivering frontline customer services, including weekly office duties and estate inspections.

Skills

• Strong understanding of social housing and housing management
• Excellent organizational and administrative skills
• Strong communication abilities, both face-to-face and via digital communication
• Good IT skills, including proficiency in Microsoft Office
• Experience in handling complaints and embedding learning outcomes
• Ability to manage sensitive matters with discretion
• Problem-solving and strong attention to detail
• Proven ability to manage workloads and meet deadlines
• Experience with customer service and engaging with vulnerable populations