Your New Role : We have two fantastic opportunity for a permanent Case Handler to join our Regional Accommodation Maintenance Service (RAMS) contract, part of the MOD's Future Defence Infrastructure Services (FDIS). The Case Handlers will be based onsite in Liverpool, Merseyside, although should expect to travel as required by their leadership for governance meetings and liaison with Contract Regional staff. Case Handlers play an important role working with the scheduling teams to arrange the necessary work to resolve the family's problem. They will ensure the Case Officers are updated with the progress of the works from initial appointment setting, through to completion of the work. This will be achieved by monitoring progress daily. The standard hours of work are 37.5 Per Week Salary - £28,500 You will be responsible for: Ensure a superior end to end Case Management service is provided. Work to the RAMS Case Manager to deal with cases that are escalated to the Escalation Team. Work to ensure cases are successfully managed through to conclusion and to the families’ satisfaction. Foster collaborative relationships with all stakeholders to develop a mutual understanding on case management processes and facilitate effective resolution. Provide subject matter expertise to key internal and external stakeholders and customers as directed. Maintain an active case tracker to ensure at all times that the progress of cases is known. Report and analyse feedback data to enable business areas to proactively improve and make evidence-based decisions. Work with RSCs, POMs and operational staff to drive cases to completion. Attend governance meetings as required to advise on progress and drive performance. Monitoring incoming feedback and, when appropriate, contacting residents using initiative to assist in the quick resolution of any problems highlighted. Respond to compensation queries and claims within specific deadlines by using a dedicated CAFM to determine if the claim meets the criteria set in policy. Be confident in handling calls to gather information and speaking with residents who may be distressed or upset. What makes this role unique is the opportunity to work on a contract to build good working relationships to ensure that the families are the focus for all outcomes. We want to hear from you if you have: Experience in Call handling and strong Customer Services including a good understanding of administration requirements in a busy, fast paced environment, data processing and prioritising tasks to meet tight deadlines. IT Skills, including a good understanding of Microsoft Excel, with knowledge of interpreting data. Familiarity with Power BI would be desirable. Planning, directing and controlling activities Influencing a wider team to ensure compliance with KPIs Providing administrative support and advice to managers across the business What we offer you: When you join us, we can offer flexibility, career development, a choice of benefits and support that help you through all life’s ups and downs. It’s the reason why Investors in People put us among the top 1% of employers and we have a competitive reward and benefits program. Career Development - Exceptional development and progression plan Pension – Generous Pension scheme which we will contribute to Holidays - Minimum 24 days holiday Bank Holidays Choices - Our flexible benefits scheme is tailored by you, including buying additional annual leave, cycle2work scheme, charity giving and gym membership Save with Amey - Our online voucher portal gives you access to thousands of discounts from leading retailers to help you save on shopping, days out, or nights in. It includes healthcare, free GP service, dental vouchers Social Value - You’ll get 2 Community Involvement Days each year to volunteer for a charity of your choice and further opportunities to support fundraising initiatives. We embrace difference and support individuals to work in ways that work best for them. We are committed to working sustainably and by working in partnership with the communities we serve, so people and the planet are protected. Who is Amey? We are at the heart of modern Britain, helping the economy to grow by designing, maintaining and transforming the nation’s strategic assets. Our 11,000 people are behind the critical services the country relies on every day. Our unique engineering and operations experience, together with data driven insight from our consulting business, delivers better results for our clients. We are trusted partners of Government – both national and local – managing assets and complex projects that are vital to the sustainable growth of the country. To find out more take look at Amey Application Guidance: Amey is committed to Inclusion and Diversity. We welcome applications from all suitably qualified candidates, regardless of their race, gender, disability, religion/belief, sexual orientation, or age. We will also guarantee you an interview if you have a disability, as long as you are qualified for the role. Please contact our recruitment team at peopleservicesamey.co.uk to discuss any access needs, reasonable adjustments or additional support that may be required at any point during the recruitment process. We reserve the right to close this vacancy before the closing date should we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible. Apply today – We are excited to hear from you LI-JH1