Case Manager - ASB, Tenancy, Leasehold, Property, Residential, Mix-Use

Chester James Consulting Limited
London (East)
10 Mar 2018
14 Mar 2018
Contract Type
Full Time

Our client manages several thousands of homes across London and the South East

Case Manager (ASB/Tenancy)

Competitive salary starting from £28,000 per annum to £33,000 per annum plus £1,300 per annum Essential Car User Allowance*

Want to be a part of an exciting journey to transform customer service? The client is looking for dynamic individuals to join their growing a team of industry leading housing professionals and they are looking for self-starters who have the capability & energy to deliver results.

As a Case Manager you will be responsible for managing a combination of mixed tenure property types delivering a responsive, efficient, high quality and customer focussed tenancy, lease and case management service. You will be managing queries and cases in relation to matters arising out of rights and obligations in a resident’s tenancy or lease. You will be working in partnership with residents and the Local Authority consulting with them on a wide range of issues including Anti Social Behaviour, Safeguarding, Successions and Tenancy Fraud. You’ll use your positive and innovative approach to meet tough quality standards and drive constant improvement in customer service.

Purpose: To deliver a responsive, efficient, high quality and customer focussed tenancy, lease and case management service, by managing queries and cases in relation to matters arising out of rights and obligations in a resident’s tenancy or lease.Key Responsibilities / Deliverables:

Main Accountabilities:List in order of priority, the major activities or functions necessary to achieve the job’s end results.

Operate in line with values to deliver the highest levels of customer service. Provide a professional and knowledgeable tenancy, lease and case management service to residents in a range of tenures and resolve issues efficiently and effectively.

Take ownership to ensure own performance contributes positively towards team objectives, key performance of the business and customer experience by managing and resolving caseloads in a proactive and customer focussed way, including responsibilities for:

Tenancy management - Providing advice, managing requests and taking action where breaches of tenancy/lease conditions or changes in circumstances occur. This includes death/succession; possession proceedings; squatting/abandonment.

ASB - Tackling and reducing the effects of anti-social behaviour, managing a caseload of anti-social behaviour cases to the point of closure or enforcement action. This includes case assessment; identifying solutions and taking action; preparing cases for court action and representing the organisation at court and at evictions.

Gas - Carrying out the necessary actions to obtain access to a property to ensure that gas appliances are serviced annually.

Fixed term tenancies – Engaging with residents throughout the term of their tenancy, to collect/record any changes in circumstances that are likely to have a bearing on the decision whether to renew the tenancy at the end of the term.

Other tasks and activities associated with the role.

Work collaboratively with internal colleagues and teams to ensure effective, efficient and customer focussed tenancy management. This will include colleagues in Property Management, the Customer Service Centre, Lettings, Revenue, the Gas team and Community Investment.

Provide excellent customer service to residents, promoting ways to get involved, dealing sensitively with vulnerable residents and signposting to internal and external service providers as necessary. Maintain excellent relationships with key stakeholders and partners, such as politicians and police, positively representing and attending meetings / events as appropriate. This may include occasional evening meetings.

Ensure own compliance in respect of governance and adherence to relevant statutory and regulatory provisions and internal policy and procedure, especially around ASB, tenancy/lease management and data protection. Keep up to date on all legislative and regulatory issues that impact the role.

Take responsibility to maintain the necessary written/electronic records and systems to ensure accurate and complete records, including those related to changes in circumstances, vulnerability and end to end case management.

Manage risks associated with areas under the jobholder’s control, such as taking appropriate action where tenancy breaches (e.g. ASB) or changes occur, including legal action.

Financial Responsibility: Enter below any revenue, operating or capital budgets for which the role is accountable

Technical Knowledge/Skills

List of technical knowledge/skills required to successfully perform the job role; including professional qualifications

·Able to demonstrate experience of delivering customer focused services in a demanding, public facing environment

·Good communication and presentation skills, with the ability to present to stakeholders and at court when needed, handle complaints and communicate verbally and in writing.

·Highly organised, able to prioritise and manage a demanding workload

·Highly developed relationship management or stakeholder engagement skills, with the ability to influence, deal with difficult behaviours and manage conflict to resolution.

·Able to demonstrate an awareness of how operational matters impact budgets and financial performance.

·Strong IT skills – MS Office suite, CRM and internal computer systems and devises

·Previous experience with processes relating to the management of tenancy and leasehold issues or similar experience of managing challenging relationships with customers within a process driven, rules based environment.

·Housing sector experience and knowledge around: housing law and taking legal action for tenancy breaches; welfare reform; domestic violence, and working with vulnerable people, including awareness of mental health issues, safeguarding and what other agencies and organisations can provide.

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