Description Job Title: Case Management Team Leader Contract Type: Permanent Salary: £42,849.51 per annum (£47,195.80 per annum is achieved after 12 months successful performance in the role) Working Hours: Full Time 35 hours Working Pattern: Monday to Friday Location: Hybrid, 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. The difference you will make as a Case Management Team Leader As a Case Management Team Leader, you will assist the Repairs Manager to develop a robust case management service for legal disrepair, ensuring legal compliance, customer satisfaction and achievement of our obligations and that claims are dealt with effectively to reduce the Group’s financial liability. You will lead the Case Management Officers in managing all customer and colleague enquiries around complex repairs, legal and non-legal disrepair cases, complaints, and alternative dispute resolution. To include liaison with internal and external stakeholders, managing the customer experience and any support function associated within Case Management responsibilities. About you We are looking for someone who has: Experience of managing a team within a Repairs or Customer Service environment dealing with Disrepair legal matters, complex enquiries, complaints, and Case Management to dispute resolution. Extensive experience in the housing sector, ideally working within a customer focused Asset Management team. Are results driven and commercially aware with a focus on continuous improvement and the ability to drive change 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. Applications may close before the deadline, so please apply early to avoid disappointment. Role Profile Lead, manage, motivate, and engage the Case Management Officers to ensure the delivery of a high-quality service, developing and implementing operational objectives, including key performance indicators, to underpin the Asset Management Strategy Manage all customer & colleague contacts, enquiries, complaints, and feedback processes 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. 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. Manage client relationships with legal service providers to ensure delivery of an effective service, driving cost reduction and high standards of customer service. Support Case Management Officers with escalated complex cases, including court paper preparation, the drafting of witness statements, reviewing defense statements, and attending court hearings nationally to represent the group as a witness Oversee compliance for all complaints within the Disrepair Team, working alongside colleagues in undertaking complaint case reviews and recording lessons learned. Lead on any requirement for business communications – newsletters and the Disrepair SharePoint page content 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 Team activities Provide support to all other departments with Disrepair and complex repair related issues. • Support system development for all service IT solutions Work collaboratively, managing relationships and deadlines provided with contractors and key Page 2 of 2 PUBLIC stakeholders to deliver an excellent customer experience during the case. Maintain and improve knowledge and skills to best carry out the role and represent the best interests of the group and its customers. Identify 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 specification Knowledge, Skills and Experience Essential: 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