Citizen Liaison Manager

Citizen Liaison Manager

We are currently recruiting for a Citizen Liaison Manager working in the Adaptations and Citizens Support department on a full time and permanent basis in Birmingham.

Salary £35-40K per annum

• 33 days Holiday including bank Holidays
• Health assured scheme
• Company pension
• Company Events
• Dress down Friday's
• Professional development and training opportunities
• Access to Bright Exchange for discounted retail and membership schemes.

The Citizen Liaison Manager is responsible for leading the administrative, operational, and customer service functions of the Adaptations service. The role is responsible for managing the admin process in relation to administering the Disabled Facilities Grant (DFG) Staying Independent at Homes (SIAH) contract.

• Ensuring that cases progress smoothly, administration and communication duties are fulfilled.
• Lead, plan, and manage all business support and admin functions related to the adaptation service.
• Monitor team performance and KPIs.
• Maintain clear visibility of case status across referral, approval, works coordination, and invoicing stages.
• Identify bottlenecks and intervene to unblock flow.
• Escalate delays, risks, or non-compliance to operational delivery managers.
• Monitor compliance with Birmingham City Council KPIs.
• Produce performance data and reporting to support contract monitoring.
• Oversee complaints management and resolution.
• Attend site visits in complex, sensitive, or high-risk cases (e.g. vulnerability, safeguarding concern, communication breakdown, escalation risk).
• Ensure case records are accurate, auditable, and compliant with contractual and legal requirements.
• Maintain structured workflows and data standards within case management systems.
• Ensure evidence is available to support BCC audit or monitoring requirements.

• Leadership experience within housing, health, social care, or regulated public services.
• Experience managing administration and/or customer service teams.
• Experience working within KPI-driven contract environments.
• Experience working with vulnerable individuals.
• Strong safeguarding and compliance awareness.
• Ability to travel across Birmingham where required for site attendance.
• Experience with DFG or housing adaptations.
• Experience working with local authorities.
• Experience in service redesign or digitisation.

If you are an experienced manager with contract management skills and a strong understanding of the DFG process or similar adaptations frameworks, then please apply! For further information please call Rebecca on #removed#.

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We are dedicated to fostering a diverse and inclusive community. In line with our Diversity and Inclusion policy, we welcome applications from all qualified individuals, regardless of age, gender, ethnicity, sexual orientation, or disability. As a Disability Confident Employer, and part of the Nicholas Associates Group, we are committed to supporting candidates with disabilities, and we're happy to discuss flexible working options.

We are committed to protecting the privacy of all our candidates and clients. If you choose to apply, your information will be processed in accordance with the Nicholas Associates Group of companies Privacy Notice.